Hands-on Manager responsible for ensuring the smooth operation and maintenance of our end user devices, M365 applications, and systems, as well as developing and implementing strategies to improve end user experience and satisfaction. The role is also responsible for ensuring the security of devices and systems related to end user technologies.

Responsibilities

• Develop and implement end user technology strategies, plans, and roadmaps to support business goals and initiatives, such as improving productivity, collaboration, and security.
• Oversee the operation and maintenance of end user devices, applications, and systems, ensuring optimal performance, availability, and security.
• Manage end user technology projects, such as hardware and software upgrades, migrations, deployments, and integrations, from initiation to completion.
• Implement and manage end user AI solutions such as Microsoft Copilot including training plans to improve productivity within the enterprise.
• Coordinate and collaborate with other IT leaders and stakeholders to align end user technology with business needs and expectations, and communicate effectively with end users and senior management on project status, issues, and solutions.
• Establish and enforce policies, standards, and best practices for end user technology, and ensure compliance with security and regulatory guidelines, such as data protection, privacy, and access control.
• Analyze and report on M365 technology metrics related to services such as Exchange, SharePoint, Teams, OneDrive, etc.-
• Manage technical engineering group, overseeing L2/L3 escalation tickets, and ensuring timely and effective resolution of complex and critical issues
• Establish best practices throughout the entire technical support process, and provide training, coaching, and feedback to technical support staff
• Configuration and implementation of new features and solutions within the M365 tenant, such as security, compliance, and governance tools, and ensuring alignment with business requirements and end user expectations
• Administer M365 workloads including Exchange, SharePoint, Teams, and OneDrive, and manage user accounts, permissions, groups, and policies
• Configuration of endpoint policies and configurations within Microsoft Intune for both corporate and personal device/application management, and ensuring device and data security and compliance
• Work collaboratively with security, infrastructure, and service desk teams to resolve issues and implement new solutions, and participate in cross-functional projects and initiatives related to end user technology
• Develop admin documentation and end user support guides for M365 services, and provide training and awareness sessions to end users and IT staff on M365 features and functionalities

Skills

• Experience managing and supporting Microsoft Exchange online including email routing and security configurations.
• Experience managing and supporting all the M365 collaboration workloads including Teams, SharePoint, OneDrive, and Power Platform.
• Endpoint management expertise within Microsoft Intune in support of Windows, macOS, Android, and iOS platforms.
• Proficiency with Microsoft 365 apps and tools.
• Knowledge of Microsoft 365 licensing and functionality.
• Experience with Jira & Confluence.
• Proven project management abilities to guide complex projects and the ability to give instructions to a non-technical audience.
• Great experience managing Teams, evaluating performance, recruiting, and training.
  
  

Communications/Leadership

• Excellent communication – oral, written, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to develop effective and cooperative working relationships across multiple areas.
• Ability to identify and prioritize activities for Team members.
• Ability to motivate, guide, and develop Team members.
  
  

Education/Technology

• Bachelor's degree in Computer Science, Management Information Systems, or a related field.
• ITIL, CITP, MCSE, CompTIA A+, or other security certifications desired.