End User Support Manager (Hybrid - Jersey City)

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The Manager, End User Support is responsible for leading a high-performing team of support professionals across multiple regions, with a primary focus on ensuring excellent end-user service delivery for all physical and virtual endpoint devices, mobile platforms, and telecommunication systems. This role includes ownership of Deskside Support function, providing hands-on leadership in support operations, vendor management, white glove services, and technology lifecycle initiatives. The ideal candidate will possess strong experience Global environments, budget oversight, and hardware refresh programs, including support for mobile contract lifecycle management and reduction of technical debt across sites.

OFFICE SET-UP: This role is a hybrid position based primarily in our Jersey City office, requiring 3–4 in-office days each week. In addition, there is a regular expectation to be on-site at our New York City office once per week.

Essential RESPONSIBILITIES and ACCOUNTABILITIES

• Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution.
• Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, SLA performance, and continuous improvement.
• Design, implement, and manage hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning.
• Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users.
• Partner with the business to oversee the IT Ambassador program as well as participation in the Voice of the Executive (VOE)/Voice of the Customer (VOC) sessions to facilitate exemplary end user support experiences. 
• Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives.
• Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations.
• Demonstrate hands-on leadership and oversight of site refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable.
• Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security.
• Drive support excellence through regular KPI reporting, ticket analysis, and feedback loops to continuously improve customer experience.
• Act as the liaison for global and regional teams to deliver services consistently across all Arch locations and employees
• Participate in and lead lower-risk IT projects related to desktop, voice, or mobility solutions.
• Hire, train, coach, and evaluate support personnel, fostering a culture of customer-centricity, accountability and high performance.

Knowledge & Skills:

• Thorough knowledge of assigned technology platform including Microsoft Windows, Active Directory, Microsoft Entra, Office products,
• Installed application software and management utilities, desktop and laptop Excellent organizational skills. 
• Ability to manage time well in a fast paced environment and prioritize tasks frequently.
• Deep understanding of mobile device management technologies and industry accepted security policies.
• Broad knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
• Effective Customer service, leadership and team motivational skills.
• Excellent problem solving, diagnosing and troubleshooting skills.

Education & Experience:

• Bachelor's degree in Information Technology or a related field preferred; equivalent technical experience considered.
• 7+ years of experience in End User Support or Service Desk management roles.
• 5+ years of experience with budget oversight and technology lifecycle projects.
• 2+ years of experience managing global support operations or geographically dispersed teams.
• Prior experience supporting VIPs and providing white glove IT services is required.

Working Conditions/Environment & Physical Demands:

Normal office environment Some lifting of hardware of 10 or more pounds, reaching overhead and crawling into tight spaces to install cabling. Work occasional off-hours work and on-call responsibility

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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$120,000 - $155,000/year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.

• Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

   

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.