Manager of End User Support

4 weeks ago

Salisbury, United States Optomi Full time

Position Overview:

Optomi is seeking a proactive and experienced Manager of End User Devices to oversee our extensive fleet of end user technology, including mobile devices, printers, and other equipment that directly impacts our workforce. This role will be responsible for managing a team of 11, ensuring optimal performance and user experience across approximately 7,000 to 8,000 devices company-wide.

Key Responsibilities:

  • Team Leadership: Manage and mentor a team of IT professionals, providing guidance on best practices for end user support and device management.
  • Device Oversight: Oversee all end user devices, including Windows PCs, MacBooks, iOS and Android mobile devices, and printers, ensuring they are properly maintained, updated, and secured.
  • Support Management: Facilitate Tier 2-3 support for escalated technical issues, working closely with the help desk team to ensure efficient resolution of user problems.
  • Standard Operating Procedures (SOPs): Develop and implement SOPs to streamline operations, improve efficiency, and maintain high service quality as the scale of devices increases.
  • User Experience (UX): Ensure a stable and user-friendly experience across all end user devices, addressing any performance issues proactively.
  • Collaboration: Work with other IT teams to coordinate efforts and share knowledge, particularly in the transition to Intune for mobile device management.
  • Reporting & Analysis: Regularly assess device performance metrics and user satisfaction, utilizing insights to drive improvements and strategic initiatives.

Qualifications:

  • Experience: Proven experience managing a large-scale end user device environment (7,000+ devices preferred) with a demonstrated ability to lead a sizable team.
  • Technical Skills: Strong knowledge of Windows environments, experience with Mac devices, and familiarity with mobile device management (MDM) solutions such as SCCM and Intune.
  • Leadership: Excellent leadership and team-building skills, with a track record of mentoring and developing IT staff.
  • Problem-Solving: Strong analytical and troubleshooting skills, with the ability to handle escalated issues efficiently.
  • Documentation: Experience in creating and maintaining SOPs and technical documentation.
  • Communication: Excellent verbal and written communication skills, with the ability to effectively interact with technical and non-technical stakeholders.

Why Join Us?

At Optomi you will have the opportunity to lead a dynamic team in a fast-paced environment, impacting the productivity and satisfaction of our end users. We value innovation, collaboration, and the continuous improvement of our IT services. If you are ready to take on a leadership role in managing a diverse range of devices and enhancing the end user experience, we would love to hear from you

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