Manager End User Services

Exciting News Were Moving!

As part of our continued growth and our commitment to fostering an exceptional collaborative work environment were thrilled to announce that our office will be relocating to a brand-new building at 2000 Innovation Drive Wexford PA 15090 at the end of the the meantime hybrid employees will continue working from our current location at RIDC OHara until the transition is complete.

Were excited about this next chapter and look forward to welcoming new team members to our growing organization!

Armada Supply Chain Solutions has been around for more than 100 years and is one of Pittsburghs largest private companies. We understand that a successful organization starts from the inside. Armadas culture creates an atmosphere of open planning innovation and diversity of thought. The End User Services Team is a dynamic group providing diverse support to employees onsite and employees working remotely. This role will support Armada corporate headquarters and warehouses located across the United States with innovative technologies that support collaboration with our colleagues and customers.

The End User Services Manager oversees the team members responsible for assisting employees and technology that assists in those goals including the Microsoft 365 tenant. This role involves implementing and optimizing digital initiatives to ensure a seamless user experience across all digital platforms. The manager will lead a team of 2-4 technicians responsible for deploying and supporting end-user products including laptops desktops copiers/printers and conference room equipment. The team is also responsible for Tier 1 and Tier 2 support helpdesk support.

Key Responsibilities:

Develop and execute a strategy for delivering collaborative technologies to employees.

Lead the design development optimization and implementation of end-user experiences.

Manage helpdesk responding to Tier 1 and Tier 2 issues and outsourced call center responsible for off hour escalation.

Manage the team responsible for digital touchpoints including conference room equipment desktops laptops and other workstation items.

Support Microsoft 365 including licensing configuration and permissions. Manage employee adoption and optimization of usage through employee education.

Enhance the employee experience when interacting with the IT Service team.

Monitor and manage end-user equipment and management products.

Collaborate with cross-functional teams to ensure a cohesive digital experience.

Analyze user behavior and feedback to identify educational opportunities.

Monitor and report on key performance indicators (KPIs) to measure the effectiveness of digital initiatives.

Maintain effective vendor relationships and manage contracted services.

Assess and improve practices and procedures.

Provide documentation and guidance on best practices and product usage.

Stay current on technologies and recommend new products/features.

Manage service requests for new services information or changes to existing services.

Develop and maintain IT policies procedures and documentation related to end user products and services.

Lead the strategy for Microsoft 365 and collaboration tools.

Stay updated on emerging technologies and provide guidance and education to employees.

Qualifications:

Bachelors degree in IS Business Management Computer Science or a related field or at least 7 years of experience in end-user support.

3 years of managerial experience with progressive technical management.

Strong written and verbal communication skills.

Excellent interpersonal skills.

Extensive experience supporting Microsoft 365 products including Admin Center Entra Endpoint Manager Exchange SharePoint Teams and Power Automate.

Strong project management and organizational skills.

Creative and strategic problem-solving abilities.

Required Experience:

Manager