Desktop Support Manager
Core
Manages a help desk team to support and resolve end-user issues with computer hardware or software, ensuring service level targets are met through effective oversight of daily operations.
Role type
Senior IC manager of desktop support specialists
Builds
Second-level technical assistance for end-users in a customer-focused environment
Domain
IT Service Management / End-User Computing
Deliverable
client delivery
Required skills
Team leadership, ITSM tool management, Microsoft desktop OS administration, Microsoft cloud services administration, Modern Desktop Management platforms administration, Escalation management, Compliance standards knowledge, Documentation practices, Security protocols
Preferred skills
ITIL Foundation certification
Technologies
ServiceNow, Microsoft M365, Exchange Online, Microsoft Intune, Citrix, Vmware
Responsibilities
Leads and mentors a team of desktop support technicians, Oversees daily support operations including ticket management and incident resolution, Monitors team performance against SLAs and productivity goals, Develops strategies to improve support efficiency and customer satisfaction, Manages escalations and ensures prompt resolution of complex technical issues, Identifies skill gaps and delivers targeted training to the team
Seniority
Senior, hands-on IC with people leadership
