Manager, End User Engineering & Support
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Before you apply
SalaryNo pay range posted
LocationDowners Grove IL
Typefull-time
SeniorityDirector
Company size1,001–5,000 people
PostedOct 7, 2026 · 4w ago
Verified live18h ago
At a glanceSummarised by Seekless from the posting.
Lead, coach, and develop a technical team
Provide hands-on technical leadership and escalation support
Align staffing and workload with business priorities
Use operational metrics to evaluate performance
Own engineering and lifecycle management of endpoints (laptops, desktops, mobile devices)
Establish standardized workstation builds and configurations
Direct software packaging, application deployment, patching, and compliance
Expand zero-touch deployment and self-service capabilities
Partner with Security on endpoint vulnerability management and compliance
Provide operational ownership for Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint)
Oversee end-user identity, access, licensing, and device services in coordination with other teams
Improve adoption and effective use of Microsoft technologies
Automate repetitive administrative and support activities
Maintain clear operating standards and documentation for end-user services
Own the end-user support experience from contact through resolution
Ensure incidents and requests are prioritized by business impact and resolved within service expectations
Improve ticket quality, escalation procedures, and knowledge management
Analyze incident patterns and service trends to eliminate root causes
Expand self-service and knowledge-base capabilities
Skills
Microsoft 365
Exchange Online
Teams
OneDrive
SharePoint
Azure
Intune
Jamf
AD
Okta
Automation
Scripting
About the role
Roadrunner’s end-user technology environment directly affects how employees communicate, collaborate, serve customers, and execute across a distributed operating network. The Manager, End User Engineering & Support owns that experience, from endpoint engineering and Microsoft 365 services to service desk performance, employee lifecycle support, asset management, and executive technology needs.
This role is designed for a technology leader who goes beyond managing tickets. You will identify systemic issues, eliminate recurring failure points, strengthen service discipline, and build the standards and automation required to scale. You will lead a technical team while remaining close enough to the work to guide complex escalations and make informed engineering decisions.
Success means employees receive secure, reliable, and well-managed technology; leaders have confidence in IT support; recurring issues are resolved at the source; and the organization operates through measurable, documented, and increasingly automated processes.
What you’ll do
1. Lead end-user technology operations
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Lead, coach, and develop the End User Engineering and Support team, establishing clear expectations, ownership, and measurable service standards.
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Provide hands-on technical leadership, escalation support, and decision-making for high-impact incidents and complex end-user issues.
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Align staffing, workload distribution, cross-training, and coverage with business priorities and service demands.
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Use operational metrics to evaluate performance, identify constraints, and improve service quality.
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Build a culture defined by responsiveness, technical discipline, accountability, and continuous improvement.
2. Engineer a scalable endpoint environment
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Own the engineering, configuration, deployment, and lifecycle management of laptops, desktops, mobile devices, peripherals, and related end-user technology.
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Establish and maintain standardized workstation builds, endpoint configurations, policies, and deployment methods.
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Direct software packaging, application deployment, patching, device compliance, and endpoint configuration management.
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Expand zero-touch deployment, self-service, and automated remediation capabilities wherever practical.
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Partner with Security to ensure endpoints meet vulnerability-management, compliance, access-control, and security requirements.
3. Strengthen Microsoft 365 and identity services
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Provide operational ownership for end-user Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related technologies.
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Oversee end-user identity, access, licensing, and device services in coordination with Infrastructure, Cloud, Network, Applications, and Security.
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Improve the adoption, reliability, and effective use of Microsoft technologies across the organization.
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Automate repetitive administrative and support activities to reduce manual effort and improve consistency.
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Maintain clear operating standards, documentation, and escalation paths for critical end-user services.
4. Transform the support experience
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Own the end-user support experience from initial contact through resolution, including service desk operations and executive/VIP support.
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Ensure incidents and requests are prioritized according to business impact and resolved within established service expectations.
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Improve ticket quality, escalation procedures, user communication, technical documentation, and knowledge management.
•
Analyze incident patterns and service trends to eliminate root causes rather than repeatedly treating symptoms.
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Expand self-service and knowledge-base capabilities while maintaining consistent support across corporate and distributed Roadrunner locations.