END USER SUPPORT MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Jun 03, 2025 - The End User Support Manager possesses a solid understanding of the OSI Model, TCP/IP, and modern IT security practices, with the ability to simplify complex technical concepts for diverse audiences. This position requires experience in managing teams using IT Service Management tools like ServiceNow, with strong knowledge of M365 applications and Windows 10. This role demonstrates excellent communication, interpersonal, troubleshooting, and organizational skills, combined with the ability to prioritize tasks and adapt in a fast-paced environment while aligning IT solutions with business requirements.

Essential Hard and Soft Skills for a Standout End User Support Manager Resume
  • Technical Troubleshooting
  • Network Administration
  • IT Security Principles
  • Software Installation and Configuration
  • System Monitoring Tools
  • Data Management
  • Help Desk Software Proficiency
  • Knowledge of Operating Systems
  • Mobile Device Management
  • Cloud Services Administration
  • Communication Skills
  • Problem-Solving Skills
  • Customer Service Orientation
  • Leadership
  • Teamwork
  • Adaptability
  • Patience
  • Active Listening
  • Conflict Resolution
  • Empathy

Summary of End User Support Manager Knowledge and Qualifications on Resume

1. BS in Computer Science with 5 years of Experience

  • Experience working for a rapidly growing organization within the technology industry
  • Track record of recruiting and building strong teams, offering career development and seeding the rest of IT and the business with top talent
  • Able to analyze an environment and creatively offer new ways to use people, process and technology in a collaborative and business-like manner, eg, designing and presenting ideas to win over executives and IT leaders as well as internal customers
  • General desktop support knowledge including hardware, software, networking, virtualization and cloud concepts
  • Experience with the management of at least one IT Team, leading at least 10 reports
  • Experience in IT in roles of increasing responsibility
  • Familiarity with agile processes and rituals
  • Passionate about the productivity of colleagues and making them successful with tools and technology that enable rather than frustrate them
  • Ability to work in a fast-paced environment and adapt quickly to change
  • Knowledge of ITIL processes

2. BA in Information Technology with 6 years of Experience

  • Information technology experience as a technologist, with a focus on industry-standard platforms.
  • Experience as a leader and personnel manager.
  • Understanding of Active Directory, Group Policy and related Modules.
  • Experience managing techs in a support capacity
  • Ability to use discretion and judgment in evaluating problems and creating solutions for Members
  • Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
  • Advanced knowledge of the operation of Microsoft and Apple-based business applications and operating systems
  • Familiarity with networking principles, architecture and basic support, i.e., Fluking, ping tests, traceroutes, operating system-specific network config
  • Ability to foster teamwork and collaboration within direct teams and with internal/external stakeholders
  • IT Management certifications such as ITIL, ITSM
  • Technical certifications such as CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications
  • Experience implementing and maintaining a knowledge management platform.
  • Experience managing external vendors and contractors to deliver solutions.

3. BS in Management Information Systems with 7 years of Experience

  • Understanding of OSI Model and TCP/IP.
  • Experience managing work units in a modern IT Service Management tool.
  • Experience with modern IT security practices and the ability to translate technical security concepts into lay terms.
  • Knowledge of M365 (Teams, OneDrive) and Windows 10.
  • Knowledge and experience with ServiceNow
  • Ability to lead and motivate a team of IT professionals.
  • Excellent communication and interpersonal skills
  • Strong troubleshooting/problem-solving skills and analytical ability.
  • Strong work ethic and thrives on challenges.
  • Solid organizational skills and ability to prioritize, multitask and work in a busy, fast-paced environment.
  • Knowledge of the firm and the technology environment in use
  • Ability to develop an understanding of the business requirements of the firm.
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