JOB SUMMARY: 

The Manager of End User Support will lead and oversee the effective delivery of top-tier technical 
assistance within our enterprise IT environment. This role will directly manage and develop our 
Service Desk, Desktop Support, and New Practice onboarding teams. This position combines 
strong technical expertise with a passion for empowering teams to provide exceptional customer 
service and drive the integration of new solutions. This support is crucial to the delivery of the 
company’s mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:
• Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent 
combination of education and experience.

JOB RELATED EXPERIENCE:
• 5 years of progressive experience in IT support, including 2 years in a management or 
supervisory role within an enterprise environment.
• Experience leading the successful implementation of new technologies and solutions.
• Technical Skills:
o In-depth knowledge of operating systems (Windows, macOS, Linux)
o Strong understanding of networking concepts and troubleshooting.
o Familiarity with enterprise desktop applications, productivity suites, and 
collaboration tools.
o Experience with service desk ticketing systems and ITIL or similar 
frameworks.
• Leadership & Management:
o Proven track record of building and motivating high-performing teams.
o Excellent communication and interpersonal skills, both written and verbal.
o Ability to work effectively with diverse stakeholders at all levels of the 
organization.
o Effective problem-solving, decision-making, and prioritization skills.
o Customer-centric mindset with a focus on service quality.

JOB-RELATED SKILLS/COMPETENCIES: 
• ITIL Certification, preferred
• Project management certifications (PMP, etc.), preferred