End User Services Manager

Overview

The End User Services Manager is an IT leader responsible for managing and improving the technology and support systems that end-users (employees) rely on, including hardware, software and End User Support systems. The End User Services Manager is responsible for overseeing the delivery, performance, and continuous improvement of all end-user IT services across the organization. The specific pay rate and level will depend on the successful candidate’s qualifications, prior experience and location.

• Define and execute a strategic roadmap for end-user support tools and processes aligned with McGrath’s values and scalable to facilitate rapid growth.
• Lead, mentor, and inspire a team of support professionals spanning service desk, desktop, and Audio Visual support.
• Foster a culture of customer-centricity, innovation, and continuous improvement.
• Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.
• Own the automation and delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.
• Establish and monitor key performance indicators (e.g., SLA adherence, CSAT, resolution time) to drive accountability and process improvement.
• Implement ITIL-based best practices for incident, request, and problem management.
• Analyze support trends to identify root causes and implement preventative solutions.
• Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, end point deployment and endpoint management).
• Expand automation and self-service capabilities to streamline workflows and empower users.
• Collaborate with Security, Infrastructure, and Business Systems teams to maintain a secure and consistent user environment.
• Act as the voice of the end user within the IT Department, proactively identifying and addressing friction points.
• Lead initiatives to improve onboarding, access provisioning, and digital literacy.
• Develop scalable communication and training programs that increase user confidence and engagement. (Partner with the corporate training team to develop and deploy training programs)
• Develop a communications strategy to provide relevant and timely information to end-user community and to improve customer engagement and self service
• Manage team budget and resources, balancing performance and cost-efficiency.
• Evaluate, select, and oversee vendors providing support technologies or outsourced services.

• 5+ years of experience managing desktop support, hardware, software, networking, and asset management processes.
• 5+ years of experience in implementing and maintaining automation and tools supporting self-service end-point hardware deployment and installation
• 5+ years of experience in implementing and maintaining automation and tools supporting self-service software deployment and installation
• 5+ years of experience leading, mentoring, and motivating a team of technical professionals.
• Experience managing outsourced service providers
• Experience with automated Identity and Access Management processes and best practices
• Experience managing enterprise wide projects to deploy hardware and software solutions
• Experience with tools and technologies such as Windows, MS Teams, Web Ex, MS Office, Outlook and Sharepoint
• Strong understanding of ITSM frameworks (ITIL), ticketing tools (Freshworks, Service Now or similar), and endpoint management platforms (Intune, Syxsense, Huntress).
• Strong analytical and problem-solving skills to resolve complex technical and operational issues.
• Excellent communication skills to effectively interact with users, stakeholders, and the support team.
• A focus on continuous improvement and a systematic approach to service delivery and problem resolution.
• Requires a bachelor's degree in Computer Information Systems, Business Management or similar

• It’s a great place to work where you are given the space to share ideas and opinions and the bottom-line is “YOU” matter!
• We value our employees  Quality of Life, and when it comes to mental health, recovery, and self-care, there is no one-size-fits-all approach that is why we provide resources where employees can…