Multi-Site IT Operations Lead – End-User Support

Oversee end-user IT support operations across multiple sites, delivering timely and effective technical assistance. Manage a team of five technicians, providing coaching and optimizing workflows to improve service quality. Drive continuous improvements in incident, problem, and change management to meet SLA targets. Enforce security policies and ensure compliance across all user devices and environments. Partner with stakeholders to define service levels, monitor customer satisfaction, and report performance metrics. Support IT initiatives, facilitate cross-location collaboration, and contribute to staff development and growth.