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