End User Service Coordinator

Job Title: Onsite End User Services Coordinator
Location: Onsite
Employment Type: Full-Time

Position Summary

CTG is seeking an experienced and highly organized Onsite End User Services Coordinator to oversee and coordinate end-user support operations in a dynamic enterprise environment. This role serves as the central point of coordination for the Desktop Support team, ensuring incoming work is properly prioritized, assigned, tracked, and completed in accordance with service level expectations.

The Onsite End User Services Coordinator will work closely with technical team leads and stakeholders to oversee daily support operations, Active Directory (AD) migration activities, merger and acquisition (M&A) integration efforts, and other end-user technology initiatives. The ideal candidate combines strong operational leadership, customer service excellence, and technical understanding to ensure a seamless support experience for end users. 

Key Responsibilities

Service Coordination & Operational Oversight

• Coordinate and manage incoming support requests, incidents, and service requests for the Desktop Support team.
• Prioritize and assign work based on business impact, urgency, resource availability, and service level commitments.
• Monitor ticket queues to ensure timely response and resolution of support issues.
• Act as the primary liaison between end users, support personnel, and IT leadership.
• Escalate critical issues and coordinate resolution across multiple support groups.

Team Leadership & Workflow Management

• Provide day-to-day coordination and oversight of support activities across multiple workstreams.
• Partner with and oversee team leads responsible for:
  • Active Directory (AD) migration initiatives
  • Merger and acquisition (M&A) technology integration activities
  • Daily desktop and end-user support operations
• Facilitate communication, status updates, and issue resolution among technical teams.
• Ensure teams remain aligned on priorities, timelines, and project objectives.

Project & Migration Support

• Coordinate end-user technology activities associated with mergers, acquisitions, divestitures, and organizational changes.
• Support planning and execution of Active Directory migrations, workstation deployments, user account transitions, and related endpoint activities.
• Track project milestones, risks, dependencies, and resource requirements.
• Work with stakeholders to minimize business disruption during migration and integration efforts.

Customer Service & Stakeholder Engagement

• Serve as an advocate for end users by ensuring a high level of customer satisfaction.
• Communicate outage notifications, project updates, and service impacts to business stakeholders.
• Conduct regular status meetings with support teams and project stakeholders.
• Identify opportunities to improve service delivery and user experience.

Reporting & Continuous Improvement

• Track and report key operational metrics, including ticket volumes, SLA performance, support trends, and project status.
• Identify recurring issues and recommend process improvements.
• Develop and maintain operational documentation, procedures, and support standards.
• Support audit, compliance, and documentation requirements related to end-user services.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field; equivalent experience considered.
• 5+ years of experience in desktop support, end-user services, service desk operations, or IT coordination.
• 2+ years of experience leading or coordinating technical teams or support operations.
• Experience coordinating large-scale endpoint deployments, Active Directory migrations, or enterprise technology initiatives.
• Strong understanding of desktop technologies, Microsoft Windows environments, Microsoft 365, Active Directory, and endpoint support processes.
• Experience working within ITIL-based service management environments.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to manage multiple competing priorities in a fast-paced environment.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $60.00 to $70.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.