Manager, Desktop Support

Responsibilities

• Lead global Service Desk and Level 1/Level 2 support operations to deliver timely, reliable technology support across all locations.
• Manage incident prioritization, escalation, service level agreements, ticket trends, and satisfaction feedback to improve service continuity and employee experience.
• Drive global standards for computers, laptops, mobile devices, printers, peripherals, operating systems, configurations, and desktop support processes.
• Oversee device setup, hardware refreshes, software deployment, troubleshooting, technology transitions, and lifecycle activities to keep employees productive with minimal disruption.
• Strengthen IT service management practices for incidents, problems, changes, service requests, knowledge sharing, ticketing discipline, and support workflows.
• Identify root causes, reduce recurring issues, and partner with technical and business teams to ensure new or changed services are supportable before rollout.
• Partner with Information Security and Infrastructure teams to support device security standards, software patching, access controls, vulnerability remediation, and compliance requirements.
• Track and coordinate timely resolution of device‑related risks, configuration gaps, and security or compliance issues that may affect service reliability.
• Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
• Lead, coach, and develop Service Desk and desktop support team members through clear priorities, performance expectations, accountability, and a service‑focused culture.
• Manage vendor, managed service provider, and third‑party support relationships to ensure effective escalations, performance review, and consistent delivery against support agreements.
• Improve the employee support experience through clear communication, consistent service practices, practical self‑service resources, and responsive follow‑through.

• Strong knowledge of global Service Desk, Level 1/Level 2 support, Desktop Support, and end‑user technology support in a multi‑site environment.
• Working knowledge of IT service management practices, including incident, problem, change, service request, knowledge management, ticketing discipline, and service level agreements.
• Knowledge of computer and device support, standardization, deployment, troubleshooting, mobile devices, printers, peripherals, and related desktop support technologies.
• Understanding of device security, vulnerability remediation, software patching, user access controls, asset management, configuration data, audit support, and compliance practices.
• Experience with support platforms and tools, such as ticketing systems, device management platforms, software deployment tools, or related technologies.
• Ability to improve support processes through documentation, knowledge articles, self‑service resources, root cause analysis, performance metrics, and continuous improvement efforts.
• Strong leadership, coaching, vendor management, communication, collaboration, and customer service skills.
• 8+ years of progressive experience in Service Desk, Desktop Support, End‑User Computing, or related IT support environments, preferably supporting global or multi‑site operations.
• 2+ years of experience leading technical support teams.
• Experience managing service performance, escalations, security or compliance support, asset management, and vendor or third‑party support relationships preferred.
• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• Combination of relevant education and experience considered.