Manager of Deskside Services

The Manager of Deskside Services is responsible for the leadership, coordination, and delivery of end‑user computing and on‑site support services across multiple customer environments. This role manages a blended support model that includes employees, contractors, and third‑party vendors, ensuring consistent, high‑quality service delivery for BRIDGE clients.

The Manager of Deskside Services thrives in a fast‑paced, hands‑on environment and brings a strong customer‑service mindset, operational discipline, and people leadership skills. This role serves as a key escalation point for deskside, service desk, and client‑facing teams and plays a critical role in maintaining service quality, customer satisfaction, and operational efficiency.

• Processes, prioritizes, and escalates work requests in alignment with service level objectives (SLOs).
• Leads and manages a distributed deskside support team, including employees and contractors.
• Conducts regular one‑on‑one meetings with direct reports to provide coaching, feedback, and performance support.
• Supports onboarding, training, and ongoing development of deskside personnel.
• Promotes a culture of accountability, professionalism, and customer‑focused service delivery.

• Manages relationships with third‑party vendors and contractors, including remote‑hands and field dispatch services supporting non‑local customer locations.
• Monitors vendor performance, service quality, and adherence to defined expectations.
• Coordinates vendor engagement during incidents, projects, and escalations.

• Oversees deskside support for desktops, laptops, mobile devices, printers, and peripherals (Windows, macOS, and mobile platforms).
• Ensures high‑quality support for:
  • Windows workstations and operating systems
  • Microsoft 365 and Office applications
  • Google Workspace
  • VoIP and telephony systems
  • Basic network connectivity and troubleshooting
  • Smartphones and tablets (Apple and Android)
• Provides hands‑on support as needed during high‑priority incidents or staffing gaps.

• Supports on‑site service delivery as needed.
• Up to 50% travel (local, regional, and national) may be required based on customer needs.

• Participates as an effective team member through communication, collaboration, and problem solving.
• Assists in other areas of IT operations as directed.
• Maintains complete and accurate records of work performed and services delivered.
• This position may involve extended sitting, walking, standing, stooping, kneeling or crouching and lifting up-to 50 pounds.