End-User Experience Manager

Job ID:  517581

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

Position Overview

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.

Key Responsibilities (Essential Duties and Functions)

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

Qualifications

Education/Experience

• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
• Experience in IT support, help desk management, or user services.
• Prior experience managing or leading a team is preferred.

Skills and Competencies

• Strong leadership and team development skills.
• Excellent communication skills—verbal, written, and interpersonal.
• Ability to analyze feedback and performance data to drive improvements.
• Customer-focused approach to problem solving.
• Ability to work effectively with cross-functional teams.
• Proficiency in preparing documents and presentations.
• Familiarity with ITIL, Agile, or similar frameworks is a plus.

Work Requirements

• Willingness to travel to user sites as needed (20%–40% travel).
• Effective written, verbal, and phone communication.
• Proficiency in preparing documents and presentations.
• Ability to work for extended periods in a seated position.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; outside weather conditions; and extreme cold and/or heat. The noise level in the work environment is usually quiet to moderate.

The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

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.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability