FMS Vendor Manager End User Support

Job Description: FMS Vendor Manager – End User Support

Position Summary

We are seeking an experienced and results-driven FMS Vendor Manager – End User Support to oversee daily end-user support operations and manage external vendor partnerships. In this role, you will be responsible for ensuring seamless service delivery, enforcing SLAs, managing vendor resource allocations, and driving operational excellence across all support locations in alignment with organizational IT policies.

Key Responsibilities

• Operations & Vendor Management: Oversee day-to-day end-user support operations, manage outsourced vendor resources, and ensure adequate staffing and backup across all support sites.


• Procurement & Financial Operations: Manage purchase order (PO) generation for new hardware/software procurement and review vendor invoices for accuracy.


• Performance & SLA Monitoring: Track and evaluate vendor performance against established SLAs, KPIs, ticket backlogs, productivity targets, and service quality standards.


• Resource & Escalation Handling: Coordinate resource deployment, replacements, and performance reviews with vendors, while managing critical incident escalations.


• Reporting & Governance: Conduct regular vendor performance reviews, compile and share MIS reports, and ensure strict compliance with internal IT policies and processes.


• Asset & Compliance Tracking: Monitor asset tracking, service compliance, and related operational support activities.


• Stakeholder Coordination: Act as the primary liaison between internal clients, business teams, and external vendors to address operational requirements.

Required Qualifications & SkillsTechnical & Management Competencies

• Domain Expertise: Strong foundational knowledge of IT End User and Desktop Support environments.


• Frameworks & Tools: Proficiency in ITIL methodologies and enterprise ITSM platforms (ServiceNow, Freshservice).


• Operational Metrics: Demonstrated experience in SLA tracking, KPI monitoring, and operational reporting.


• Vendor Governance: Proven background in vendor lifecycle management, resource coordination, and service level enforcement.


• Incident Management: Expertise in handling critical IT escalations and streamlining support workflows.

Soft Skills

• Communication & Leadership: Exceptional interpersonal, verbal, and written communication skills with strong team leadership capabilities.


• Coordination: Excellent cross-functional coordination and vendor relationship management skills.