Desktop Support Manager

Position Summary

The Desktop Support Manager leads the day-to-day delivery of desktop support services for employees across the organization. This position supervises desktop support staff, coordinates incident and service request resolution, and ensures reliable, secure, and customer-focused technology support.

The manager serves as an escalation point for complex technical issues, partners with infrastructure, applications, information security, and service management teams, and helps establish consistent support processes, documentation, and performance standards.

Essential Responsibilities

• Supervise, coach, and develop desktop support personnel, including work assignment, scheduling, performance feedback, and training.
• Manage daily support operations to ensure timely response and resolution of incidents, service requests, and technology-related issues.
• Act as an escalation point for complex hardware, operating system, application, account access, endpoint management, and connectivity problems.
• Monitor ticket queues, service-level performance, aging work, recurring issues, and customer satisfaction; take corrective action when needed.
• Coordinate support for employee onboarding, transfers, role changes, terminations, workstation deployments, and technology refreshes.
• Establish and maintain standard operating procedures, knowledge articles, troubleshooting guides, and support documentation.
• Promote consistent use of incident, request, change, asset, and knowledge-management processes.
• Partner with infrastructure, cybersecurity, application support, network, identity, and vendor teams to resolve cross-functional issues.
• Support endpoint security, encryption, configuration standards, software deployment, mobile device support, and compliance requirements.
• Participate in technology projects, implementations, office moves, hardware refreshes, and other operational initiatives.
• Review recurring incidents and identify opportunities to improve service reliability, automation, self-service, and user experience.
• Assist with vendor coordination, product evaluations, purchasing recommendations, and inventory or asset management.
• Prepare operational metrics and status updates for management, including workload, service levels, trends, risks, and improvement initiatives.
• Maintain confidentiality and protect sensitive company, customer, and employee information in accordance with organizational policies and regulatory requirements.
• Perform other duties as assigned.

Required Qualifications

• Eight or more years of experience in desktop support, service desk, endpoint support, or a related technology support function.
• Five years of experience leading, supervising, mentoring, or coordinating the work of technical support personnel.
• Associate degree in information technology, computer science, or a related field; equivalent professional experience may be considered.
• Demonstrated experience troubleshooting Windows workstations, Microsoft 365 applications, endpoint hardware, printers, peripherals, and common connectivity issues.
• Experience using an IT service management or ticketing platform.
• Strong understanding of endpoint security, access management, software deployment, patching, and technology asset controls.
• Strong written and verbal communication skills, with the ability to explain technical information to both technical and nontechnical audiences.
• Strong organizational, analytical, prioritization, and problem-solving skills.
• Ability to handle sensitive information professionally and exercise sound judgment.

Preferred Qualifications

• Bachelor’s degree in information technology, computer science, business, or a related field.
• Experience supporting a distributed or multi-location workforce.
• Experience in a financial-services, banking, healthcare, or other regulated environment.
• Experience with Microsoft Intune, Configuration Manager, Entra ID, Active Directory, or comparable endpoint and identity-management platforms.
• ITIL Foundation, CompTIA, Microsoft, or related professional certification.
• Experience developing service metrics, knowledge-management programs, automation, or continuous-improvement initiatives.

Core Competencies

• Customer service orientation
• Team leadership and employee development
• Technical troubleshooting and escalation management
• Operational discipline and follow-through
• Risk awareness and security-mindedness
• Clear communication and collaboration
• Continuous improvement
• Sound judgment and accountability

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Work Environment and Physical Requirements

• Primarily an office and technology-support environment with occasional work at other company locations.
• Ability to sit, stand, walk, and use a computer for extended periods.
• Ability to lift, move, or install standard desktop equipment and peripherals as needed.
• May require occasional after-hours, weekend, or on-call support for maintenance, outages, implementations, or critical incidents.