IT Desktop Support Manager

Role Overview

The IT Desktop Support Manager leads desktop support operations across the Americas, modernizing end-user services through automation, analytics, and AI-powered tools. This position partners across IT and the business to improve service quality, strengthen endpoint and security controls, and build a more efficient, data-driven support organization.

Lead desktop support operations, develop AI-enabled workflows, automate capabilities, and self-service solutions to improve efficiency and user experience. Collaborate with IT and business stakeholders to modernize support services and align support capabilities with business needs.

We seek individuals with strong leadership, communication, and analytical skills, with the ability to translate technical capabilities into business outcomes. Experience in ITAR-regulated environments and relevant certifications are a plus.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
• 5+ years of experience in IT desktop support or service desk management, including at least 2 years in a leadership or managerial role
• Strong expertise in Windows operating systems, Active Directory, identity management, Microsoft 365, endpoint management tools, and endpoint security technologies
• Experience improving support operations through automation, analytics, or AI-driven approaches
• Familiarity with AI-enabled platforms such as Microsoft Copilot or AI-powered ITSM tools
• Experience with ITSM platforms such as Jira Service Management or Service Now and related automation capabilities

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• Retirement savings plans
• Life and disability insurance
• Paid vacation & holiday
• Tuition assistance programs