Manager, End User Services

Our Company

The North American Electric Reliability Corporation (NERC) is a not-for-profit international regulatory authority whose mission is to assure the effective and efficient reduction of risks to the reliability and security of the grid. NERC develops and enforces Reliability Standards; annually assesses seasonal and long‐term reliability; monitors the bulk power system through system awareness; and educates, trains, and certifies industry personnel. NERC’s area of responsibility spans the continental United States, Canada, and the northern portion of Baja California, Mexico. NERC is the Electric Reliability Organization (ERO) for North America, subject to oversight by the Federal Energy Regulatory Commission (FERC) and provincial authorities in Canada. NERC’s jurisdiction includes users, owners, and operators of the bulk power system, which serves nearly 400 million people.

Our Mission

The vision for the ERO Enterprise, which is comprised of NERC and the six Regional Entities, is a highly reliable and secure North American bulk power system. Our mission is to assure the effective and efficient reduction of risks to the reliability and security of the grid.

Your Impact

The End User Services Manager is responsible for leading the organization’s Service Desk and Desktop Support functions to deliver reliable, responsive, and customer-focused technology experience across the enterprise. This role oversees day-to-day end-user support, executive/VIP support, endpoint engineering and management, incident and problem management, IT asset lifecycle management, and continuous improvement of IT support services.

The End User Services Manager will lead and develop a high-performing support team while establishing measurable service levels, operational standards, documentation, and processes. The position requires strong technical expertise in Microsoft Intune and modern endpoint management, combined with ITIL-based service management practices and exceptional customer service.

The successful candidate will be both a people leader and technical leader, capable of improving operational performance, implementing automation, analyzing service trends, and partnering with Infrastructure, Cybersecurity, and other IT teams to resolve issues and improve the overall employee technology experience.

This position reports to the Head of Infrastructure Operations and Engineering.

Your Role

Leadership Responsibilities

Operational Responsibilities

Service Desk & Desktop Support

• Lead the daily operations of the IT Service Desk and Desktop Support teams.
• Ensure employees receive timely, professional, and customer-focused technical support.
• Establish and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), escalation procedures, and support standards.
• Manage support for Windows endpoints, Microsoft 365, Microsoft Teams, Outlook, browsers, VPN, printers, mobile devices, collaboration technologies, and other enterprise applications.
• Oversee laptop provisioning, imaging, configuration, deployment, replacement, and decommissioning.
• Establish standards for ticket documentation, knowledge articles, troubleshooting procedures, and escalation.
• Develop self-service capabilities and knowledge management processes that reduce repetitive support requests.
• Identify opportunities to automate repetitive Service Desk and endpoint support activities.
• Partner with Infrastructure, Cybersecurity, Application, and Network teams to resolve complex issues.
• Maintain appropriate staffing, scheduling, workload distribution, and escalation coverage.

Executive & VIP Support

• Establish and manage a high-touch Executive Support program for senior executives, leadership, and other designated VIP users.
• Ensure executive support requests receive appropriate priority, ownership, communication, and follow-through.
• Provide or coordinate support for laptops, mobile devices, Microsoft Teams, conferencing technologies, remote access, presentations, and executive meetings.
• Proactively identify technology issues that could impact executives and critical meetings.
• Maintain strong communication with executives and executive administrative staff.
• Ensure executive technology issues are handled with discretion, professionalism, urgency, and confidentiality.
• Develop executive support standards that provide a consistent premium support experience.

Microsoft Intune & Endpoint Management

• Serve as a technical leader and subject matter expert for Microsoft Intune and modern endpoint management.
• Oversee Windows device enrollment, configuration, compliance, application deployment, patching, and endpoint lifecycle management.
• Develop and maintain Intune configuration profiles, compliance policies, application deployment policies, update rings, and device management standards.
• Use Intune to improve automation of endpoint provisioning, configuration, software distribution, and remediation.
• Support and improve Windows Autopilot provisioning and deployment processes.
• Work with Cybersecurity to identify and remediate endpoint vulnerabilities and non-compliant devices.
• Ensure endpoint operating systems and applications remain current with security patches and organizational standards.
• Develop reporting and dashboards to measure endpoint health, compliance, patching, deployment status, and vulnerabilities.
• Support mobile device management (MDM) and mobile application management (MAM) strategies where applicable.
• Partner with Cybersecurity to ensure endpoint configurations align with organizational security policies and standards.

Incident Management

• Own and continuously improve the IT Incident Management process.
• Ensure incidents are properly categorized, prioritized, assigned, escalated, communicated, and resolved.
• Lead or coordinate response to high-priority and major incidents impacting end users.
• Establish clear escalation paths between the Service Desk and Tier 2/Tier 3 technical teams.
• Ensure appropriate stakeholder and leadership communication during significant incidents.
• Conduct post-incident reviews when appropriate and track corrective actions through completion.
• Analyze incident trends to identify opportunities to reduce recurring support issues.

Problem Management

• Develop and manage a formal Problem Management process focused on identifying and eliminating the root causes of recurring incidents.
• Use ticket and incident data to identify recurring problems and systemic technology issues.
• Coordinate root cause analysis with Infrastructure, Cybersecurity, Application, Network, and vendor teams.
• Maintain known-error information, workarounds, and knowledge documentation.
• Track corrective actions and ensure identified problems are addressed.
• Measure reductions in recurring incidents resulting from Problem Management activities.

IT Asset Management

• Oversee the complete lifecycle of end-user technology assets, including laptops, desktops, monitors, mobile devices, peripherals, and other assigned equipment.
• Maintain accurate asset inventory and ownership records.
• Establish processes for procurement, receiving, inventory, deployment, assignment, transfer, refresh, recovery, and secure disposal.
• Ensure IT assets are properly associated with employees and accurately reflected within the organization's ITSM and asset management systems.
• Develop processes for recovering equipment from departing employees.
• Coordinate hardware refresh programs based on organizational lifecycle standards.
• Conduct periodic inventory audits and reconcile discrepancies.
• Partner with Procurement, Finance, Human Resources, Cybersecurity, and other teams to maintain effective asset controls.
• Identify opportunities to reduce hardware costs and improve utilization of existing assets.

Service Management & Continuous Improvement

• Apply ITIL principles to Service Desk operations, Incident Management, Problem Management, Request Management, Knowledge Management, and Asset Management.
• Develop a service-oriented culture focused on ownership, accountability, communication, and customer experience.
• Establish standardized operating procedures and ensure processes are documented and consistently followed.
• Develop and maintain a Service Desk knowledge base.
• Use analytics to identify service trends, recurring issues, training opportunities, and automation opportunities.
• Evaluate and implement technologies such as automation, AI, self-service, and endpoint remediation tools that improve support efficiency.
• Regularly review support processes and recommend improvements to IT leadership.

Performance Metrics & Reporting

The End User Services Manager will establish, monitor, and regularly report operational KPIs, including:

• Customer Satisfaction (CSAT)
• First Contact/First Touch Resolution
• Mean Time to Resolve (MTTR)
• Average response and resolution times
• SLA/OLA attainment
• Ticket volume and backlog
• Ticket aging
• Escalation rates
• Recurring incident trends
• Major incident performance
• Endpoint compliance
• Patch compliance
• Vulnerability remediation performance
• Device deployment/provisioning time
• Asset inventory accuracy
• Hardware lifecycle and refresh status
• Knowledge base utilization
• Self-service and automation adoption

Metrics should be used not simply for reporting but to identify trends, improve services, increase accountability, and drive measurable improvements in the employee technology experience.

Qualifications

The successful candidate will have:

Required Technical Experience

Leadership Competencies

Other

Our Culture Declarations