About this role
The Manager of End User Support leads ARCHER Systems’ end-user support function and ensures a consistent, high-quality support experience across all locations and remote users. This is a coach role responsible for day-to-day service desk and deskside support operations, direct leadership of the end-user support team and coordination with India-based support resources as applicable. The Manager is expected to be hands-on for high-impact issues and executive/VIP support while also building repeatable processes and driving measurable improvements in service performance (SLA attainment, backlog reduction, first-contact resolution, and user satisfaction). The role owns end-user support workflows and governance in Jira Service Management and brings extensive, hands-on experience.