Manager, Deskside Support

Key Responsibilities

• Lead, coach and develop a high-performing deskside support team with clear objectives and regular evaluations; identify skill gaps and implement development plans; foster a collaborative culture that promotes accountability and continuous improvement.
• Serve as a liaison with business stakeholders to understand support needs; capture and act on feedback; represent the local user base in regional and global forums to align business needs with service delivery.
• Collaborate with regional and global deskside teams to align local service delivery with enterprise standards; contribute to global initiatives focused on process standardization, knowledge sharing and service improvement; balance local needs with global expectations.
• Ensure consistent, timely and high-quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first-contact resolution and service responsiveness.
• Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root cause awareness and continuous improvement.
• Ensure adherence to established processes, policies and service standards; identify inefficiencies, rework and process gaps and implement improvements; maintain and enhance process documentation.
• Ensure effective use of ServiceNow for ticket management and reporting; maintain high-quality, complete and accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities.
• Own asset accuracy and lifecycle tracking for end-user devices; ensure hardware and meeting room technologies are functioning reliably; reduce asset discrepancies and technology-related support issues through strong oversight.
• Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption.

Required Experience

• Bachelor’s degree in information technology or related field preferred.
• 5–7 years of progressive IT support experience, including 3+ years in a leadership role.
• Experience in financial services and front-office support preferred.
• Proven success in team leadership, coaching and performance management.
• Track record of building collaborative, high-performing teams.

Skills & Qualifications

• Leadership: ability to lead, motivate and develop high-performing teams.
• Customer-centric approach with a strong focus on delivering exceptional end-user experiences.
• Accountability and professionalism under pressure with strong follow-through.
• Detail-oriented diagnostic and problem-solving skills.
• Innovative mindset to identify opportunities for process improvement and efficiency.
• Technical proficiency with ServiceNow or similar ITSM platforms.
• Strong working knowledge of Windows OS and troubleshooting, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi-factor authentication and common system tools.
• Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment.

Preferred Qualifications

• CompTIA A+ or Network+ certification.
• ITIL Foundation or Intermediate certification.