Job #: 1764

Title: Manager Desktop Support Services


  • New York City, NY
  • Job Type:

  • Permanent
  • Salary Range:
  • $125,000 to $150,000

    • Anywhere
    • Posted 1 year ago

    Seeking a Manager of Desktop Support Services to lead our team of desktop support technicians and support coordinators to provide excellent desktop support services to our enterprise.

    Success in the position will require exceptional communication skills, an excellent technical background and sound troubleshooting abilities. Additionally, the Desktop Support Manager will work closely with IT teams to implement initiatives across the organization.

    Duties and Responsibilities:

    Lead a team of technicians and support coordinators; oversee the day to day operations of the Desktop Support team, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development
    Manage and perform supervisory duties on a daily basis for the Desktop Support Team and ensuring procedures and processes are adhered to
    Manage all end user incident and request tickets through the IT service management tool
    Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI’s and trends to IT leadership
    Act as an escalation point for end user requests and incidents
    Develop and oversee IT help desk knowledge base and IT policies and procedures documentation for Desktop Support items
    Manage and maintain processes for IT inventory, purchasing, procurement and deployment
    Schedule help desk and desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
    Improve user awareness of IT services, by coordinating all training, documentation, and communication initiatives
    Manage relationships with 3rd party vendors
    Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service
    Periodic travel between sites, and after-hours support will be required

    Successful Candidate should have:

    Strong communication skills with the ability to deal with stakeholders at all levels
    Collaborative approach and strong relationship building skills
    Ability to think strategically and deal effectively with competing priorities and demands
    Strong problem solving and analytical skills
    Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
    Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
    Proven ability to prioritize and re-prioritize work due to changing business/client requirements


    Bachelor’s degree in Information Systems/IT related discipline required, Masters degree preferred
    ITIL Foundation certification preferred
    Practical Experience

    5+ years’ experience leading a Desktop Support or Service Desk team
    Experience in developing and implementing ITSM/ITIL processes, metrics and documentation
    IT Service Management tooling experience
    Advanced technical support experience with the following technologies:
    Active Directory administration
    Microsoft Windows OS’s and Office applications (O365)
    Apple Hardware and MacOS
    OS and application deployment tools and imaging software
    Endpoint Management technologies



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