Top 44 Information technology manager Jobs in Parma, Oh

Manager, End User Support
AmTrust Financial Services, Inc. —Cleveland, OH
- Full-time
- Remote
- Computer science
- Microsoft Outlook
- Computer Science
- Health insurance
- Dental insurance
4d
SAP Plan to Produce (PTP) Manager
Materion Services Inc —Mayfield Heights, OH
- Full-time
- 8 years
- Mentoring
- Military encouraged
Quick Apply
IT Manager and Systems Administrator
Pride One —Medina, OH
- $80,000 - $105,000 a year
- Full-time
- Hybrid work
- No education required
- 5 years
- Office
- Health savings account
- Health insurance
Quick Apply
13d
IT Sales Account Manager
Talix —Brecksville, OH
- Full-time
- Background check
- Sales
- Bachelor's degree
- Health savings account
- Health insurance
Quick Apply
IT Category Manager - Software & SaaS
Lubrizol —Wickliffe, OH
- Spanish
- Mid-level
- 3 years
- Health savings account
- Paid holidays
Technology Manager
Euclid Public Library —Euclid, OH
- $82,374.66 a year
- Extended hours
- Background check
- Computer science
- Clean driving record
- Health insurance
- Dental insurance
Quick Apply
6d
Infrastructure Manager
160 Reuter-Stokes, LLC —Twinsburg, OH
- Full-time
- Azure
- Computer Science
- Windows
Director of Information Technology
LUTHERAN METROPOLITAN MINISTRY —Cleveland, OH
- $90,000 - $95,000 a year
- Online Application
- Windows
- Master's degree
- SQL
- Paid time off
Quick Apply
Manager IT Internal Audit
Cleveland Clinic —Independence, OH
- $76,540.00 - $116,747.50 a year
- Full-time
- Hybrid work
- 6 years
- HIPAA
- Office
- Health insurance
- Dental insurance
13d
Information Technology (IT) Director
SPIROL Shim Division —Stow, OH
- Full-time
- Computer science
- Computer Science
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
Director of Information Technology
ITW Global Brands —Solon, OH
- $145,000 - $190,000 a year
- Full-time
- Computer science
- Azure
- Computer Science
- Paid holidays
- Parental leave
IT / OT Infrastructure Manager
Re:Build Manufacturing —Avon, OH
- $103,000 - $153,000 a year
- Hybrid work
- Azure
- 5 years
- System design
- Health insurance
- Dental insurance
Quick Apply
Infrastructure & Technology Manager
Americhem —Cuyahoga Falls, OH
- Computer Science
- System design
- Windows
Quick Apply
Infrastructure Manager
Lubrizol —Wickliffe, OH
- Full-time
- Hybrid work
- Azure
- Computer Science
- 5 years
- Health savings account
- Paid holidays
Director, IT - Software Development
AmTrust Financial Services, Inc. —Cleveland, OH
- $114,700 - $135,000 a year
- Full-time
- Computer science
- Computer Science
- 5 years
- Health insurance
- Dental insurance
IT Service Management (ITSM) Lead
CBIZ —Cleveland, OH
- On call
- Hybrid work
- Writing skills
- 8 years
- Analysis skills
Systems Development Engineering Manager
Sherwin-Williams —Cleveland, OH
- $130,507 - $169,667 a year
- Full-time
- 18 years or older
- Office
- 3 years
Head of Library Systems
Stow-Munroe Falls Public Library —Stow, OH
- $23.95 an hour
- Part-time
- Computer science
- Computer Science
- Computer literacy
- Bereavement leave
Quick Apply
IT Operations Manager
Millcraft —Independence, OH
- Office
- Windows
- Mentoring
- Profit sharing
- Wellness program
Quick Apply
13d
Director of Information Technology (IT) & Digital Productivity
Americhem —Cuyahoga Falls, OH
- Oracle
- Computer Science
- 5 years
Quick Apply

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Manager, End User Support

AmTrust Financial Services, Inc. -
Cleveland, OH

Apply Now

Job Details

Full-time
4 days ago

Benefits

Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Opportunities for advancement
Life insurance

Qualifications

Managing technical support teams
Network troubleshooting
Team supervision
Wireless networking
Managing teams in a customer support role
Incident management software
Windows
Incident Escalation
Supervising experience
Computer hardware
Remote access management
Remote access software
Customer support ticket management
Mentoring
Desktop applications
MFA
Access control management
Process improvement planning
VPN management
Desktop administration
Cross-functional communication
IT department experience
Ticketing system technical support
802.11 (Wi-Fi)

Full Job Description

Overview:

AmTrust Financial is seeking a Manager to lead and manage End User Services operations across the United States. This role is accountable for day-to-day support delivery, service quality, staffing coverage, escalations, operational consistency, and the overall end-user experience across assigned U.S. locations and remote user populations.

