General Purpose:
The End User Support Manager is responsible for leading TPx's Service Desk and
Desktop Support staff to ensure delivery of timely, high-quality technical
support to end users across the organization. This role owns Service Desk
operations and Desktop Support staffing, performance, SLA attainment, customer
satisfaction, and continuous process improvement. The End User Support Manager
hires, develops, and mentors Service Desk Supervisors, Technicians, and Desktop
Technicians, and partners closely with Infrastructure, Systems Engineering, and
Security to resolve escalations and align support processes with broader IT
initiatives.
Direct Reports: Yes
Essential Duties and Responsibilities:
Lead and manage the day-to-day operations of the Service Desk and Desktop
Support team, including Service Desk Technicians and Desktop Technicians
Own Service Desk staffing, scheduling, and shift coverage to ensure
consistent support across time zones
Establish, monitor, and report on Service Desk KPIs and SLAs, including
ticket volume, first-contact resolution, average handle time, backlog, and
customer satisfaction (CSAT) metrics
Manage ticket queue health within the ITSM/ticketing platform, ensuring
proper prioritization, escalation, and timely resolution of incidents and
service requests
Recruit, train, mentor, and develop team members; conduct performance
reviews, coaching, and career development planning for direct reports
Develop and enforce Service Desk policies, procedures, knowledge base
articles, and standard operating procedures to drive consistent, high-quality
support
Serve as an escalation point for high-priority or complex incidents,
coordinating with Systems Engineering, Infrastructure, Networking, and
Security teams to drive issues to resolution
Partner with Infrastructure teams to align support processes with application
deployment, endpoint management (Intune), and identity lifecycle initiatives
Analyze recurring issues and ticket trends to identify root causes and drive
proactive problem management, automation, and self-service opportunities
Manage Service Desk tools and licensing, including ticketing systems, remote
support tools, and telephony/call queue platforms
Ensure adherence to IT access management, change control, and
security/compliance procedures across all Service Desk activities
Drive a culture of exceptional customer service, accountability, and
continuous improvement within the team
Other Responsibilities:
Support after-hours, on-call, or holiday coverage planning as needed to
maintain service continuity
Occasional travel (less than 10%) may be required for team meetings,
training, or site visits
Required Qualifications:
Bachelor's degree in Information Technology, Computer Science, Business, or
equivalent experience
5+ years of experience in an IT Service Desk, technical support, or end-user
support environment, including 2+ years in a supervisory or management
capacity
Proven experience managing a team across multiple shifts, locations, and/or
time zones
Strong working knowledge of ITSM/ticketing platforms, incident/problem/change
management, and ITIL best practices
Experience with Microsoft 365, Entra ID, Active Directory, and Intune-managed
endpoints in a support context
Demonstrated ability to define, track, and report on SLAs, KPIs, and other
performance metrics
Strong leadership, coaching, and performance management skills, with
experience hiring and developing support staff
Excellent verbal and written communication skills, with the ability to
translate technical issues into user-friendly language for stakeholders at
all levels
Strong analytical and problem-solving skills, with a track record of driving
process improvement and automation
Ability to remain calm and effective under pressure, managing competing
priorities in a fast-paced environment
Other Qualifications:
ITIL Foundation certification is a plus
Experience supporting a hybrid Microsoft environment (on-premises Active
Directory and Entra ID) is a plus
Experience managing outsourced or offshore support resources is a plus
Microsoft certifications (e.g., MS-900, MD-102) are a plus
TPx is an Equal Opportunity / Affirmative Action employer. Qualified applicants
will receive consideration for employment without regard to race, color,
religious creed, sex (including pregnancy, childbirth, breast-feeding and
related medical conditions), sexual orientation, gender identity, gender
expression, national origin or ancestry, age, mental or physical disability
(including medical condition), military or veteran status, political preference,
marital status, citizenship, genetic information or other status protected by
law or regulation.
We are committed to providing reasonable accommodations for qualified
individuals with disabilities. If you need assistance or an accommodation,
please let us know during the application process.
#LI-Remote
Req: #26-0101