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. 

TechnicSKILLS: 
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