The End User Support (EUS) Manager provides direct leadership to Senior EUS Analysts, EUS Analysts, and related U.S. support resources. This position is responsible for building a disciplined, responsive, customer-focused support organization that restores user productivity quickly, communicates clearly, follows established processes, and continuously improves service performance.

The ideal candidate is a hands-on operational leader with strong technical background, strong people leadership skills, excellent communication, and the ability to balance process discipline with practical urgency when users or business operations are impacted.

Responsibilities:

Lead U.S. End User Services daily operations, ensuring timely and professional support for incidents, service requests, escalations, office support needs, and user-impacting issues.
Manage, coach, and develop Senior EUS Analysts, EUS Analysts, and assigned support resources, including performance feedback, prioritization guidance, accountability, and career development.
Ensure support coverage across U.S. locations, time zones, teams, and business priorities, adjusting staffing and assignments as needed to maintain operational effectiveness.
Drive consistent use of the ITSM platform, including ticket ownership, categorization, prioritization, escalation, documentation, SLA management, and meaningful user communication.
Monitor service performance, ticket queues, aging work, SLA risks, user feedback, recurring issues, and operational trends; take corrective action when performance or service quality declines.
Serve as a management escalation point for unresolved, high-impact, sensitive, executive, or business-critical support issues.
Partner with Service Delivery, Infrastructure, Security, Applications, Asset Management, Procurement, Facilities, and vendor teams to coordinate resolution of cross-functional issues.
Establish and reinforce operating standards for responsiveness, professionalism, ownership, documentation, follow-up, prioritization, escalation, and customer service.
Support onboarding, offboarding, device lifecycle activities, office moves, hardware deployments, conference room support, field support coordination, and executive support needs as required.
Identify recurring problems, process gaps, training needs, documentation gaps, and service improvement opportunities; partner with leadership to implement sustainable corrective actions.
Contribute to knowledge management by ensuring procedures, troubleshooting guides, known issues, and standard operating processes are maintained and used by the team.
Collaborate with Quality and Training resources to improve analyst performance, ticket quality, communication, new-hire readiness, and service consistency.
Participate in operational reviews, leadership meetings, reporting activities, after-action reviews, and continuous improvement initiatives.
Promote compliance with security standards, access control procedures, asset management practices, data protection requirements, and company IT policies.
Build strong relationships with business partners and office leadership to understand service needs, reduce friction, and improve confidence in End User Services.

Qualifications:

5-7 years of experience in end-user support, desktop support, service desk, IT operations, field support, or related enterprise IT support functions.
2-3 years of experience leading, supervising, mentoring, or coordinating IT support staff in a team lead, supervisor, manager, or equivalent capacity.
Strong working knowledge of Windows operating systems, Microsoft 365, Teams, Outlook, OneDrive, endpoint support, remote support tools, device imaging, and enterprise productivity applications.
Experience with ITSM platforms such as ServiceNow, Halo, Jira Service Management, or similar systems, including incident management, request fulfillment, escalation, and service level management.
Working knowledge of Active Directory, Azure AD / Entra ID, MFA, VPN, endpoint management, asset tracking, and user access support processes.
Solid understanding of networking and connectivity concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general enterprise connectivity troubleshooting.
Demonstrated ability to lead teams, manage competing priorities, resolve escalations, and maintain service quality in a fast-paced environment.
Strong written and verbal communication skills with the ability to communicate effectively with analysts, leadership, business users, and technical teams.
Strong judgment, accountability, follow-through, and ability to balance process compliance with practical urgency during business-impacting issues.
Ability to analyze operational data, identify trends, and translate findings into action plans that improve support performance and user experience.

Preferred Qualifications

Bachelor degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of technical experience and leadership experience.
ITIL Foundation, CompTIA A+, Network+, Microsoft, endpoint management, or service management certification preferred.
Experience managing distributed support teams across multiple offices, regions, or time zones.
Experience supporting executive users, conference rooms, field operations, and high-touch business environments.
Experience with Microsoft Intune, SCCM, endpoint security tools, asset management platforms, device lifecycle management, and remote management solutions.

What We Offer:

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

Apply Now

Refine Your Search

information technology manager jobs in parma, oh

Manager, End User Support

SAP Plan to Produce (PTP) Manager

IT Manager and Systems Administrator

IT Sales Account Manager

IT Category Manager - Software & SaaS

Technology Manager

Infrastructure Manager

Director of Information Technology

Manager IT Internal Audit

Information Technology (IT) Director

Director of Information Technology

IT / OT Infrastructure Manager

Infrastructure & Technology Manager

Infrastructure Manager

Director, IT - Software Development

IT Service Management (ITSM) Lead

Systems Development Engineering Manager

Head of Library Systems

IT Operations Manager

Director of Information Technology (IT) & Digital Productivity

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