Manager End User Services

Armada Supply Chain Solutions - Pittsburgh, PA

Full-time - Manager

Pittsburgh, PA

Merchant Wholesalers, Nondurable Goods

About the position

The End User Services Manager at Armada Supply Chain Solutions is responsible for overseeing a team that provides diverse support to employees both onsite and remotely. This role focuses on implementing and optimizing digital initiatives to enhance user experience across various platforms, particularly with Microsoft 365 technologies. The manager will lead a team of technicians in deploying and supporting end-user products and managing helpdesk operations for Tier 1 and Tier 2 support.

Responsibilities

• Develop and execute a strategy for delivering collaborative technologies to employees.
• Lead the design, development, optimization, and implementation of end-user experiences.
• Manage helpdesk responding to Tier 1 and Tier 2 issues, and outsourced call center responsible for off hour escalation.
• Manage the team responsible for digital touchpoints, including conference room equipment, desktops, laptops, and other workstation items.
• Support Microsoft 365, including licensing, configuration, and permissions.
• Manage employee adoption and optimization of usage through employee education.
• Enhance the employee experience when interacting with the IT Service team.
• Monitor and manage end-user equipment and management products.
• Collaborate with cross-functional teams to ensure a cohesive digital experience.
• Analyze user behavior and feedback to identify educational opportunities.
• Monitor and report on key performance indicators (KPIs) to measure the effectiveness of digital initiatives.
• Maintain effective vendor relationships and manage contracted services.
• Assess and improve practices and procedures.
• Provide documentation and guidance on best practices and product usage.
• Stay current on technologies and recommend new products/features.
• Manage service requests for new services, information, or changes to existing services.
• Develop and maintain IT policies, procedures, and documentation related to end user products and services.
• Lead the strategy for Microsoft 365 and collaboration tools.
• Stay updated on emerging technologies and provide guidance and education to employees.

Requirements

• Bachelor's degree in IS, Business Management, Computer Science, or a related field, or at least 7 years of experience in end-user support.
• 3 years of managerial experience with progressive technical management.
• Strong written and verbal communication skills.
• Excellent interpersonal skills.
• Extensive experience supporting Microsoft 365 products, including Admin Center, Entra, Endpoint Manager, Exchange, SharePoint, Teams, and Power Automate.
• Strong project management and organizational skills.
• Creative and strategic problem-solving abilities.