End User Support Manager; Hybrid - Jersey

End User Support Manager (Hybrid - Jersey City) Arch Capital Group Ltd.
• New York, NY, United States

With a company culture rooted in collaboration, expertise, and innovation, we aim to promote progress and inspire our clients, employees, investors, and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.

The Manager, End User Support is responsible for leading a high-performing team of support professionals across multiple regions, with a primary focus on ensuring excellent end-user service delivery for all physical and virtual endpoint devices, mobile platforms, and telecommunication systems. This role includes ownership of Deskside Support function, providing hands-on leadership in support operations, vendor management, white glove services, and technology lifecycle initiatives.

The ideal candidate will possess strong experience in Global environments, budget oversight, and hardware refresh programs, including support for mobile contract lifecycle management and reduction of technical debt across sites.

Office Set-Up:
This role is a hybrid position based primarily in our Jersey City office, requiring 34 in-office days each week. In addition, there is a regular expectation to be on-site at our New York City office once per week.

• Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution.
• Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, SLA performance, and continuous improvement.
• Design, implement, and manage hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning.
• Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users.
• Partner with the business to oversee the IT Ambassador program as well as participation in the Voice of the Executive (VOE)/Voice of the Customer (VOC) sessions to facilitate exemplary end user support experiences.
• Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives.
• Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations.
• Demonstrate hands-on leadership and oversight of site refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable.
• Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security.
• Drive support excellence through regular KPI reporting, ticket analysis, and feedback loops to continuously improve customer experience.
• Act as the liaison for global and regional teams to deliver services consistently across all Arch locations and employees.
• Participate in and lead lower-risk IT projects related to desktop, voice, or mobility solutions.
• Hire, train, coach, and evaluate support personnel, fostering a culture of customer-centricity, accountability, and high performance.

• Thorough knowledge of assigned technology platform including Microsoft Windows, Active Directory, Microsoft Entra, Office products, Installed application software and management utilities, desktop and laptop.
• Excellent organizational skills.
• Ability to manage time well in a fast-paced environment and prioritize tasks frequently.
• Deep understanding of mobile device management technologies and industry-accepted security policies.
• Broad knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
• Effective customer service, leadership, and team motivational skills.
• Excellent problem solving, diagnosing, and troubleshooting skills.

• Bachelor's degree in Information Technology or a related field preferred; equivalent technical experience considered.
• 7+ years of experience in End User Support or Service Desk management roles.
• 5+ years of experience with budget oversight and technology lifecycle projects.
• 2+ years of experience managing global support operations or geographically dispersed teams.
• Prior experience supporting VIPs and providing white glove IT services is required.

Normal office environment. Some lifting of hardware of 10 or more pounds, reaching overhead and crawling into tight spaces to install cabling. Work occasional off-hours work and on-call responsibility.

$120,000 - $155,000/year

Total individual compensation (base salary, short & long-term incentives) offered will…