Senior Manager, IT End User Services

Join Aprio's Information Technology team and you will help clients maximize their opportunities. Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Senior Manager, IT End User Services to join their dynamic team. The Senior IT Manager leads a team of specialists to deliver technical assistance, troubleshooting, and proactive solutions for end users across modern digital platforms. This role is responsible for setting strategic direction, ensuring operational excellence, and driving continuous improvement in support services. The manager oversees end-user support, hardware and software management, guides best practices for collaborative tools (Microsoft 365, Teams, OneDrive, SharePoint), and ensures systems are secure, up-to-date, and optimized for organizational efficiency. The manager supports both on-site and remote staff, fostering a culture of service and innovation.

Responsibilities

Team Leadership and Development: Recruit, train, and mentor end-user support technologists; Strategic Technical Support: Oversee diagnosis, resolution, and documentation of user issues related to hardware, software, network connectivity, and cloud-based applications; Regional/Country Office Support Ownership: Own end-to-end IT support service delivery across all offices within an assigned region or country; Device Lifecycle Oversight: Manage asset inventory, coordinate device deployment and retirement, and ensure secure disposal of obsolete equipment; Collaboration Platform Governance: Supervise administration of digital collaboration platforms; User Onboarding and Offboarding: Design and oversee processes for onboarding new hires and securely deactivating departing staff accounts; Training and Knowledge Management: Develop training programs and documentation to empower employees; Security and Compliance Leadership: Implement and monitor security measures such as multi-factor authentication, device encryption, patching, and antivirus deployment; Incident and Request Management: Oversee logging, tracking, and resolution of user requests and incidents; Remote Support Strategy: Ensure effective use of remote access tools to support staff working off-site; Continuous Improvement: Monitor technology trends and identify opportunities for system, process, or user experience enhancements; Vendor and Third-Party Management: Manage relationships with vendors and external partners for hardware repairs, software licensing, and specialized support

Requirements

8+ years in end-user support operations; at least 5 years in a line-management or technical-leadership capacity; proven ability to lead, motivate, and develop a high-performing support team; advanced understanding of Windows and Mac operating systems, mobile platforms (iOS and Android), and workplace applications including Microsoft 365 suite; analytical skills to diagnose complex issues, identify root causes, and implement effective solutions under pressure; ability to convey technical information clearly to both technical and non-technical audiences; strong verbal and written communication skills; commitment to delivering positive user experiences and fostering productivity; skilled in prioritizing demands, managing multiple projects, and meeting deadlines in a dynamic environment; attention to detail in recording procedures, troubleshooting steps, and user guides; willingness to embrace new technologies and adapt to evolving workplace requirements

Nice to have

Familiarity with computer and printer leasing — agreements, lifecycle management, refresh management, return to lessor; Bachelor’s degree in Computer Science, Information Systems, or related field — or equivalent applicable years of experience

Benefits

Medical, Dental, and Vision Insurance on first day of employment; Flexible Spending Account and Dependent Care Account; 401k with Profit Sharing; 9+ holidays and discretionary time off structure; Parental Leave – coverage for both primary and secondary caregivers; Tuition Assistance Program and CPA support program with cash incentive upon completion; Discretionary incentive compensation based on firm, group and individual performance; Incentive compensation related to origination of new client sales; Top rated wellness program; Flexible working environment including remote and hybrid options; Working with an industry leader; Awesome culture; Great team; Entrepreneurship; Growth opportunities; Competitive compensation