[Hiring] End User Services Manager @CAI World-Wide

Role Description

CAI Software is seeking an End User Services Manager to support and coordinate our End User Services operations in a multi-country environment. This is a hands-on coordination role that combines technical expertise, service management, cloud administration, vendor management, and team coordination. The person will work closely with the IT Manager to ensure that the End User Services team is well organized, support activities are delivered on time, tickets are properly monitored, documentation is maintained, and IT services remain stable, secure, and aligned with business needs.

The ideal candidate has strong experience with Microsoft cloud technologies, especially:

• Microsoft 365
• Azure
• Entra ID
• Exchange Online
• SharePoint Online
• Intune
• Identity management
• Single sign-on
• Endpoint support

Fluent English is required, as this role will interact regularly with stakeholders, vendors, and teams across different countries.

Qualifications

• 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.

Requirements

• 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, including SaaS platforms and third-party applications.
• 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.
• Work with Intune or other MDM solutions to manage policies, device compliance, application deployment, and endpoint standards.
• Help ensure users have the correct access, licenses, devices, and tools required to perform their work.
• Support onboarding, offboarding, role changes, and access reviews.
• 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.
• Administer and support collaboration, development, and service platforms such as Jira, Confluence, Atlassian products, GitHub, and other SaaS tools.
• Manage users, groups, permissions, access models, workflows, spaces, projects, integrations, and SSO configurations where applicable.
• Support integrations between business platforms and Microsoft Entra ID.
• Ensure platform access, permissions, and configurations follow company security and governance standards.
• Support and coordinate IT projects related to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations.
• Participate in system migrations, Microsoft 365 migrations, tenant or domain transitions, licensing changes, and platform consolidation initiatives.
• Coordinate vendors, managed service providers, and software providers to ensure timely delivery and effective issue resolution.
• Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.
• Support post-acquisition or post-merger IT integration activities when required.
• Promote security best practices across identity, endpoints, Microsoft 365, SaaS platforms, and support processes.
• Support access control, audit readiness, vulnerability remediation, and compliance-related activities.
• Help maintain secure configurations for Microsoft 365, Entra ID, endpoint management, and SaaS platforms.
• Contribute to process automation, scripting, and operational improvements where appropriate.
• Stay familiar with cloud, AI, automation, and modern workplace technologies, including the responsible use of AI tools in IT operations.

Benefits

• Opportunity to drive critical transformation initiatives.
• Highly visible role working directly with senior leadership.
• Exposure across every function of the business.