End User Services Manager

Senior End User Services Coordinator
Great people. Greater business impact.
About CAI

CAI Software builds digital work execution platforms and software solutions that help manufacturing businesses operate with greater clarity and control. Our people bring structure to complexity by replacing fragmented, paper-based processes with connected digital workflows that improve visibility, compliance, and decision-making in real industrial environments. With 45+ years of experience and a presence across 10+ countries, CAI combines deep industry understanding with practical technology. Our teams work across 15 core industries and support 5,000+ customers, guided by sound judgment, long-term thinking, and outcomes that endure.
CAI Business Units and the Markets We Serve

CAI Software is organized into three business units - Graphic Communications, Process Manufacturing, and Discrete Manufacturing – aligned to the markets we serve. This structure allows our teams to stay close to customer needs while operating with the scale and support of a global software company.

This role is part of our Shared Services team which includes the functions that support CAI business units. This model enables deep industry focus at the BU level while benefiting from the scale, expertise, and stability of one unified organization—allowing CAI Software to deliver specialized solutions
About the Role

CAI Software is seeking for an End User Services Manager to support and coordinate our End User Services operations in a multi-country environment.

This is a hands-on coordination role that combines technical expertise, service management, cloud administration, vendor management, and team coordination. The person will work closely with the IT Manager to ensure that the End User Services team is well organized, support activities are delivered on time, tickets are properly monitored, documentation is maintained, and IT services remain stable, secure, and aligned with business needs.

The ideal candidate has strong experience with Microsoft cloud technologies, especially Microsoft 365, Azure, Entra ID, Exchange Online, SharePoint Online, Intune, identity management, single sign-on, and endpoint support . The role also requires familiarity with IT support operations, system migrations, SaaS platform administration, licensing, vendor coordination, and project delivery.

Fluent English is required, as this role will interact regularly with stakeholders, vendors, and teams across different countries.
What You’ll Do
End User Services Coordination

- 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.

- Microsoft 365, Cloud and Identity Administration

- 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, including SaaS platforms and third-party applications.

- 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