Overview:
Overview
The End User Services Manager leads Cajun's end-user technology and support functions across corporate offices and project locations. This role owns the employee technology experience, helpdesk operations, endpoint lifecycle, and the performance of the End User Services team.
The position is responsible for delivering consistent, responsive, secure, and scalable support while establishing clear standards, ownership, and accountability across end-user technology services.
Responsibilities
*The following are intended as general illustrations of the work in this job class and are not all-inclusive for this position.
Service & Support Operations
- Lead helpdesk and end-user support operations across Cajun locations.
- Establish standards for ticket ownership, prioritization, escalation, communication, and resolution.
- Monitor service levels, ticket volumes, backlog, recurring issues, and customer satisfaction.
- Identify recurring problems and drive permanent solutions.
- Maintain support documentation, procedures, and self-service resources.
Team Leadership
- Lead, coach, and develop the End User Services team.
- Establish clear responsibilities, ownership areas, performance expectations, and backup coverage.
- Ensure appropriate staffing, workload balance, and support coverage.
- Participate in hiring, performance management, and employee development.
- Promote a culture of accountability, responsiveness, and service to the business.
Endpoint & Technology Management
- Own the lifecycle of Cajun's desktops, laptops, mobile devices, peripherals, and end-user software.
- Establish and maintain endpoint standards, configurations, and technology refresh plans.
- Ensure devices are properly deployed, inventoried, patched, secured, supported, and retired.
- Coordinate endpoint security and compliance requirements with Infrastructure and Security.
- Ensure technology needs are addressed during employee onboarding, transfers, and terminations.
Technology Improvement
- Lead end-user technology deployments, refresh initiatives, and office technology projects.
- Identify opportunities to improve support through automation, standardization, and improved tools.
- Partner with business leaders to understand user needs and improve the employee technology experience.
- Coordinate with vendors and assist with budgeting for end-user hardware, software, and services.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent experience.
- 7+ years of experience in IT support, end-user computing, systems administration, or related technology roles.
- 2+ years of experience leading an IT support or technical services team.
- Strong knowledge of Microsoft 365, Windows, Active Directory/Entra ID, endpoint management, and modern IT support practices.
- Experience with endpoint deployment, patching, software distribution, asset management, and helpdesk operations.
- Strong leadership, troubleshooting, organizational, communication, and customer-service skills.
Preferred Qualifications
- Experience supporting a geographically distributed workforce.
- Experience in construction, industrial, field operations, or another environment with a significant mobile workforce.
Physical: While performing the essential functions of this job, the employee may be required to:
- Remain in a stationary position (sitting or standing) for extended periods during office work and meetings.
- Operate a computer keyboard, mouse, and other office equipment.
- Frequently communicate and exchange accurate information in person, electronically, and during virtual or telephone meetings.
Mental: While performing the essential functions of this job, the employee may be required to:
- Direct, collaborate with, and communicate with executives, clients, and project teams.
- Interpret and apply company policies, safety protocols, and written instructions.
- Perform mathematical calculations, analyze business data, and review project estimates.
- Maintain accuracy, productivity, and attention to detail while managing competing priorities in an active office environment with frequent interruptions.
- Process, retain, and manage complex project details, contractual requirements, and client data.