Manager, IT End-User Support

About this opportunity

ROLE SUMMARY: Lead and manage the IT End-User Support function, overseeing first-line (L1) support delivery across offices, administration buildings, and plant locations. Accountable for service desk operations, team performance and development, escalation management, IT asset management, and continuous improvement of end-user support services, ensuring alignment with organizational standards, security policies, and Service Level Agreements (SLAs). ROLES & RESPONSIBILITIES: • Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians across offices, administration buildings, and plant locations. • Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via phone, email, chat, or the ticketing system (e.g., ServiceNow) are addressed within defined SLAs. • Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics; drive corrective actions to address performance gaps. • Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams to ensure timely resolution. • Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh/replacement cycles, in compliance with organizational security baselines. • Oversee IT onboarding and offboarding activities across the organization, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management. • Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets, account unlocks, group membership updates) in line with defined access control procedures. • Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring. • Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records for issued equipment. • Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including use of appropriate Personal Protective Equipment (PPE), when providing support in plant or industrial areas. • Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance across all locations. • Analyse recurring incidents and support trends to recommend and implement long-term solutions that reduce support workload and improve customer satisfaction. • Ensure team compliance with IT security policies and coordinate execution of vulnerability remediation activities (patching, antivirus, MFA, etc.). • Manage team schedules, shift coverage, and resource allocation across locations to ensure business continuity of support services. • Conduct performance reviews, coaching, mentoring, and skills development planning for team members. • Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority. • Experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design principles into projects, systems, and change management processes. • Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI enablement. QUALIFICATION & EDUCATION: • Bachelor’s degree in information technology, Computer Science, or a related field. EXPERIENCE: • Minimum of 12 years of progressive experience in IT end-user/technical support, including at least 3-5 years in a supervisory or managerial role leading IT support/service desk teams, preferably within an industrial or manufacturing environment. SKILLS: Technical Skills • IT Service Management (ITSM) and ITIL Practices • Service Desk and Ticketing Systems (ServiceNow, ManageEngine, Jira Service Management, etc.) • Microsoft 365 Administration and End-User Support • Windows 10/11 Enterprise Administration and Troubleshooting • Active Directory and Microsoft Entra ID (Azure AD) user administration • Endpoint Management (Microsoft Intune, SCCM/MECM, Endpoint Central, NinjaOne) • Device Lifecycle Management and Asset Management • Hardware and Peripheral Support (Servers, Laptops, PCs, Printers, Scanners, Mobile Devices) • Collaboration Platforms (Microsoft Teams, SharePoint, OneDrive) • Audio Visual (AV) and Meeting Room Technology Support • Network Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) • Endpoint Security and Cybersecurity Awareness • Identity and Access Management Fundamentals • Software Deployment and Patch Management • Vendor and Service Provider Management • SLA and KPI Monitoring and Reporting • IT Procurement and License Management • Business Continuity and Disaster Recovery Awareness • Power BI and Service Analytics Reporting (desirable) • Basic PowerShell Automation (desirable) Soft Skills & Competencies • IT Service Delivery and End-User Support Management • Leadership, Coaching, and Team Development • Stakeholder and Vendor Management • Customer Service Excellence • Problem Solving and Decision Making • Analytical and Continuous Improvement Mindset • Communication, Presentation, and Reporting Skills • Planning, Prioritization, and Resource Management • Change Management and Service Improvement • Business Acumen and Service Ownership