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End User Services Manager
CAI Software, LLCEnd User Services Manager coordinating IT operations across multiple countries, supporting team activities and ensuring service delivery stability with a focus on Microsoft cloud technologies.
Tech Stack
Tools & technologiesAzureCloud
About the role
Key responsibilities & impact- Coordinate the daily activities of the End User Services team.
- Monitor ticket queues, priorities, SLAs, escalations, and service performance.
- Ensure support requests, incidents, and service tasks are handled effectively and delivered on time.
- Act as a senior escalation point for complex end-user, identity, Microsoft 365, and access-related issues.
- Help organize team workload, follow-ups, deliverables, and operational routines.
- Support continuous improvement of support processes, documentation, and service quality.
- Maintain clear communication with users, business stakeholders, IT leadership, and external vendors.
- Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing.
- Support Azure and Microsoft Entra ID administration, including users, groups, roles, enterprise applications, access policies, and identity lifecycle processes.
- Manage and support single sign-on integrations using Entra ID.
- Support modern authentication, MFA, conditional access, and access control best practices.
- Support Windows domain environments, Active Directory concepts, hybrid identity, and endpoint access management.
- Work with Microsoft 365, Azure, and SaaS vendors to troubleshoot issues and coordinate service changes.
- Support endpoint management processes, including device lifecycle, configuration, compliance, and security controls.
- Promote secure and standardized endpoint and access management practices.
- Monitor and improve the use of the ticketing system, ensuring tickets are properly categorized, prioritized, assigned, and resolved.
- Maintain and improve the IT knowledge base, ensuring documentation is concise, accurate, and up to date.
- Create and maintain operational reports for IT leadership, including ticket trends, SLA performance, backlog, recurring issues, and team workload.
- Support ITIL-aligned practices such as incident management, request fulfillment, problem management, and change management.
- Participate in change management processes, ensuring changes are properly documented, assessed, approved, and communicated.
- Support and coordinate IT projects related to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations.
- Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.
Requirements
What you’ll need- Previous experience in IT support, End User Services, Systems Administration, IT Operations, or Infrastructure Support.
- Experience coordinating or technically leading support teams, service desk teams, or End User Services teams.
- Strong hands-on experience with Microsoft 365 administration.
- Good knowledge of Azure and Microsoft Entra ID.
- Experience with Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing.
- Experience with identity and access management, including users, groups, permissions, MFA, conditional access, and SSO.
- Experience with Windows environments, Active Directory concepts, Windows domains, and endpoint support.
- Experience with ticketing systems, support processes, SLA monitoring, and service reporting.
- Familiarity with Intune, MDM, endpoint compliance, and device management.
- Experience administering SaaS platforms such as Jira, Confluence, Atlassian products, GitHub, or similar tools.
- Experience with vendor management, licensing, renewals, and support escalations.
- Familiarity with cloud, AI concepts, automation, and modern workplace technologies.
- Ability to coordinate multiple priorities, follow up on deliverables, and keep operational activities organized.
- Strong communication skills with both technical and non-technical audiences.
- Fluent English, both written and spoken.
- Portuguese fluency.
Benefits
Comp & perks- Remote work options
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft 365AzureActive DirectoryEndpoint ManagementIdentity Lifecycle ManagementSingle Sign-On (SSO)Multi-Factor Authentication (MFA)Windows Domain EnvironmentsService Level Agreement (SLA) MonitoringDevice Management
Soft Skills
Strong Communication SkillsOrganizational SkillsTeam Coordination