Desktop Support Manager/Service Delivery Manager

About the role

We are seeking an experienced Desktop Support Manager to lead a team of desktop support professionals responsible for delivering exceptional end-user support in a predominantly Windows-based enterprise environment. This individual will oversee daily service desk and desktop operations, establish support processes and service standards, manage escalations, and ensure timely resolution of technical issues impacting business productivity. The ideal candidate combines strong technical expertise with proven leadership skills and a customer-focused approach. This is a Contract position based out of Olney, MD.

Responsibilities

• Manage and mentor a team of Desktop Support Technicians, providing coaching, performance management, and career development.
• Oversee day-to-day desktop support operations, ensuring adherence to SLAs and high customer satisfaction levels.
• Act as the primary escalation point for complex hardware, software, and infrastructure issues.
• Lead enterprise Windows workstation support, deployment, maintenance, and lifecycle management.
• Develop and maintain desktop support policies, procedures, and documentation.
• Coordinate hardware refresh projects, operating system upgrades, and enterprise technology rollouts.
• Manage onboarding and offboarding processes, including user account provisioning, equipment deployment, and access management.
• Partner with Infrastructure, Security, Networking, and Application teams to resolve cross-functional technical issues.
• Track and report key performance metrics including ticket resolution times, SLA compliance, asset inventory, and customer satisfaction.
• Oversee endpoint management platforms and software deployment processes.
• Ensure compliance with organizational security standards, patch management requirements, and endpoint protection policies.
• Manage relationships with hardware, software, and support vendors.
• Participate in budget planning, procurement activities, and asset lifecycle management.
• Establish and maintain white-glove support standards for executives and VIP users when required.
• Drive continuous improvement initiatives to enhance support effectiveness and end-user experience.

Requirements

• 5+ years of desktop support experience within an enterprise Windows environment.
• 2+ years of leadership, supervisory, or management experience.
• Strong experience supporting: Windows 10 and Windows 11, Microsoft 365, Active Directory, Azure Active Directory / Entra ID, Group Policy, Exchange Online, VPN technologies, Multi-factor authentication, Mobile device management platforms.
• Experience with endpoint management tools such as Microsoft Intune, MECM/SCCM, or similar solutions.
• Strong understanding of desktop hardware, peripherals, printers, and conferencing technologies.
• Experience managing ticketing systems such as ServiceNow, Jira Service Management, or Remedy.
• Excellent troubleshooting and root-cause analysis skills.
• Strong customer service, communication, and leadership abilities.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• ITIL Foundation certification (preferred).
• Microsoft certifications (preferred).
• Experience supporting hybrid Microsoft 365 environments (preferred).
• Experience leading enterprise workstation refresh initiatives (preferred).
• Previous experience supporting executive leadership or white-glove environments (preferred).

Skills

• Windows 10/11
• Microsoft 365
• Active Directory
• Entra ID (Azure AD)
• Intune
• MECM/SCCM
• Exchange Online
• Teams
• VPN Solutions
• BitLocker
• Microsoft Defender
• ServiceNow