Manager, IT End User Support Services

Job Summary: Unison Risk Advisors (URA) is seeking a dynamic and customer-focused, business-aligned Manager of IT End User Services to lead the development and continuous improvement of our distributed desktop support function. This role will be based in our Oswald Companies, Cleveland offices and will build and scale a service-first team that supports multiple URA brands and locations across the Eastern and Midwest United States. As a collaborative partner to the business, this leader will champion a culture of responsiveness, clear communication, and transparency—ensuring that IT is seen as a trusted ally. The successful candidate will bring technical depth with a hands-on approach, a strong sense of ownership, and a passion for mentoring regional teams and enhancing the user experience.

Key Responsibilities:

• Team Leadership and Service Scaling: Lead and expand a desktop support team across Eastern and Midwest U.S. locations, emphasizing quality, consistency, and cost-effectiveness.
• Strategic Business Partnership: Act as a technology partner, engaging with stakeholders to align IT support with company objectives and delivering executive-level white-glove service.
• Cultivating Executive-Level IT Experience: Provide white-glove support with professionalism, discretion, and urgency to ensure that executive users receive top-tier IT support that meets their specific needs and expectations.
• Enhancing User Communication and Service: Ensure transparency throughout incident management, request tracking, and problem resolution with clear and effective communication.
• Process Improvement and Data-Driven Management: Implement ITSM frameworks, manage incident and request processes, leverage metrics for service enhancement, and integrate automation and endpoint management tools.
• Mentoring and Coaching Regional Support Staff: Mentor and coach regional support staff to elevate their technical expertise, customer service orientation, and confidence.
• Vendor and Third-Party Relationship Management: Build strong vendor and third-party relationships, ensuring IT support resources are optimized and aligned.

Ideal Candidate Profile:

• Collaborative Business Partner: Build relationships with non-technical teams and leadership, aligning IT support with business goals and daily operations.
• Exceptional Communicator: Skilled at translating technical concepts for varied audiences and setting clear user expectations.
• Service Champion: Passionate about delivering a seamless end-user experience and elevating the perception of IT.
• People-Oriented Leader & Team Builder: Experienced in mentoring and empowering geographically distributed technicians to become high performers.
• Service-Minded and Data-Driven: Passionate about continuous improvement and performance measurement.
• Operational Leader: Skilled in formalizing scalable support processes across a complex multi-brand, multi-location environment.

Qualifications:

• 5 years of IT desktop support and/or service management experience, with experience in a leadership or supervisory role being a plus.
• Demonstrated ability to lead and inspire distributed support teams across multiple physical locations.
• Strong knowledge of Windows and desktop technologies, collaboration tools (e.g., Microsoft 365, Teams), and endpoint support systems.
• Experience providing white-glove support to executive users.
• Excellent communication skills and proven ability to collaborate across business functions.
• Familiarity with ITIL, ITSM tools, and support performance metrics.
• Regional travel as required to visit offices and support onsite teams.

Preferred Qualifications:

• Experience in insurance, financial services, or professional services industries preferred but not required.
• Working knowledge of endpoint management (Intune, SCCM) and support automation.
• Prior success driving improvements in service transparency, response times, and user trust.
• Exposure to modern IT trends — remote support, collaboration transformation, and automation.
• ITIL certification or relevant technical certifications are a plus.

Common Qualifications & Skills:

• Technical Troubleshooting & Problem Solving
• Vendor/Supplier Management
• Documentation & Knowledgebase Development
• SLA Definition and Monitoring
• Active Directory & Collaboration Platform Expertise
• Project Planning & Coordination
• Proven Customer Service Excellence
• Empathy, Active Listening, and Conflict Resolution
• Adaptability and Continuous Learning Mindset

Why Join Unison Risk Advisors? At URA, we value partnership, transparency, and innovation. We believe IT should be empowering, visible, and aligned with our strategic goals. Your leadership will shape how our internal business customers experience and interact with technology, making a meaningful impact on our overall client's satisfaction, productivity, and company growth.