Manager End User & Site Support

Facility: Administrative Regional Training Cntr

Shift: Shift 1

Status: Full Time

FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Yes

Work Schedule: Days with Call Weekend and Holiday Rotation

Hours: 8a-4p

The Manager, End User and Site Support is responsible for leading the delivery of high-quality IT support services across end-user devices, applications, and on-site technology infrastructure. This role ensures that employees have reliable, secure, and efficient access to the technology tools they need to perform their work effectively. The manager oversees a team of support analysts and technicians, driving service excellence through proactive issue resolution, strong customer engagement, and effective use of IT service management practices.

The manager acts as the primary escalation point for complex technical issues, coordinates with other IT teams to resolve incidents, and leads efforts to improve user experience. The incumbent will also be responsible for process documentation, asset management and scheduling/coverage.

• Bachelor's degree in Computer Science, Business, or related field required
• 5 years end user site support management experience in lieu of Bachelor's degree

• Five (5) or more years of experience supervisory or lead capacity
• Four (4) years of experience in technical support/customer service
• Experience in a healthcare setting is strongly desired

• Knowledge of PCs and related server software
• Strong verbal and written communication skills
• Strong Leadership skills
• Strong Project Management Skills
• Ability to drive improvement performance of a team