Service Desk Manager

The Desktop Support Manager oversees IT support operations for both a university campus and an affiliated hospital. This role directs Desktop Support, owns endpoint lifecycle processes, partners across IT functions, and serves as a Tier 2 escalation resource. Success in this role requires strong technical depth, people leadership, excellent communication with senior stakeholders, and the ability to operate in a complex, multi‑site environment.

• Lead Desktop Support, providing supervision, coaching, resource planning, and performance management.
• Oversee endpoint lifecycle operations including imaging (SCCM), deployments, asset management, patching, upgrades, and application support.
• Serve as the Tier 2 escalation point for advanced endpoint, hardware, printer, and low‑level network issues, ensuring appropriate troubleshooting and escalation.
• Collaborate closely with Networking, Audio‑Visual, Telecommunications, and Clinical Applications teams, including supporting telephony system transitions.
• Engage with leadership and stakeholders at all levels, providing updates, driving process improvements, and ensuring high‑quality service delivery.

• 5+ years of desktop or IT support experience with progressive responsibility.
• 2+ years of team leadership or senior technician experience.
• Strong troubleshooting skills across hardware, software, imaging, and endpoint management.
• Hands‑on experience with SCCM or similar imaging/deployment platforms.
• Understanding of asset management, Help Desk operations, ITSM ticketing workflows, and endpoint security hygiene.
• Ability to communicate clearly with executives, peers, and technical staff.
• Demonstrated ability to stay informed on emerging technologies, patches, and security threats.

• Experience working in both university and healthcare environments.
• Knowledge of PBX/contact center systems and modern unified communications platforms.
• Familiarity with diagnosing basic network issues and escalation thresholds.
• Previous experience leading Tier 1 and Tier 2 teams in a distributed support model.

• Standard business hours with minimal after‑hours support required.
• Flexibility expected during urgent or high‑priority situations.