Release Manager overseeing software release coordination and deployment activities. Collaborating with project teams to manage risks, schedules, and quality throughout the release process.
About the role
- Manager of End User Support leading a high-performing team for physical and virtual endpoint devices. Collaborating across regions to enhance technology service delivery and user experience.
Responsibilities
- Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution.
- Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, SLA performance, and continuous improvement.
- Design, implement, and manage hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning.
- Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users.
- Partner with the business to oversee the IT Ambassador program as well as participation in the Voice of the Executive (VOE)/Voice of the Customer (VOC) sessions to facilitate exemplary end user support experiences.
- Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives.
- Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations.
- Demonstrate hands-on leadership and oversight of site refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable.
- Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security.
- Drive support excellence through regular KPI reporting, ticket analysis, and feedback loops to continuously improve customer experience.
- Act as the liaison for global and regional teams to deliver services consistently across all Arch locations and employees
- Participate in and lead lower-risk IT projects related to desktop, voice, or mobility solutions.
- Hire, train, coach, and evaluate support personnel, fostering a culture of customer-centricity, accountability and high performance.
Requirements
- Bachelor's degree in Information Technology or a related field preferred; equivalent technical experience considered
- 7+ years of experience in End User Support or Service Desk management roles
- 5+ years of experience with budget oversight and technology lifecycle projects
- 2+ years of experience managing global support operations or geographically dispersed teams
- Prior experience supporting VIPs and providing white glove IT services is required.
Benefits
- multiple medical plans plus dental, vision and prescription drug coverage
- a competitive 401k with generous matching
- PTO beginning at 20 days per year
- up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Off
- basic Life and AD&D Insurance
- Short and Long-Term Disability
- Paid Parental Leave of up to 10 weeks
- Student Loan Assistance
- Tuition Reimbursement
- Backup Child and Elder Care
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