Senior Manager, IT End User Support - Remote (within the U.S.)

About The Role:

The Senior Manager of IT End User Support plays a critical role in ensuring the smooth operation of our IT environment by leading a team focused on Tier 1 IT support and application administration. This leadership position is responsible for overseeing the delivery of high-quality IT support to end users and ensuring the effective management of key business applications. This individual will collaborate closely with cross-functional teams to align technology initiatives with the organization's strategic goals.

This role will report to the Director of Information Technology and directly manage a team of five IT professionals.

Responsibilities:

People & Performance Management (70% of time)

• Lead and manage a team of five IT professionals responsible for Tier 1 IT support and application administration
• Provide guidance, mentorship, and performance feedback to enhance the team's skills and capabilities
• Implement and monitor key performance indicators (KPIs) to measure the performance and effectiveness of IT support services
• Continuously improve service quality and efficiency

IT Support Services & Internal Collaboration (30% of time)

• Maintain and optimize the IT service desk, including incident ticketing systems and knowledge bases, to streamline support processes and enhance end user self-service capabilities
• Oversee the delivery of Tier 1 & 2 IT support services to end users, ensuring timely resolution of technical issues, efficient incident management, and excellent customer service
• Manage the administration of key business applications, including user access, configuration, and maintenanceCollaborate with application owners and vendors to optimize application performance
• Collaborate with application owners and vendors to optimize application performance
• Collaborate with the Learning and Development team to develop and deliver end user training programs to enhance IT literacy and self-sufficiency

What You Bring:

• Bachelor's degree in Information …