Desktop Support Manager

Description

Client is looking to build a world‑class End User Support team. To support that effort, we are looking for a Supervisor, End User Support, who will oversee the support activities of the End User Support team. The primary responsibility of the Supervisor, End User Support, is to oversee daily operations and prioritize tasks for the End User Support team, ensuring service level agreements and key performance indicators are achieved.

They will assess the End User Support teams’ processes and performance metrics, identifying and implementing changes where needed to enhance efficiency, reducing response times, and improving both customer satisfaction and the team’s productivity. In addition, this role involves managing escalated customer issues to resolution on behalf of the End User Support team. Furthermore, the supervisor will assist other members of the Global EUS team when necessary and contribute to advancement and innovation to improve and streamline the end‑user experience.

Decision‑making and problem‑solving should align with the Company Culture, Values, and Strategic Goals. This position reports directly to the Manager of End User Services.

• Supervise, train, and mentor the End User Support staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
• Monitor and manage the End User Support tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
• Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
• Establish and maintain service level agreements, policies, and procedures for the End User Support operations, ensuring that they are aligned with the organizational goals and standards.
• Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
• Interface and oversee daily operations for desktop support, depot operations and IT Asset Management.
• Prepare and analyze reports on End User Support activities, metrics, and trends, identifying areas of improvement and recommending solutions.
• Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
• Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
• Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
• Manage operational tasks and processes assigned to the End User Support team.

Microsoft, Service Now, Management, Hardware Asset Management, Asset Management, Troubleshooting, ITIL, Infrastructure, Desktop, Support, Powershell

• Power shell experience is preferred – they are looking to begin automating more basic desktop support tasks
• Personality is EVERYTHING for this role and team, Matt is huge on culture. This person should be personable, have great energy, and be a go-getter
• Certifications in ITIL, Microsoft, or CompTIA preferred

Expert Level

Permanent position based out of Cleveland, OH.

The pay range for this position is $58,000-$90,000 per year. 18 days PTO, 16 holidays next year. Health, Vision, Dental Insurance, HSA, 401K match.

Fully onsite position in Cleveland, OH.

Position anticipated to close on Dec 16, 2025.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.