Sr. Desktop Support Manager

Key Responsibilities:

1. Team Management and Leadership

Lead, mentor, and manage a team of desktop engineers and technical support staff across multiple locations.

Conduct regular performance reviews, skill development plans, and resource planning.

Establish and monitor KPIs (ticket resolution time, first-call resolution rate, customer satisfaction scores).

Act as an escalation point for complex technical issues.

2. Operations & Support Oversight

Manage all L1 and L2 desktop support functions, ensuring minimal downtime for users.

Drive SLA adherence and continuous improvement in support processes.

Implement self-service tools and knowledge base development for users.

Establish standard operating procedures (SOPs) for incident, request, problem, and change management.

3. Asset and Endpoint Lifecycle Management

Oversee procurement, deployment, patching, upgrading, and disposal of laptops, desktops, printers, and mobile devices.

Maintain accurate asset inventory using IT asset management tools.

Coordinate with procurement and finance on budgeting, forecasting, and lifecycle refresh planning.

4. Technology & Infrastructure Management

Standardize desktop images and operating systems across the organization.

Manage and administer tools like SCCM, Intune, JAMF, or equivalent MDM platforms.

Ensure timely deployment of patches, updates, and antivirus definitions.

Collaborate with infrastructure and application teams for seamless integrations.

5. Security and Compliance

Enforce endpoint security policies (encryption, DLP, antivirus, OS hardening).

Ensure compliance with IT audits, ISO 27001, GDPR, or industry-specific regulations.

Participate in business continuity and disaster recovery planning for user computing.

6. Project Management

Lead and support IT infrastructure projects such as office IT setup, Windows 11 migration, Office 365 rollouts.

Manage budgets, vendor engagements, timelines, and communications for desktop-related projects.

7. Stakeholder & Vendor Coordination

Serve as the primary point of contact for business users, senior leadership, and vendors.

Negotiate contracts, service agreements, and hardware/software renewals with third-party vendors.

Qualifications & Skills:

Education: Bachelors Degree in Computer Science, Information Technology, or related field (Masters preferred).

Experience: 10+ years of experience in IT support with at least 45 years in a team management role.

Certifications: ITIL v4 Foundation (required); MCSA, CompTIA, or equivalent certifications (preferred).

Technical Expertise:

Windows 10/11, macOS, Office 365, Exchange Online

SCCM, Intune, JAMF, or other endpoint management platforms

Active Directory, Group Policy, DNS/DHCP

ServiceNow, Jira Service Desk, or other ITSM tools

Endpoint security tools (Symantec, CrowdStrike, BitLocker)

Knowledge of cloud collaboration tools (MS Teams, Zoom, Google Workspace