Aivana ยท 2 months ago
Manager of End User Services - 11187
Warrendale, Pennsylvania, United States
Full-time
Onsite
Senior Level
7+ years expAivana is seeking an experienced and strategic End User Services Manager to lead their end-user computing and collaboration technologies across a distributed corporate environment. The role involves managing a team, overseeing support operations, and optimizing the employee digital experience through Microsoft 365 administration and security.
Human Resources
Responsibilities
Lead and mentor the End User Services team, ensuring excellent delivery of IT support and collaboration solutions
Oversee day-to-day Tier 1 and Tier 2 service desk operations, ensuring SLA compliance and efficient escalation management
Drive transformation from a traditional helpdesk to a proactive service desk model
Manage and optimize Microsoft 365 environment (Teams, SharePoint, Exchange, Entra, Endpoint Manager, Power Automate)
Oversee deployment and maintenance of end-user technology (desktops, laptops, printers, conference room systems)
Monitor and improve digital user experience through analytics, KPIs, and user feedback
Present to large and small groups, including executive leadership, on IT strategy, performance, and initiatives
Collaborate cross-functionally to align IT services and enhance the digital workplace
Qualification
Required
Bachelors degree in Information Systems, Computer Science, or a related field, or equivalent experience (7+ years)
Minimum 3 years of managerial experience leading IT support or end-user computing teams
Strong technical expertise in Microsoft 365 administration and security
Demonstrated success managing Tier 1 and Tier 2 IT support functions
Experience with ITIL frameworks and process improvement
Excellent communication, leadership, and presentation skills must be comfortable presenting to executives
Hands-on capability with service desk operations (10-15%) and collaboration with IT teams (30-40%)
Preferred
Background in office moves or technology infrastructure setup for new facilities
Proven track record of transforming support models and improving end-user engagement
Experience in enterprise, manufacturing, logistics, or consulting environments
Company
Aivana
We offer a comprehensive range of services to help streamline your operations, reduce costs, and drive growth.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase