Manager, Desktop Support

Responsibilities

• Service Desk & End-User Support Operations
• Manage global Service Desk and Level 1/Level 2 support operations.
• Prioritize, escalate, and track service level agreements and ticket trends.
• Improve service continuity and employee experience.
• Computer and Device Standardization & Desktop Support
• Drive global standards for computers, laptops, mobile devices, printers, peripherals, operating systems, configurations, and desktop support processes.
• Oversee device setup, hardware refreshes, software deployment, troubleshooting, technology transitions, and lifecycle activities.
• IT Service Management & Continuous Improvement
• Strengthen IT service management practices for incidents, problems, changes, service requests, knowledge sharing, ticketing discipline, and support workflows.
• Identify root causes, reduce recurring issues, and partner with technical and business teams to ensure new or changed services are supportable before rollout.
• Security Vulnerability & Compliance Support
• Partner with Information Security and Infrastructure teams to support device security standards, software patching, access controls, vulnerability remediation, and compliance requirements.
• Track and coordinate timely resolution of device-related risks, configuration gaps, and security or compliance issues.
• Hardware, Software & Configuration Asset Management
• Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
• Maintain reliable asset and configuration data in the configuration management database or related tracking systems.
• Team Leadership & Vendor Management
• Lead, coach, and develop Service Desk and desktop support team members.
• Manage vendor, managed service provider, and third-party support relationships.
• User Experience & Communication
• Improve the employee support experience through clear communication, consistent service practices, practical self-service resources, and responsive follow-through.
• Communicate service updates, outages, maintenance activities, technology changes, and user-impacting issues.

Qualifications

• Strong knowledge of global Service Desk, Level 1/Level 2 support, Desktop Support, and end-user technology support in a multi-site environment.
• Working knowledge of IT service management practices, including incident, problem, change, service request, knowledge management, ticketing discipline, and service level agreements.
• Knowledge of computer and device support, standardization, deployment, troubleshooting, mobile devices, printers, peripherals, and related desktop support technologies.
• Understanding of device security, vulnerability remediation, software patching, user access controls, asset management, configuration data, audit support, and compliance practices.
• Experience with support platforms and tools, such as ticketing systems, device management platforms, software deployment tools, or related technologies.
• Ability to improve support processes through documentation, knowledge articles, self-service resources, root cause analysis, performance metrics, and continuous improvement efforts.
• Strong leadership, coaching, vendor management, communication, collaboration, and customer service skills.
• 8+ years of progressive experience in Service Desk, Desktop Support, End-User Computing, or related IT support environments, preferably supporting global or multi-site operations.
• 2+ years of experience leading technical support teams.
• Experience managing service performance, escalations, security or compliance support, asset management, and vendor or third-party support relationships preferred.

Benefits

• Competitive salary and annual bonus program.
• Equity compensation eligibility.
• Full suite of health and welfare benefits.
• 401k with company match.