{"id":1929133,"url":"https://alion.io/job/amtrustfinancial-manager-end-user-support","title":"Manager, End User Support","company":{"id":1953579,"name":"AmTrust Financial","domain":"amtrustfinancial.com","url":"https://alion.io/company/amtrustfinancial","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cleveland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":122000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":371},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-05T21:15:15Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T23:29:33Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Overview\nAmTrust Financial is seeking a Manager to lead and manage End User Services operations across the United States. This role is accountable for day-to-day support delivery, service quality, staffing coverage, escalations, operational consistency, and the overall end-user experience across assigned U.S. locations and remote user populations.\nThe End User Support (EUS) Manager provides direct leadership to Senior EUS Analysts, EUS Analysts, and related U.S. support resources. This position is responsible for building a disciplined, responsive, customer-focused support organization that restores user productivity quickly, communicates clearly, follows established processes, and continuously improves service performance.\nThe ideal candidate is a hands-on operational leader with strong technical background, strong people leadership skills, excellent communication, and the ability to balance process discipline with practical urgency when users or business operations are impacted.\nResponsibilities\nLead U.S. End User Services daily operations, ensuring timely and professional support for incidents, service requests, escalations, office support needs, and user-impacting issues. \nManage, coach, and develop Senior EUS Analysts, EUS Analysts, and assigned support resources, including performance feedback, prioritization guidance, accountability, and career development. \nEnsure support coverage across U.S. locations, time zones, teams, and business priorities, adjusting staffing and assignments as needed to maintain operational effectiveness. \nDrive consistent use of the ITSM platform, including ticket ownership, categorization, prioritization, escalation, documentation, SLA management, and meaningful user communication. \nMonitor service performance, ticket queues, aging work, SLA risks, user feedback, recurring issues, and operational trends; take corrective action when performance or service quality declines. \nServe as a management escalation point for unresolved, high-impact, sensitive, executive, or business-critical support issues. \nPartner with Service Delivery, Infrastructure, Security, Applications, Asset Management, Procurement, Facilities, and vendor teams to coordinate resolution of cross-functional issues. \nEstablish and reinforce operating standards for responsiveness, professionalism, ownership, documentation, follow-up, prioritization, escalation, and customer service. \nSupport onboarding, offboarding, device lifecycle activities, office moves, hardware deployments, conference room support, field support coordination, and executive support needs as required. \nIdentify recurring problems, process gaps, training needs, documentation gaps, and service improvement opportunities; partner with leadership to implement sustainable corrective actions. \nContribute to knowledge management by ensuring procedures, troubleshooting guides, known issues, and standard operating processes are maintained and used by the team. \nCollaborate with Quality and Training resources to improve analyst performance, ticket quality, communication, new-hire readiness, and service consistency. \nParticipate in operational reviews, leadership meetings, reporting activities, after-action reviews, and continuous improvement initiatives. \nPromote compliance with security standards, access control procedures, asset management practices, data protection requirements, and company IT policies. \nBuild strong relationships with business partners and office leadership to understand service needs, reduce friction, and improve confidence in End User Services. \nQualifications\n5-7 years of experience in end-user support, desktop support, service desk, IT operations, field support, or related enterprise IT support functions.\n2-3 years of experience leading, supervising, mentoring, or coordinating IT support staff in a team lead, supervisor, manager, or equivalent capacity.\nStrong working knowledge of Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive, endpoint support, remote support tools, device imaging, and enterprise productivity applications.\nExperience with ITSM platforms such as ServiceNow, Halo, Jira Service Management, or similar systems, including incident management, request fulfillment, escalation, and service level management.\nWorking knowledge of Active Directory, Azure AD / Entra ID, MFA, VPN, endpoint management, asset tracking, and user access support processes.\nSolid understanding of networking and connectivity concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general enterprise connectivity troubleshooting.\nDemonstrated ability to lead teams, manage competing priorities, resolve escalations, and maintain service quality in a fast-paced environment.\nStrong written and verbal communication skills with the ability to communicate effectively with analysts, leadership, business users, and technical teams.\nStrong judgment, accountability, follow-through, and ability to balance process compliance with practical urgency during business-impacting issues.\nAbility to analyze operational data, identify trends, and translate findings into action plans that improve support performance and user experience.\nPreferred Qualifications\nBachelor degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of technical experience and leadership experience.\nITIL Foundation, CompTIA A+, Network+, Microsoft, endpoint management, or service management certification preferred.\nExperience managing distributed support teams across multiple offices, regions, or time zones.\nExperience supporting executive users, conference rooms, field operations, and high-touch business environments.\nExperience with Microsoft Intune, SCCM, endpoint security tools, asset management platforms, device lifecycle management, and remote management solutions.\nWhat We Offer\nAmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.\nAmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.\nAmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.","description_format":"text","description_chars":6921,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Professional Services","Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-10-05T21:15:15Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.666,"p_room":0.473,"age_days":6,"expected_fill_days":4,"reasons":["conf:0","velocity","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/amtrustfinancial-manager-end-user-support","json_url":"https://alion.io/job/amtrustfinancial-manager-end-user-support.json","meta":{"generated_at":"2026-10-13T01:16:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1856,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1953579},"rest":"https://alion.io/mcp/rest/get_company?id=1953579"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famtrustfinancial-manager-end-user-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famtrustfinancial-manager-end-user-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famtrustfinancial-manager-end-user-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amtrustfinancial-manager-end-user-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famtrustfinancial-manager-end-user-support"}]}