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