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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT User Support - **Company:** Associates, Inc - **Location:** Falmouth, MA, United States - **Experience:** Experienced - **Salary:** $100,000 - $130,000 - **Contract:** Permanent contract - **Skills:** Active Directory, Business Software, Spreadsheets, Collaborative Software, Cyber Security, Issue Tracking Systems, Microsoft Office, Microsoft Operating Systems, Networking Basics, Microsoft PowerPoint, Productivity Software, Information Technology - **Published:** October 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5aa83f24f5288828 ## About the Role * Demonstrated ability to lead, develop, and mentor a technical support team. * Ability to lead process improvement and operational efficiency initiatives from concept through implementation. * Ability to serve as an escalation point for critical incidents, including availability during off-hours as needed * Effective team building and motivational skills. * Reliable, with high integrity and strong work ethic. * Ability to work as part of a team. * Professional appearance and attitude. * Ability to maintain confidentiality. * Good customer service skills. * Ability to effectively communicate, both verbally and in writing. * Ability to manage conflicting priorities and customer expectations. * Accuracy and detail oriented. * Proactive organizational skills. * Ability to use good judgment, initiative and be accountable in making decisions in accordance with established guidelines. * Effective analytical skills and problem-solving capability. * Strong time management skills, with ability to manage workload efficiently, including planning, organizing and providing status on a variety of tasks, assignments, projects and reports. * Strong knowledge of desktop/mobile systems and the full support lifecycle; including design, installation, configuration, deployment, and ongoing management. * Strong knowledge of operating systems, including modern Microsoft operating systems, along with business applications and productivity software such as Microsoft/Office 365. * Knowledge of commonly used technology platforms across the organization. * Knowledge of cloud-based device management platforms. * Knowledge of networking fundamentals as they relate to end-user connectivity. * Knowledge of remote support and collaboration tools. * Knowledge of ITSM platforms, SLAs, and support metrics. * Knowledge of Active Directory and Group Policies. * Knowledge of cybersecurity practices and risk management as they relate to end user support and equipment. * Knowledge of data privacy and regulatory compliance requirement., * Five or more years of work experience in Information Technology End User Support and Customer Service. * Two or more years of work experience in an FDA and/or ISO regulated environment or equivalent or a combination of experience and education. * Two or more years of experience leading and overseeing a technical support team. * Experience with ITIL methodology is recommended. GENERAL COMPETENCIES: * Adapts to change, open to new ideas and responsibilities. * Communicates well (written and verbal), delivers presentations, has good listening skills. * Perform tasks with a computer. Email, research, interaction with others via the internet. Creating and editing documents typically with utilizing MS Office; word documents, spreadsheets and create a slide presentation (Power Point). The level of proficiency is defined by the requirements of the position held. * Good listener, committed to finding solutions to problems, works well with difficult people. * Works well with internal and external customers, promotes a positive image of the company, and strives to solve issues raised by customers. * Able to reach fact-based decisions, takes thoughtful approach when considering options, seeks input from others, makes difficult decisions. * Meets deadlines, works independently, accountable, maintains focus, punctual, good attendance record. * Honest, accountable, maintains confidentiality. ## Description Leads and directs the end user support function within the Information Technology department, developing scalable processes and driving long-term operational improvements in alignment with organizational policies and goals. Provides oversight of cybersecurity-related activities within the support function and serves a primary escalation point for critical incidents, including after-hours response to support the organization's global operations., * Provide leadership and direction to the end user support team, moving beyond day-to-day issue resolution to build scalable, long-term support processes. * Set priorities, goals, and performance expectations for end user support staff; monitor and manage performance. * Ensure end user support staff meet performance expectations. * Mentor and develop end user support staff to build a top-tier IT team. * Set the tone for the IT organization, maintaining a high standard of customer service. * Ensure the work environment is safe, secure, and healthy. * Develop, implement, and maintain standardized processes and procedures to improve service delivery and operational efficiency across the support function. * Develop, implement and maintain company-wide policies and standards regarding end-user hardware and software. * Drive continuous improvement initiatives, identifying opportunities to increase efficiency, reduce resolution times, and enhance the overall end user experience. * Evaluate new technologies, methodologies, and end user support trends, recommending adoption where appropriate. * Oversee the Information Technology Work Order Ticketing system including monitoring performance metrics. * Manage the end-user IT equipment lifecycle such as acquisition, maintenance, and deployment. * Ensures accurate inventory records of hardware and software, as well as records on repair, installation, and removal of equipment in the asset management solution. * Leads the creation of IT training materials for end-users. * Lead and participate in IT end-user related projects and tasks. * Provide oversight of cybersecurity-related activities within the support function, partnering with IT Security to strengthen practices and reduce organizational risk. * Ensure regulatory and security compliance with end-user services and equipment. * Serve as a primary escalation point for critical incidents, ensuring timely and effective resolution. * Provide leadership / support coverage and availability during off-hours, as needed, to support the organization's global operations. * This position requires regular travel between East Falmouth, MA and Mansfield, MA facilities, with occasional international travel as needed. * Perform other related duties as assigned., * Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or the organization; provides individuals information so that they can make accurate decisions; is timely with the information. Effectively communicates up and down the chain of command. * Takes action, seeks new opportunities, and strives to see projects to completion within the job description boundaries. * Creative, offers new ideas, risk taker, amenable to change. * Builds strong relationships, is flexible/adaptable, works well with others, solicits feedback. * Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. * Strives to understand contributing factors, works to resolve complex situations. * Manages workload, works efficiently, and meets goals and objectives. * Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services; complies with quality system requirements. * Defines appropriate goals, works toward achieving goals, articulates vision and steps for achievement. * Looks for opportunities to increase knowledge, works to increase responsibility, and strives to achieve personal goals. * Meets deadlines, establishes appropriate priority, and gets the job done in a timely manner. * Accountable to team, works to meet established deliverables, appreciates view of team members, respectful. * Maintains current understanding of technical processes/equipment, uses technology to increase performance/productivity.