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 :

Education & Experience :

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

#LI-Hybrid

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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

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.

10200 Arch Capital Services LLC