Manager, IT End-User Support

ROLE SUMMARY: Lead and manage the IT End-User Support function, overseeing first-line (L1) support delivery across offices, administration buildings, and plant locations. Accountable for service desk operations, team performance and development, escalation management, IT asset management, and continuous improvement of end-user support services, ensuring alignment with organizational standards, security policies, and Service Level Agreements (SLAs). ROLES & RESPONSIBILITIES: • Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians across offices, administration buildings, and plant locations. • Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via phone, email, chat, or the ticketing system (e.g., ServiceNow) are addressed within defined SLAs. • Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics; drive corrective actions to address performance gaps. • Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams to ensure timely resolution. • Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh/replacement cycles, in compliance with organizational security baselines. • Oversee IT onboarding and offboarding activities across the organization, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management. • Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets, account unlocks, group membership updates) in line with defined access control procedures. • Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring. • Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records for issued equipment. • Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including use of appropriate Personal Protective Equipment (PPE), when providing support in plant or industrial areas. • Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance across all locations. • Analyse recurring incidents and support trends to recommend and implement long-term solutions that reduce support workload and improve customer satisfaction. • Ensure team compliance with IT security policies and coordinate execution of vulnerability remediation activities (patching, antivirus, MFA, etc.). • Manage team schedules, shift coverage, and resource allocation across locations to ensure business continuity of support services. • Conduct performance reviews, coaching, mentoring, and skills development planning for team members. • Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority. • Experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design principles into projects, systems, and change management processes. • Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI enablement. QUALIFICATION & EDUCATION: • Bachelor’s degree in information technology, Computer Science, or a related field. EXPERIENCE: • Minimum of 12 years of progressive experience in IT end-user/technical support, including at least 3-5 years in a supervisory or managerial role leading IT support/service desk teams, preferably within an industrial or manufacturing environment. SKILLS: Technical Skills • IT Service Management (ITSM) and ITIL Practices • Service Desk and Ticketing Systems (ServiceNow, ManageEngine, Jira Service Management, etc.) • Microsoft 365 Administration and End-User Support • Windows 10/11 Enterprise Administration and Troubleshooting • Active Directory and Microsoft Entra ID (Azure AD) user administration • Endpoint Management (Microsoft Intune, SCCM/MECM, Endpoint Central, NinjaOne) • Device Lifecycle Management and Asset Management • Hardware and Peripheral Support (Servers, Laptops, PCs, Printers, Scanners, Mobile Devices) • Collaboration Platforms (Microsoft Teams, SharePoint, OneDrive) • Audio Visual (AV) and Meeting Room Technology Support • Network Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) • Endpoint Security and Cybersecurity Awareness • Identity and Access Management Fundamentals • Software Deployment and Patch Management • Vendor and Service Provider Management • SLA and KPI Monitoring and Reporting • IT Procurement and License Management • Business Continuity and Disaster Recovery Awareness • Power BI and Service Analytics Reporting (desirable) • Basic PowerShell Automation (desirable) Soft Skills & Competencies • IT Service Delivery and End-User Support Management • Leadership, Coaching, and Team Development • Stakeholder and Vendor Management • Customer Service Excellence • Problem Solving and Decision Making • Analytical and Continuous Improvement Mindset • Communication, Presentation, and Reporting Skills • Planning, Prioritization, and Resource Management • Change Management and Service Improvement • Business Acumen and Service Ownership

Minimum of 12 years of progressive experience in IT end-user/technical support, including at least 3-5 years in a supervisory or managerial role leading IT support/service desk teams, preferably within an industrial or manufacturing environment. Bachelor’s degree in information technology, Computer Science, or a related field.

Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians across offices, administration buildings, and plant locations. Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via phone, email, chat, or the ticketing system (e.g., ServiceNow) are addressed within defined SLAs. Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics; drive corrective actions to address performance gaps. Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams to ensure timely resolution. Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh/replacement cycles, in compliance with organizational security baselines. Oversee IT onboarding and offboarding activities across the organization, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management. Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets, account unlocks, group membership updates) in line with defined access control procedures. Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring. Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records for issued equipment. Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including use of appropriate Personal Protective Equipment (PPE), when providing support in plant or industrial areas. Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance across all locations. Analyse recurring incidents and support trends to recommend and implement long-term solutions that reduce support workload and improve customer satisfaction. Ensure team compliance with IT security policies and coordinate execution of vulnerability remediation activities (patching, antivirus, MFA, etc.). Manage team schedules, shift coverage, and resource allocation across locations to ensure business continuity of support services. Conduct performance reviews, coaching, mentoring, and skills development planning for team members. Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority. Experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design principles into projects, systems, and change management processes. Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI enablement.