Desktop Engineering Manager Job Dallas area,Texas USA,IT/Tech

Position Summary

The Desktop Engineering Manager is responsible for leading and overseeing the firm’s Desktop Engineering function, including end‑user support services, endpoint lifecycle management, and desktop engineering operations across all office locations. This role provides leadership to the Desktop Engineering team, drives service excellence initiatives, and partners with firm leadership to ensure reliable, secure, and high‑performing technology support services. The position combines people leadership, operational oversight, technical troubleshooting, and continuous improvement responsibilities within a multi‑office legal environment.

Essential Duties and Responsibilities

Leadership & Team Management
- Lead, coach, and develop the Desktop Engineering team by providing direction, performance feedback, and professional development support.
- Assign workloads, prioritize resources, and ensure appropriate coverage across firm offices.
- Support hiring, onboarding, training, and ongoing development of desktop engineering staff.
- Foster a collaborative, service‑oriented culture focused on accountability, responsiveness, and continuous improvement.
- Serve as an escalation point for complex, high‑impact or executive‑level technology support issues.
End‑User Support & Service Delivery
- Ensure delivery of consistent, high‑quality end‑user technology support for attorneys and business professionals.
- Partner with office administrators and IT leadership to align desktop support services with business needs.
- Establish and maintain service standards, workflows, and escalation processes to improve resolution times and customer satisfaction.
- Serve as a visible IT leader during office visits, major rollouts, and firm initiatives.
Endpoint & Asset Management
- Oversee endpoint lifecycle management, including deployment, refresh cycles, maintenance, and retirement of firm technology assets.
- Ensure accurate inventory tracking and asset management across all office locations.
- Conduct periodic site visits to verify inventory and update asset records.
- Partner with IT leadership on budgeting, forecasting, and hardware lifecycle planning.
- Manage large‑scale device refreshes and office technology transitions.
Technical Support & Troubleshooting
- Diagnose and resolve complex hardware, software, connectivity, and peripheral issues.
- Support firm standard applications and technologies, including Windows OS, Microsoft 365, VPN, iManage, and related legal technology tools.
- Serve as a Tier2/3 escalation resource for Service Desk and regional support teams.
- Utilize remote support tools and diagnostic methods to efficiently resolve incidents for onsite and remote users.
- Document support activities, resolutions, troubleshooting guides, and process documentation within firm systems.
Collaboration & Continuous Improvement
- Collaborate with infrastructure, security, applications, and support teams to deliver unified technology services.
- Support firm‑wide technology rollouts, upgrades, testing, and end‑user training initiatives.
- Analyze ticket trends, service metrics, and user feedback to identify process improvements and operational efficiencies.
- Maintain and enhance documentation, knowledge‑base content, and operational runbooks.
- Contribute reporting metrics and analysis for IT leadership dashboards and service reviews.
Professional Development & Technical Leadership
- Maintain awareness of emerging technologies, industry trends, and best practices related to desktop engineering and end‑user support.
- Provide technical coaching and guidance to team members and end users.
- Participate in initiatives supporting firm‑wide technology adoption and user‑experience improvements.

Qualifications

Bachelor’s degree in Information Technology or a related field preferred; equivalent experience may be considered.
Minimum 7 years of desktop engineering or advanced end‑user support experience, preferably within a law firm or professional services environment.
Prior leadership or supervisory experience.
Strong knowledge of Windows operating systems, Microsoft 365, remote‑access technologies, and legal applications such as iManage and Litera.
Experience supporting endpoint management and…