Information Technology – End User Services Manager

Information Technology – End User Services Manager Birmingham , AL - Onsite

Job : 37771

Posted:

Employment Type: Direct Hire

Are you an IT leader who knows that great support is about more than closing tickets? Our client is looking for an IT End User Services Manager to lead a distributed team of field and deskside technicians while improving how technology supports employees across a multi-location organization. This is a highly visible leadership role that combines people management, process improvement, executive partnership, and technology planning.

The ideal candidate is a strong people leader who can hold teams accountable, build trust with frontline technicians, partner confidently with senior leadership, and look beyond the immediate fix to identify better long-term solutions.

C2C is not an option for this opening. Candidates must be authorized to work for any U.S. employer without sponsorship and must not require sponsorship now or in the future.

• Leadership role overseeing a distributed IT support team
• High visibility and direct partnership with regional and executive leadership
• Opportunity to improve IT support processes and workflows across multiple locations
• Significant involvement in technology planning for a major new building project
• Opportunity to shape AV, workplace technology, and IT infrastructure for a new facility
• Collaborative environment with strong emphasis on service, accountability, and continuous improvement
• Exposure to automation, analytics, and emerging technology initiatives

• Lead and develop a distributed team of deskside and office support technicians across multiple locations.
• Provide clear direction, coaching, performance management, and accountability for the support team.
• Conduct performance conversations and address employee performance issues directly and constructively.
• Serve as the Tier 2 leadership point between remote Tier 1 support and Tier 3 infrastructure/network engineering teams.
• Partner closely with regional and executive leadership to understand business needs and ensure technology support aligns with operational priorities.
• Build strong relationships with both senior leaders and frontline technical employees across the organization.
• Improve IT support workflows, processes, documentation, and service delivery across multiple locations.
• Establish consistent standards and expectations for deskside and field support.
• Collaborate with infrastructure, security, applications, and other IT teams to resolve complex issues and improve the overall employee technology experience.
• Serve as the IT technology partner for regional offices and business leaders.

• Bachelor’s degree required;
  Computer Science, Information Technology, or a related field preferred.
• 5+ years of IT support experience, including direct people-management responsibility.
• Demonstrated experience managing a technical support, deskside, field services, or infrastructure team.
• Verifiable direct-management experience — including performance management, difficult employee conversations, coaching, and accountability.
• A track record of successfully managing employees with different levels of technical experience and performance.
• Strong emotional intelligence and the ability to build credibility with both frontline technical teams and executive leadership.
• Experience partnering with senior business leaders to understand needs, communicate technical issues, and develop practical solutions
• Excellent communication, organization, problem-solving, and interpersonal skills.