Primary Services is excited to announce the role of Manager, IT End User Computing (EUC) for our client. Join a global company in the manufacturing sector where you will oversee and support IT Field Service Operations (FSO) personnel and processes across various sites worldwide. Leveraging your expertise in client/server compute operations, network infrastructure, and IT best practices, you will collaborate closely with Managed Service Partners (MSPs) and senior IT staff to ensure the smooth functioning of IT services.
Responsibilities:
- Act as the primary contact for overseeing and supporting FSO personnel globally, serving as the escalation point for critical incidents.
- Develop FSO protocols in line with IT best practices and cybersecurity standards to enhance customer satisfaction and meet organizational goals.
- Participate in the daily operation and support of IT Field Services at all locations, ensuring timely response to support tickets.
- Collaborate with MSPs to develop knowledge articles for problem resolution and maintain the Standard Operating Environment (SOE) for company endpoints.
- Manage MSP vendor relationships to ensure adherence to Service Level Agreements (SLAs) and business continuity.
- Report on IT service ticket SLAs/KPIs and collaborate with senior IT to plan and implement project initiatives.
- Coordinate with MSPs to deliver PC leasing and refresh projects as per IT leadership forecasts.
- Maintain technical documentation and assist in after-hours maintenance activities.
- Manage support and upgrades of audio/video (A/V) equipment and enterprise-class printers across sites.
- Oversee the company cell phone program, including additions, moves, changes, and upgrades.
Technical Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or relevant field, with at least 10 years of experience.
- Proficiency in ITIL Framework for Change, Incident, and Problem Management.
- Minimum 5 years of experience managing IT Field Service Technicians, with at least 2 years in a leadership role.
Additional Requirements:
- Demonstrated capacity to lead effectively, delegate tasks, and receive feedback.
- Deep knowledge of Microsoft Windows workstation and server operating systems, with experience in systems administration.
- Broad understanding of networking hardware and fundamentals.
- Excellent communication and interpersonal skills.
Apply now.
Want to be notified of similar positions? Sign up to receive our job alerts delivered straight to your inbox. Visit to sign up.
IT Manager