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Technology Manager, End User Systems & Support Are you a technology leader who thrives on building great support experiences and developing strong teams? We're looking for a Technology Manager, End User Systems & Support to lead end user service delivery across all company locations and ensure a responsive, reliable, and well managed support experience for office, manufacturing, warehouse, and remote personnel. About the Role Our IT department's mission is to provide a flexible, reliable, secure, and cost effective technology environment, while strategically planning, training, and implementing technology for the company's future needs. This role reports to the Sr. Director of IT and works cross functionally with departments across the company. You'll combine team leadership, operational ownership, and hands on technical understanding, managing the service desk and desktop support functions while serving as an escalation point for more complex end user issues. You'll partner closely with infrastructure, security, and application teams to continuously improve service quality, end user experience, and support effectiveness. You'll support 400 end users across all company locations throughout the United States, including office, manufacturing, and warehouse personnel. What You'll Do Strategy and Service Delivery Lead continuous improvement of end user support services, service desk processes, and the overall technology experience Help shape roadmaps for end user systems, support workflows, meeting room technology, and service enhancements Monitor service performance, customer satisfaction, and operational trends, and implement improvements where needed Ensure standards, procedures, and support practices are in place to deliver consistent, high quality service Team Leadership and Project Execution Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity Lead or support approved projects related to end user systems, hardware refreshes, software deployments, support tools, and service transitions Coordinate internal staff and third party providers to ensure successful delivery of projects and operational initiatives Technical Operations and Escalation Oversee day to day end user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness Serve as an escalation point for complex end user issues involving endpoints, collaboration tools, access, conferencing, and related technologies Partner with infrastructure, security, networking, and application teams to resolve issues beyond typical help desk support Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues End User Technology Management Manage procurement, deployment, support, and inventory of end user hardware, peripherals, software, and related technology resources Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company Ensure support activities align with company policies, security expectations, and operational requirements What You Bring Bachelor's degree in Business, Information Systems, or a related discipline, or equivalent experience 7+ years of progressive experience in IT support, end user computing, service delivery, or related technical operations, including experience leading support staff or technical teams Strong knowledge of end user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus A proactive, collaborative leader with an entrepreneurial spirit and vision Understanding of the nuances of working in a family-owned organization Ability to interact with all levels of the organization, along with the self-awareness to both give and accept feedback Strong, effective communication skills Confidence to serve as a trusted advisor, willing to challenge in an appropriate and respectful manner

Direct Reports:

2 (IT Service Desk Technician)

Travel:

10% to 20%

Pay:

$135,000.00 - $140,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person