[Hiring] End User Services Manager @North American Electric Reliability Corporation (NERC)

Role Description

The End User Services Manager is responsible for leading the organization’s Service Desk and Desktop Support functions to deliver reliable, responsive, and customer-focused technology experience across the enterprise. This role oversees day-to-day end-user support, executive/VIP support, endpoint engineering and management, incident and problem management, IT asset lifecycle management, and continuous improvement of IT support services.

The End User Services Manager will lead and develop a high-performing support team while establishing measurable service levels, operational standards, documentation, and processes. The position requires strong technical expertise in Microsoft Intune and modern endpoint management, combined with ITIL-based service management practices and exceptional customer service.

This position reports to the Head of Infrastructure Operations and Engineering.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related field, or equivalent relevant professional experience.
• 10+ years of progressive enterprise network engineering experience.
• 3–5 years leading technical teams or serving as a senior network technical lead.
• Significant hands-on experience designing, configuring, implementing, securing, and troubleshooting complex enterprise networks.
• Demonstrated experience leading enterprise network architecture and modernization initiatives.
• Advanced understanding of enterprise routing, switching, wireless, firewall, network security, cloud networking, and remote connectivity.
• Strong knowledge of network security principles, segmentation, Zero Trust, vulnerability management, and secure network architecture.
• Experience supporting highly available, geographically distributed enterprise environments.
• Strong leadership, communication, mentoring, troubleshooting, and project-management skills.
• Experience managing vendors, telecommunications carriers, MSPs, and professional services organizations.
• Experience supporting highly regulated or security-focused environments.
• Ability to independently troubleshoot complex network issues while simultaneously leading and developing technical staff.

Requirements

• 7+ years of progressive experience in IT support, Service Desk, Desktop Support, Endpoint Management, or IT Operations.
• 3+ years of experience leading or managing technical support teams.
• Strong hands-on experience with Microsoft Intune in an enterprise environment.
• Strong knowledge of Microsoft 365, Entra ID, Windows 11, Microsoft Teams, Outlook, and endpoint technologies.
• Experience with Windows Autopilot, application deployment, device compliance, endpoint configuration, and patch management.
• Experience managing Service Desk operations and enterprise ITSM platforms.
• Strong understanding of ITIL practices, particularly Incident, Problem, Request, Knowledge, and Asset Management.
• Experience supporting senior executives and other high-profile users.
• Experience managing endpoint hardware lifecycle and IT asset inventory.
• Strong troubleshooting, analytical, and root-cause-analysis skills.
• Experience developing operational metrics, dashboards, KPIs, SLAs, and OLAs.
• Strong written and verbal communication skills.
• Demonstrated ability to communicate technical issues clearly to both technical personnel and senior leadership.
• Demonstrated ability to manage competing priorities in a fast-paced environment.

Benefits

• A background check will be conducted prior to employment.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• This position has been classified as exempt.
• The position may be based remotely but must be able to travel to NERC offices or meeting locations when needed. Reimbursement of travel expenses will be in accordance with the company’s travel and expense reimbursement policies.

Company Description

The North American Electric Reliability Corporation (NERC) is a not-for-profit international regulatory authority whose mission is to assure the effective and efficient reduction of risks to the reliability and security of the grid. NERC develops and enforces Reliability Standards; annually assesses seasonal and long‐term reliability; monitors the bulk power system through system awareness; and educates, trains, and certifies industry personnel. NERC’s area of responsibility spans the continental United States, Canada, and the northern portion of Baja California, Mexico.

NERC is the Electric Reliability Organization (ERO) for North America, subject to oversight by the Federal Energy Regulatory Commission (FERC) and provincial authorities in Canada. NERC’s jurisdiction includes users, owners, and operators of the bulk power system, which serves nearly 400 million people.