Manager, End User Engineering & Support

Roadrunner’s end-user technology environment directly affects how employees communicate, collaborate, serve customers, and execute across a distributed operating network. The Manager, End User Engineering & Support owns that experience, from endpoint engineering and Microsoft 365 services to service desk performance, employee lifecycle support, asset management, and executive technology needs.

This role is designed for a technology leader who goes beyond managing tickets. You will identify systemic issues, eliminate recurring failure points, strengthen service discipline, and build the standards and automation required to scale. You will lead a technical team while remaining close enough to the work to guide complex escalations and make informed engineering decisions.

Success means employees receive secure, reliable, and well-managed technology; leaders have confidence in IT support; recurring issues are resolved at the source; and the organization operates through measurable, documented, and increasingly automated processes.

What you’ll do1. Lead end-user technology operations

Lead, coach, and develop the End User Engineering and Support team, establishing clear expectations, ownership, and measurable service standards.

Provide hands-on technical leadership, escalation support, and decision-making for high-impact incidents and complex end-user issues.

Align staffing, workload distribution, cross-training, and coverage with business priorities and service demands.

Use operational metrics to evaluate performance, identify constraints, and improve service quality.

Build a culture defined by responsiveness, technical discipline, accountability, and continuous improvement.
2. Engineer a scalable endpoint environment

Own the engineering, configuration, deployment, and lifecycle management of laptops, desktops, mobile devices, peripherals, and related end-user technology.

Establish and maintain standardized workstation builds, endpoint configurations, policies, and deployment methods.

Direct software packaging, application deployment, patching, device compliance, and endpoint configuration management.

Expand zero-touch deployment, self-service, and automated remediation capabilities wherever practical.

Partner with Security to ensure endpoints meet vulnerability-management, compliance, access-control, and security requirements.
3. Strengthen Microsoft 365 and identity services

Provide operational ownership for end-user Microsoft 365 services, including Exchange Online, Teams, One Drive, SharePoint, and related technologies.

Oversee end-user identity, access, licensing, and device services in coordination with Infrastructure, Cloud, Network, Applications, and Security.

Improve the adoption, reliability, and effective use of Microsoft technologies across the organization.

Automate repetitive administrative and support activities to reduce manual effort and improve consistency.

Maintain clear operating standards, documentation, and escalation paths for critical end-user services.
4. Transform the support experience

Own the end-user support experience from initial contact through resolution, including service desk operations and executive/VIP support.

Ensure incidents and requests are prioritized according to business impact and resolved within established service expectations.

Improve ticket quality, escalation procedures, user communication, technical documentation, and knowledge management.

Analyze incident patterns and service trends to eliminate root causes rather than repeatedly treating symptoms.

Expand self-service and knowledge-base capabilities while maintaining consistent support across corporate and distributed Roadrunner locations.
5. Optimize employee lifecycle and asset management

Own technology…