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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Manager of End User Systems & Support - **Company:** Bigelow Tea - **Location:** Fairfield, CT, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Audio Video Distribution, Collaborative Software, Information Systems, Microsoft Office, Networking Basics, Presentation Programs, Software Deployment, User Environment Management, Information Technology - **Published:** August 7, 2026 - **Apply:** https://recruiting.ultipro.com/RCB1000BGLW/JobBoard/830fae57-0e54-21ed-8c62-6b9e4ff555ae/OpportunityDetail?opportunityId=e1649bf8-26ae-46b3-be32-2f6109fccd91 ## About the Role * Proactive, collaborative and a leader with an entrepreneurial spirit and vision * Understands the nuances of working in a family-owned organization. * Ability to interact with all levels of the organization along with the self-awareness to both provide and accept feedback. * Strong and effective communicator * Trusted advisor with confidence and willingness to challenge in an appropriate and respectful manner., * Bachelor's degree in Business, Information Systems, or a related discipline; equivalent experience may be considered. * 7+ years of progressive experience in IT support, end-user computing, service delivery, or related technical operations, including experience leading support staff or technical teams. * Strong knowledge of end-user hardware, endpoint security, collaboration technologies, support processes, and networking fundamentals in a multi-location environment. * Ability to understand complex technical issues, guide escalation, and communicate practical solutions to users and stakeholders; relevant IT certifications are a plus. ## Description This position reports to the Sr. Director of IT and works cross-functionally with departments across the company. The Technology Manager, End User Systems & Support, leads end-user service delivery across all company locations and is responsible for providing a responsive, reliable, and well-managed support experience for office, manufacturing, warehouse, and remote personnel. This role combines team leadership, operational ownership, and hands-on technical understanding. In addition to managing service desk and desktop support functions, the Technology Manager serves as an escalation point for more complex end-user issues and partners closely with infrastructure, security, and application teams to improve service quality, end-user experience, and support effectiveness. * Supports 400 end-users across all company locations throughout the United States. Our environment includes office, manufacturing, and warehouse personnel. * Leads the day-to-day activities of Bigelow Tea's Information Technology (IT) End User Systems & Support which includes monitoring and managing desktop support, general IT service desk issues, and VIP support functions to ensure optimal service. Provides hands-on technical support, when needed. * Ensuring that systems, procedures, standards, and methodologies are in place to support outstanding support services delivery. * Technology support for corporate conferencing/videoconferencing and ensuring the readiness of meeting room resources, such as presentation software and audiovisual systems., * Lead continuous improvement of end-user support services, service desk processes, and overall technology experience across the organization. * Help shape roadmaps for end-user systems, support workflows, meeting room technology, and service enhancements. * Monitor service performance, customer satisfaction, and operational trends; implement improvements where needed. * Ensure standards, procedures, and support practices are in place to deliver consistent, high-quality service. TEAM LEADERSHIP AND PROJECT EXECUTION * Lead, coach, and develop the IT Service Desk team to provide responsive, professional, and effective support. * Assign and prioritize work based on business needs, ticket volume, project demands, and staff capacity. * Lead or support approved projects related to end-user systems, hardware refreshes, software deployments, support tools, and service transitions. * Coordinate internal staff and third-party providers to ensure projects and operational initiatives are delivered successfully. TECHNICAL OPERATIONS AND ESCALATION * Oversee day-to-day end-user support operations, including desktop support, service desk issues, VIP support, and meeting room technology readiness. * Serve as an escalation point for complex end-user issues involving endpoints, collaboration tools, access, conferencing, and related technologies. * Partner with infrastructure, security, networking, and application teams to resolve issues that extend beyond typical help desk support. * Analyze recurring incidents and service trends to strengthen documentation, improve processes, and reduce repeat issues. END-USER TECHNOLOGY MANAGEMENT * Manage procurement, deployment, support, and inventory of end-user hardware, peripherals, software, and related technology resources. * Evaluate vendor and service provider performance and support ongoing issue resolution and service quality management. * Support the readiness and effective use of conferencing, videoconferencing, and audiovisual technologies across the company. * Ensure support activities align with company policies, security expectations, and operational requirements., * IT Service Desk Technician (2 Direct Reports) ## Related Videos - [Debugging Humans: How MBTI Helps Engineering Teams Communicate Better](https://www.wearedevelopers.com/videos/100335-debugging-humans-how-mbti-helps-engineering-teams-communicate-better) - [Uncertainty Estimation of Neural Networks](https://www.wearedevelopers.com/videos/227-uncertainty-estimation-of-neural-networks) - [Microservices? Monoliths? 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