Manager, IS Desktop Support

David Weekley Homes is seeking a highly capable Manager, IS Desktop Support to lead our desktop and end-point support services team. In this role, you'll ensure that our Team Members receive responsive, high-quality technology support, while aligning desktop services with our company and department goals. You'll manage day-to-day operations, lead a team of support professionals, and collaborate with business and IT partners to deliver a seamless experience across our enterprise.

Job Responsibilities:

* Lead, coach, and develop a team of Desktop Support and Field Support Specialists

* Oversee daily operations for incident and request resolution, hardware/software deployment, device imaging, refresh cycles, and lifecycle management of end-user technology

* Track and report on key metrics (e.g., SLA compliance, first-contact resolution, CSAT) and drive continuous improvement

* Act as escalation point for major or complex support issues, communicating effectively with other IT groups and leadership

* Partner with Infrastructure & Security teams to ensure endpoint security, device management (e.g., Microsoft 365, Azure AD, Intune), and compliance with corporate standards

* Manage vendor relationships, hardware procurement, warranty / repair logistics, and software licensing for end-user devices

* Develop and maintain standard operating procedures, knowledge base articles, and training programs to improve service quality and efficiency

* Assist in budget planning, device inventory management, and asset tracking to support IT lifecycle initiatives

Qualifications

* Has 7+ years of experience in desktop / end-user support, including at least 3 years in a supervisory or management role-preferably in a multi-site or enterprise environment

* Embodies a collaborative, servant-leadership style aligned with DWH's culture of putting Team Members first, striving for excellence, and fostering continuous improvement

* Understands Windows 10/11, Microsoft 365, Active Directory/Azure AD, Intune, endpoint imaging/deployment, and basic networking (DNS, DHCP, VPN)

* Is familiar with ITSM/ticketing systems, asset management (Ninja One), and service-management best practices (e.g., ITIL)

* Demonstrates strong leadership, excellent communication skills (technical and non-technical audiences), and a customer-centric mindset

* Certifications such as Microsoft Certified:
Modern Desktop Administrator, CompTIA A+ / Network+ / Security+, or ITIL v4 Foundation are

Additional Information

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What We Offer:

Come build your future with our winning team, recognized by Fortune Magazine as one of the "100 Best Companies to Work For" 19 times! David Weekley Homes builds in 19 markets across the U.S. and is one of the largest private home builders in America.

We offer an excellent benefits package that includes:

* Health Insurance - Medical, Dental and Vision

* 401k and discretionary 8% match

* Employee Stock Ownership Plan

* Profit Sharing

* Vacation, Paid Holidays, plus PTO

* New Home Discount for Team Member and Family

* College Scholarship Program

* Community Outreach

* Sabbaticals

* And more!

David Weekley Homes is an