IT Manager - Desktop Support

About the role

We are seeking an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations, as well as remote field agents and remote employees across the United States. This role is based in our Springfield, Illinois office and requires full-time onsite presence.

Responsibilities

• Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts
• Oversee workload distribution, employee performance, and career development planning
• Foster a collaborative, customer-focused, and high-performing team culture
• Provide technical guidance and mentorship to support professional growth across the team
• Manage a distributed desktop support team serving three U.S. locations, remote insurance agents, and remote employees nationwide
• Ensure timely response and resolution of incidents and service requests in accordance with established service level agreements
• Maintain service quality, operational efficiency, and end-user satisfaction
• Establish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolution
• Drive consistency in support processes, documentation, and standard operating procedures
• Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users
• Oversee support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripherals
• Guide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote users
• Ensure reliability, performance, and security of supported endpoint systems
• Partner with infrastructure and application teams to resolve escalated incidents and systemic issues
• Support technology deployments, upgrades, hardware refreshes, and lifecycle management activities
• Ensure effective support processes are in place for remote access, virtual support, device provisioning, and endpoint troubleshooting for users across the U.S.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• 5 to 10 years of progressive IT support experience, including leadership responsibility
• Strong knowledge of Windows and Mac operating systems
• Strong knowledge of endpoint hardware, peripherals, and desktop support tools
• Experience supporting virtual desktop or virtual workstation environments
• Demonstrated ability to manage SLAs, service metrics, and support performance
• Strong troubleshooting, problem-solving, and decision-making skills
• Excellent verbal and written communication skills

Key Competencies

• Leadership and team development
• Customer service orientation
• Operational excellence
• Analytical thinking and problem-solving
• Collaboration and stakeholder management
• Ability to work effectively in a fast-paced, evolving environment