IT End User Support Manager

Company Overview: 

At Tactacam, we are a rapidly growing and market-leading outdoor products and technology company. With over 600,000+ active customers worldwide and an expanding product line, we offer exciting opportunities for career growth and personal development. Join us at Tactacam, where innovation, adventure, and limitless possibilities await! 

Summary 

The IT End User Support Manager is responsible for leading and managing a team of IT support professionals dedicated to providing exceptional technical assistance to end-users across the organization. This role ensures the efficient and effective resolution of IT issues related to hardware, software, and access, while maintaining a high level of customer satisfaction. The manager will oversee desktop support for Mac, Windows, and Chromebooks, manage software licensing, implement access controls, and drive continuous improvement in end-user support processes. The manager plays a crucial role in IT budget planning, monitoring compliance, and ensuring adherence to best practices and regulations. 

Responsibilities 

Team Leadership and Management: 

Lead, mentor, and develop a team of IT support specialists. 

Assign tasks, monitor performance, and provide regular feedback and coaching. 

Conduct performance reviews and manage team schedules. 

Foster a collaborative and customer-focused team environment. 

End User Support: 

Oversee the daily operations of the IT help desk, ensuring timely and effective resolution of end-user issues. 

Manage and prioritize support tickets, ensuring adherence to service level agreements (SLAs). 

Provide escalated support for complex technical issues. 

Maintain a high level of customer satisfaction through proactive communication and problem-solving.

Desktop Management: 

Manage the setup, configuration, and maintenance of Mac, Windows, and Chromebook workstations. 

Ensure proper installation and configuration of desktop software. Develop and maintain documentation for desktop support procedures. Manage endpoint management software. 

Software Licensing and Access Control: 

Manage software licensing and ensure compliance with vendor agreements. Implement and maintain access control policies and procedures. 

Manage user accounts and permissions. 

Manage software deployment.