End-User Experience Manager

Description

The End User Manager (EUx Mgr) is responsible for leading the team that delivers technology support and services to end users across the organization. This role focuses on ensuring a positive user experience by managing day-to-day support operations, implementing service standards, and responding to user feedback. The End User Manager works closely with IT and business teams to resolve issues, improve processes, and ensure technology solutions meet user needs. This position also oversees the training and development of support staff, monitors performance metrics, and drives continuous improvement in service delivery.

• Collaborate with IT and business teams to address user needs and resolve technology challenges.
• Recommend and implement process improvements to enhance the end user experience.
• Communicate effectively with users and stakeholders, translating technical concepts as needed.
• Implement and maintain service standards and guidelines for user-facing technology and support.
• Oversee deployment, management, and refresh of hardware and technology assets for end users.
• Foster a customer-centric mindset within the team, focusing on improving user satisfaction and productivity.
• Monitor user satisfaction through feedback, surveys, and performance metrics; identify areas for improvement.
• Ensure compliance with IT policies and procedures.
• Train, mentor, and develop support staff to deliver high-quality service.
• Lead and manage the End User Support team, ensuring effective and timely resolution of user issues.

Requirements

• Proficiency in preparing documents and presentations.
• Prior experience managing or leading a team is preferred.
• Willingness to travel to user sites as needed (20%–40% travel).
• Experience in IT support, help desk management, or user services.
• Familiarity with ITIL, Agile, or similar frameworks is a plus.
• Ability to work for extended periods in a seated position.
• Ability to work effectively with cross-functional teams.
• Excellent communication skills—verbal, written, and interpersonal.
• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
• Ability to analyze feedback and performance data to drive improvements.
• Customer-focused approach to problem solving.
• Strong leadership and team development skills.
• Effective written, verbal, and phone communication.

Benefits

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs

Training + Development

Interview process

Visa Sponsorship

Security clearance