What are the responsibilities and job description for the End User Services Manager position at NPAworldwide?
Job Description
About the Role
A well-established organization in the healthcare and community services sector is seeking an End User Services Manager to lead the delivery, administration, and continuous improvement of its end user technology and support operations.
This is an on-site leadership opportunity for an IT professional who enjoys balancing hands-on technical oversight with team leadership, service management, and process improvement. The role oversees Help Desk operations, Microsoft 365 administration, endpoint lifecycle management, telecommunications, and the overall employee technology experience.
The successful candidate will help ensure technology services remain reliable, secure, and aligned with organizational needs. Working collaboratively with IT leadership and technical staff, the IT Manager will establish service priorities, guide technology initiatives, improve support processes, and identify opportunities to enhance employee productivity through practical technology solutions.
Work Arrangement: On-site, with participation in after-hours on-call support as needed.
Key Responsibilities
Oversee daily Help Desk operations, establish service priorities, monitor support quality, and ensure user requests are resolved promptly and effectively.
Manage the full lifecycle of end user hardware and software, including technology standards, procurement planning, deployment, maintenance, and equipment replacement.
Administer and improve Microsoft 365 services, including Exchange Online, SharePoint, Teams, OneDrive, and Microsoft Office applications.
Oversee organizational telephone systems and coordinate service delivery, troubleshooting, and ongoing needs with telecommunications providers and technology vendors.
Plan, coordinate, and implement projects involving end user technologies, support services, and workplace productivity tools.
Evaluate business workflows and recommend technology solutions that streamline processes, improve operational efficiency, and enhance the employee experience.
Develop and maintain technology standards, operating procedures, support processes, and technical documentation.
Provide technical guidance, training, and mentorship to IT team members while supporting consistent service delivery and professional development.
Collaborate with other IT leaders to coordinate services, address operational priorities, and advance broader technology initiatives.
Participate in after-hours on-call support as needed to maintain reliable technology services.
Qualifications
QualificationsEducation
No specific education requirement was provided.
Experience
Five or more years of IT experience supporting and administering end user technologies.
Previous experience supervising, managing, or leading IT staff is preferred.
Experience overseeing Help Desk operations, end user support services, or technology initiatives would be beneficial.
Technical Skills
Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams, OneDrive, and related services.
Experience supporting end user hardware, software, and endpoint lifecycle management.
Familiarity with telecommunications systems, technology vendors, and end user service delivery.
Ability to evaluate technology needs and recommend practical solutions that support business operations and employee productivity.
Soft Skills
Excellent verbal and written communication skills, including the ability to explain technical concepts to individuals with varying levels of technical expertise.
Strong organizational, problem-solving, and prioritization skills.
Ability to guide technical staff, provide mentorship, and coordinate competing service demands.
Collaborative approach to working with IT leadership, technical teams, vendors, and organizational stakeholders.
Focus on customer service, continuous improvement, and reliable technology delivery.
Why Is This a Great Opportunity
Why Join Us?
Leadership opportunity: Help shape end user services, support operations, and the employee technology experience.
Competitive compensation: Annual salary range of $90,000$120,000, depending on experience.
Retirement benefits: Eligibility for a 401(k) savings plan with employer matching beginning immediately.
Comprehensive benefits: Medical, dental, and vision insurance, along with health and dependent care flexible spending accounts.
Additional perks: Weekly dependent care reimbursement, access to an on-site caf and fitness center, and complimentary family fitness memberships.
Opportunity to make an impact: Improve technology service delivery, strengthen support processes, and help employees work more efficiently.
Salary Type : Annual Salary
Salary Min : $ 90000
Salary Max : $ 120000
Currency Type : USD
About the Role
A well-established organization in the healthcare and community services sector is seeking an End User Services Manager to lead the delivery, administration, and continuous improvement of its end user technology and support operations.
This is an on-site leadership opportunity for an IT professional who enjoys balancing hands-on technical oversight with team leadership, service management, and process improvement. The role oversees Help Desk operations, Microsoft 365 administration, endpoint lifecycle management, telecommunications, and the overall employee technology experience.
The successful candidate will help ensure technology services remain reliable, secure, and aligned with organizational needs. Working collaboratively with IT leadership and technical staff, the IT Manager will establish service priorities, guide technology initiatives, improve support processes, and identify opportunities to enhance employee productivity through practical technology solutions.
Work Arrangement: On-site, with participation in after-hours on-call support as needed.
Key Responsibilities
Oversee daily Help Desk operations, establish service priorities, monitor support quality, and ensure user requests are resolved promptly and effectively.
Manage the full lifecycle of end user hardware and software, including technology standards, procurement planning, deployment, maintenance, and equipment replacement.
Administer and improve Microsoft 365 services, including Exchange Online, SharePoint, Teams, OneDrive, and Microsoft Office applications.
Oversee organizational telephone systems and coordinate service delivery, troubleshooting, and ongoing needs with telecommunications providers and technology vendors.
Plan, coordinate, and implement projects involving end user technologies, support services, and workplace productivity tools.
Evaluate business workflows and recommend technology solutions that streamline processes, improve operational efficiency, and enhance the employee experience.
Develop and maintain technology standards, operating procedures, support processes, and technical documentation.
Provide technical guidance, training, and mentorship to IT team members while supporting consistent service delivery and professional development.
Collaborate with other IT leaders to coordinate services, address operational priorities, and advance broader technology initiatives.
Participate in after-hours on-call support as needed to maintain reliable technology services.
Qualifications
QualificationsEducation
No specific education requirement was provided.
Experience
Five or more years of IT experience supporting and administering end user technologies.
Previous experience supervising, managing, or leading IT staff is preferred.
Experience overseeing Help Desk operations, end user support services, or technology initiatives would be beneficial.
Technical Skills
Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams, OneDrive, and related services.
Experience supporting end user hardware, software, and endpoint lifecycle management.
Familiarity with telecommunications systems, technology vendors, and end user service delivery.
Ability to evaluate technology needs and recommend practical solutions that support business operations and employee productivity.
Soft Skills
Excellent verbal and written communication skills, including the ability to explain technical concepts to individuals with varying levels of technical expertise.
Strong organizational, problem-solving, and prioritization skills.
Ability to guide technical staff, provide mentorship, and coordinate competing service demands.
Collaborative approach to working with IT leadership, technical teams, vendors, and organizational stakeholders.
Focus on customer service, continuous improvement, and reliable technology delivery.
Why Is This a Great Opportunity
Why Join Us?
Leadership opportunity: Help shape end user services, support operations, and the employee technology experience.
Competitive compensation: Annual salary range of $90,000$120,000, depending on experience.
Retirement benefits: Eligibility for a 401(k) savings plan with employer matching beginning immediately.
Comprehensive benefits: Medical, dental, and vision insurance, along with health and dependent care flexible spending accounts.
Additional perks: Weekly dependent care reimbursement, access to an on-site caf and fitness center, and complimentary family fitness memberships.
Opportunity to make an impact: Improve technology service delivery, strengthen support processes, and help employees work more efficiently.
Salary Type : Annual Salary
Salary Min : $ 90000
Salary Max : $ 120000
Currency Type : USD
Salary : $90,000 - $120,000