IT End User Services Manager bei Hoffman & Hoffman, Inc.

Summary: 

The IT End User Services Manager is responsible for overseeing the daily operations of the IT End User Services team, ensuring the efficient and effective delivery of IT support and digital workplace solutions to meet the needs of the organization. This role involves managing IT support staff, driving ITIL-based service management practices, and implementing policies and procedures that enhance the end user experience. The IT End User Services Manager will report to the IT Director and act as their backup when necessary.

Employment at Will:  Nothing herein is intended to create a contract of employment or to guarantee employment for a definite duration.

Duties and Responsibilities:

• Oversee the daily operations of the IT End User Services team.
• Manage IT support staff, including IT Support Technicians and IT Support Engineers.
• Ensure the service desk provides timely and effective support to end users.
• Implement and enforce ITIL-based service management processes and best practices.
• Drive adoption and optimization of digital workplace solutions (e.g., collaboration tools, endpoint management, self-service portals).
• Monitor service performance and user satisfaction, ensuring high-quality support and continuous improvement.
• Develop and implement user support protocols, knowledge bases, and self-service resources.
• Coordinate with other departments to understand and meet their end-user IT needs.
• Provide technical guidance and support to the IT End User Services team.
• Report to the IT Director and act as their backup when needed.
• Stay updated with the latest trends in end user computing, digital workplace, and IT service management.

 Position Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as an IT End User Services Manager, Service Desk Manager, or similar role.
• Strong knowledge of ITIL best practices and TeamDynamix or similar IT Service Management (ITSM) tools.
• Experience managing help desk/service desk operations and digital workplace solutions.
• Excellent problem-solving and analytical skills.
• Strong communication and leadership abilities.
• Ability to manage and prioritize multiple tasks and projects.
• Strong understanding of user support protocols and service improvement strategies.
• Ability to work collaboratively with other departments and stakeholders.
• Up-to-date with the latest technology trends and best practices in end user services. 

Physical Demands:

• Standing: Frequently                                         
• Walking: Frequently
• Sitting: Frequently
• Use of Hands/Fingers: Frequently
• Bending: Frequently
• Pushing/Pulling 12 lbs. or less: Occasionally
• Lifting/Carrying 10 lbs. or less: Occasionally
• Lifting/Carrying 11-20 lbs.: Rarely
• Reaching Outward: Frequently
• Reaching Above Shoulder: Occasionally
• Squatting/Kneeling: Occasionally

This job description is intended to provide information regarding the essential functions and basic duties of this position.  It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and duties that could be assigned.  Additional functions and requirements may be assigned by management as it deems appropriate. This document does not constitute a contract and is subject to change at the discretion of Hoffman & Hoffman, Inc.

EOE / Vets / Disabled