Manager II, Desktop Support

Responsibilities

• Contribute to the development, execution, and administration of Desktop Support strategy, operational priorities, and organizational goals.
• Establish operational objectives, policies, procedures, and performance standards that align with business and enterprise objectives.
• Develop and implement operational strategies that enhance service quality, operational efficiency, and customer experience.
• Represent Desktop Support in executive briefings, planning sessions, governance reviews, and cross-functional initiatives.
• Bring external perspectives and industry best practices into the organization by remaining current on emerging technologies, automation capabilities, regulatory requirements, and technology service trends.
• Lead operational and business analysis efforts to identify opportunities for improvement and implement action plans that improve service performance and reduce recurring issues.
• Collaborate cross-functionally to address root causes, improve operational processes, and increase service efficiency through automation and self-service capabilities.
• Oversee multiple support functions and teams to ensure the consistent application of service standards, performance expectations, KPIs, and security controls.
• Establish and monitor performance metrics to measure operational effectiveness and customer outcomes.
• Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, scalability, and service quality.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and experience.
• 10–15 years of relevant experience in Desktop Support, IT Operations, Service Management, Service Desk, Request Management, Incident Management, Desktop Projects, or related technology support functions.
• 5–10 years of leadership or management experience overseeing technical support teams, operational functions, or multiple related teams.
• Proven experience managing and leading multiple teams or functions within a technical support environment.
• Experience leading technical support teams in high-volume, multi-channel environments.
• Proven ability to influence service delivery strategy and develop operational plans.
• Strong expertise in workforce planning, operational process improvement, and vendor management.
• Demonstrated ability to manage resources, budgets, and operational priorities across multiple teams.
• Strong strategic thinking, analytical, and decision-making abilities.
• Excellent communication, problem-solving, conflict resolution, and stakeholder management skills.