End User Computing Manager

Position: End User Computing Manager
Location: Decatur Georgia 30030
Target Salary: 105-125k

About the Role
Are you a dynamic IT leader with a passion for delivering world-class end-user support? Join our team as an End User Computing Manager and lead a skilled group of IT professionals dedicated to providing high-quality technical support and driving IT service excellence across the organization.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and develop a high-performing IT support team
• Set performance goals, manage workflows, and implement training plans
• Ensure consistent service delivery and adequate resource coverage

Technical Support & Escalation Management

• Oversee resolution of technical issues and compliance with SLAs
• Act as an escalation point for complex IT incidents
• Define specifications for end-user hardware and support tools (laptops, desktops, AV tech, etc.)

System Maintenance & Collaboration

• Ensure optimal performance of hardware, software, and network systems
• Partner with IT teams to implement upgrades, patches, and system enhancements

Process & Performance Improvement

• Use data to improve support operations and end-user experience
• Lead automation efforts and promote self-service capabilities
• Identify and resolve recurring technical issues

Communication & Customer Focus

• Foster clear communication between IT and end users
• Report on helpdesk metrics and service performance
• Train users to better utilize their technology tools

Budget & Asset Management

• Assist in managing the IT support budget
• Oversee IT asset procurement and inventory

Documentation & Standards

• Maintain accurate records of support incidents and asset tracking
• Create and update documentation for procedures and technical resolutions

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (preferred)
• 3+ years in an IT leadership role, specifically in help desk or end-user support
• Strong hands-on experience with Tier 2 support, including Windows, MacBooks, networking, VMs, and M365 suite
• Familiarity with VPNs, security protocols, and IT infrastructure
• Experience optimizing team performance and support workflows
• Proficiency with ticketing systems (Jira Service Manager preferred)
• Knowledge of ITSM/ITIL frameworks and best practices