End User Services Manager at Richmond, VA

Job Summary:

The End User Services Manager is responsible for leading and managing the IT Service Desk, IT Desktop Support, Central Print, and Imaging teams to ensure effective and efficient end-user technology support. This role involves overseeing daily operations, maintaining service level agreements, developing processes, and driving customer satisfaction. The manager also handles escalated support issues, manages projects and outsourced contracts, and collaborates on IT strategy and service improvements.

Responsibilities:

• Hire, train, lead, and manage IT Service Desk, Desktop Support, Print, and Imaging teams.
• Provide leadership, mentoring, and coaching for staff development and succession planning.
• Oversee day-to-day operations ensuring all SLAs are met.
• Create and maintain standards, processes, and procedures for team deliverables.
• Promote customer satisfaction and operational excellence initiatives.
• Address and resolve escalated complex support issues.
• Assist in developing technology strategy for user support in collaboration with IT management.
• Serve as process owner for IT Service Management functions and lead responses to major incidents.
• Arrange and maintain alternative work locations for disaster recovery and business continuity.
• Establish and manage relationships with end-users, vendors, and suppliers.
• Manage projects and assign staff to projects as needed.
• Manage outsourced contracts and resources.
• Participate in cross-departmental teams to improve services agency-wide.
• Perform other technical support duties as required.
• Carry out supervisory responsibilities including hiring, training, performance appraisal, and conflict resolution.

Required Skills & Certifications:

• Knowledge of Altiris and IT Service Management (ITSM) tools.
• Strong verbal and written communication skills.
• Excellent organizational and project management skills.
• Demonstrated troubleshooting, analytical, and customer service abilities.
• Ability to manage competing priorities and lead staff effectively in a fast-paced environment.
• Capability to work independently with minimal oversight.
• Experience in developing and maintaining technical documentation.

Preferred Skills & Certifications:

• Experience mentoring others in new technologies.
• Familiarity with disaster recovery planning and business continuity.
• Experience managing outsourced contracts and vendor relationships.

Special Considerations:

• Must comply with organizational policies and applicable laws in supervisory roles.
• Ability to respond to major incidents involving end-user technology.
• Work requires managing multiple priorities and rapid changes in a dynamic environment.
• Onsite work required 100% of the time.

Scheduling:

• Full-time position with a standard onsite work schedule in Richmond, VA.