What are the responsibilities and job description for the End User Services Manager position at Tepa LLC?
ABOUT THE TEPA COMPANIES Established in 2005 and owned by the Paskenta Band of Nomlaki Indians, The Tepa Companies deliver comprehensive and sustainable solutions to federal, state, local, and private-sector clients throughout the United States. The tribally owned companies work independently and collaboratively to provide wide-ranging construction, engineering, environmental, industrial, staffing, and technology services. When you join Tepa Companies, you have the opportunity to expand your entrepreneurial skill set while growing professionally alongside the best in the industry. You will have the opportunity to impact your team, the organization as a whole, and subsequently, our Tribe. We seek out top talent to provide the best services for our clients. We focus on being a responsible company for our employees and their families by creating a culture that reflects our core values and offering competitive pay and benefits package. Our benefits package includes comprehensive medical, dental, vision, generous paid time off and holidays, 401(k) plan with company match, life insurance, flexible spending and health savings account, mental health support and resources, short and long-term disability, and tuition reimbursement. LOCATION: This is a hybrid position requiring regular in-office presence in Alexandria, VA. Salary Range: $115,000.00 - $135,000.00 ABOUT THE JOB The Tepa Companies are seeking an End User Services Manager to lead the delivery of end-user technology services across the organization, ensuring employees receive professional, responsive, secure, and reliable support throughout the technology lifecycle. As the End User Services Manager, you will partner closely with Infrastructure, Cybersecurity, HR, Procurement, and business leaders to continuously improve service delivery, operational maturity, and customer satisfaction. Job Functions: Leads daily operations of the End User Services team, including Service Desk, walk-up support, and IT Asset Management. Owns the end-user technology lifecycle, including onboarding, device deployment, software fulfillment, moves/adds/changes, refresh, recovery, and secure disposal. Establishes and monitors service KPIs, customer satisfaction metrics, SLAs/SLOs, backlog health, and technician productivity. Owns hardware asset inventory accuracy, lifecycle planning, warranty management, procurement coordination, and CMDB integrity. Develops repeatable operational processes, standard operating procedures, and knowledge management practices. Partners with Infrastructure on endpoint engineering (Intune, Autopilot, imaging, automation) while owning operational execution. Coordinates onboarding and offboarding with HR and Security to ensure timely provisioning and recovery of assets and access. Drives continuous improvement through automation, self-service, and process optimization. Leads, coaches, and develops End User Services staff while fostering professionalism, accountability, and customer focus. Provides operational reporting and service health updates to IT leadership. WHAT WE'RE LOOKING FOR Bachelor's degree or equivalent experience. 7 years of progressive IT support or end-user services experience. 2 years of leadership or supervisory experience. Experience with enterprise ITSM platforms and IT Asset Management. Strong customer service, communication, organizational, and analytical skills. Ability to obtain and retain high customer satisfaction scores. Ability to consistently achieve service objectives. Ability to accurately manage asset inventory and lifecycle records. Ability to efficiently onboard and offboard team members and staff. Ability to reduce service request backlog and improve response times. Ability to create and maintain operational dashboards supporting data-driven decisions. Ability to lead improved knowledge reuse and automation adoption. Preferred: ITIL Foundation HDI Support Center Manager Microsoft Intune and Autopilot CMDB administration Enterprise procurement and lifecycle management Equal Opportunity Employer/Veterans/Disabled Salary Range: Tepa is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. As a federal contractor, Tepa has affirmative action programs for protected veterans and individuals with disabilities. If you’d like to view a copy of the company’s affirmative action plans for protected veterans and individuals with disabilities, please email hr@tepa.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers@tepa.com. If you don’t see a position that matches what you’re looking for, share your information with us! Our recruiters will contact you when an opportunity aligns with your experience.
Salary : $115,000 - $135,000