End User Services Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the daily functions of the End User Services team.

• Supervise ticket queues, prioritize tasks, monitor SLAs, escalations, and service performance.

• Ensure effective handling and timely delivery of support requests, incidents, and service tasks.

• Serve as a senior escalation point for intricate end-user, identity, Microsoft 365, and access-related issues.

• Assist in organizing team workloads, follow-ups, deliverables, and operational routines.

• Facilitate ongoing enhancements of support processes, documentation, and service quality.

• Maintain transparent communication with users, business stakeholders, IT leadership, and external vendors.

• Manage and support Microsoft 365 services, which include Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing.

• Provide support for Azure and Microsoft Entra ID administration, encompassing users, groups, roles, enterprise applications, access policies, and identity lifecycle processes.

• Oversee and support single sign-on integrations utilizing Entra ID.

• Facilitate modern authentication, MFA, conditional access, and best practices for access control.

• Provide support for Windows domain environments, Active Directory principles, hybrid identity, and endpoint access management.

• Collaborate with Microsoft 365, Azure, and SaaS vendors to troubleshoot issues and coordinate service modifications.

• Assist with endpoint management processes, which include device lifecycle, configuration, compliance, and security controls.

• Advocate for secure and standardized endpoint and access management practices.

• Monitor and enhance the utilization of the ticketing system, ensuring tickets are accurately categorized, prioritized, assigned, and resolved.

• Maintain and enhance the IT knowledge base, ensuring documentation is concise, precise, and up to date.

• Generate and sustain 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.

• Engage in change management processes, ensuring changes are adequately documented, assessed, approved, and communicated.

• Support and coordinate IT projects pertaining to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations.

• Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.

⛳️ Requirements

• Prior experience in IT support, End User Services, Systems Administration, IT Operations, or Infrastructure Support.

• Experience in coordinating or technically leading support teams, service desk teams, or End User Services teams.

• Strong hands-on experience with Microsoft 365 administration.

• Good understanding of Azure and Microsoft Entra ID.

• Familiarity 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.

• Knowledge of Windows environments, Active Directory principles, 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 manage multiple priorities, follow up on deliverables, and keep operational activities organized.

• Strong communication skills for both technical and non-technical audiences.

• Fluent in English, both written and spoken.

• Proficiency in Portuguese.

🏝️ Benefits

• Remote work options