End User Services Manager

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CAI Software, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

Manufacturing • SaaS • B2B

CAI Software, LLC is a provider of production-oriented business management software for manufacturers, processors, distributors, and the graphic communications industry. The company delivers enterprise solutions including ERP, MES, WMS, EDI, inventory management, process automation, digital work instructions, and MIS to streamline operations, improve visibility, and optimize production and distribution workflows across industries such as seafood, food & beverage, aerospace, automotive, electronics, and printing. CAI supports deployment, implementation, and ongoing customer support for integrated, end-to-end software suites and enabling apps aimed at midmarket and enterprise customers.

📋 Description

• Coordinate the daily activities of the End User Services team. • Monitor ticket queues, priorities, SLAs, escalations, and service performance. • Ensure support requests, incidents, and service tasks are handled effectively and delivered on time. • Act as a senior escalation point for complex end-user, identity, Microsoft 365, and access-related issues. • Help organize team workload, follow-ups, deliverables, and operational routines. • Support continuous improvement of support processes, documentation, and service quality. • Maintain clear communication with users, business stakeholders, IT leadership, and external vendors. • Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing. • Support Azure and Microsoft Entra ID administration, including users, groups, roles, enterprise applications, access policies, and identity lifecycle processes. • Manage and support single sign-on integrations using Entra ID. • Support modern authentication, MFA, conditional access, and access control best practices. • Support Windows domain environments, Active Directory concepts, hybrid identity, and endpoint access management. • Work with Microsoft 365, Azure, and SaaS vendors to troubleshoot issues and coordinate service changes. • Support endpoint management processes, including device lifecycle, configuration, compliance, and security controls. • Promote secure and standardized endpoint and access management practices. • Monitor and improve the use of the ticketing system, ensuring tickets are properly categorized, prioritized, assigned, and resolved. • Maintain and improve the IT knowledge base, ensuring documentation is concise, accurate, and up to date. • Create and maintain operational reports for IT leadership, including ticket trends, SLA performance, backlog, recurring issues, and team workload. • Support ITIL-aligned practices such as incident management, request fulfillment, problem management, and change management. • Participate in change management processes, ensuring changes are properly documented, assessed, approved, and communicated. • Support and coordinate IT projects related to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations. • Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.

🎯 Requirements

• Previous experience in IT support, End User Services, Systems Administration, IT Operations, or Infrastructure Support. • Experience coordinating or technically leading support teams, service desk teams, or End User Services teams. • Strong hands-on experience with Microsoft 365 administration. • Good knowledge of Azure and Microsoft Entra ID. • Experience with Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing. • Experience with identity and access management, including users, groups, permissions, MFA, conditional access, and SSO. • Experience with Windows environments, Active Directory concepts, Windows domains, and endpoint support. • Experience with ticketing systems, support processes, SLA monitoring, and service reporting. • Familiarity with Intune, MDM, endpoint compliance, and device management. • Experience administering SaaS platforms such as Jira, Confluence, Atlassian products, GitHub, or similar tools. • Experience with vendor management, licensing, renewals, and support escalations. • Familiarity with cloud, AI concepts, automation, and modern workplace technologies. • Ability to coordinate multiple priorities, follow up on deliverables, and keep operational activities organized. • Strong communication skills with both technical and non-technical audiences. • Fluent English, both written and spoken. • Portuguese fluency.

🏖️ Benefits

• Remote work options