End User Support Assistant Manager

About the role

The End User Support Assistant Manager will help lead the IT support team in delivering high‑quality technical assistance to all end users. This position ensures incidents, service requests and technical problems are resolved efficiently while driving improvements in processes, user satisfaction and team performance.

Key responsibilities

• Oversee daily operations of the service desk and onsite support teams.
• Handle escalated technical issues and ensure timely resolution.
• Support users with hardware, software, network connectivity and enterprise applications.
• Assist with deployments, upgrades, patching and maintenance of end‑user systems.
• Maintain inventory of laptops, desktops, mobile devices and peripherals.
• Ensure compliance with cybersecurity policies, secure configurations, MFA and endpoint protection.
• Collaborate with Infrastructure, Network and Security teams for smooth operations.
• Participate in audits and enforce compliance guidelines.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• 4–7 years of experience in IT support or service‑desk environments.
• Strong communication, leadership and customer‑service abilities.
• Proven capability to manage escalations and prioritize tasks under pressure.

Required skills

• Windows OS
• macOS (optional)
• Office 365 / Microsoft 365
• Active Directory
• Endpoint management tools such as Intune, SCCM, Qualys
• ITIL service‑management practices
• Enterprise collaboration platforms
• Endpoint protection and MFA implementation