Job Overview:The Desktop Support Manager oversees the day-to-day operations of the Desktop Support team, ensuring timely and efficient resolution of technical issues, continuous improvement of support processes, and a high level of customer satisfaction. This role involves supervising a team of technicians, collaborating with other IT divisions, and maintaining standards for desktop hardware, software, and related services across the organization.
Responsibilities
- Recruit, train, mentor, and evaluate Desktop Support Technicians. Assign tasks, set goals, and monitor performance metrics. Foster a collaborative environment focused on service excellence.
- Oversee escalation of complex technical issues, guiding technicians in problem-solving. Ensure all support tickets are properly triaged, prioritized, and resolved promptly. Develop and maintain knowledge base articles, FAQs, and self-service tools.
- Establish and enforce policies, procedures, and best practices for desktop computing, software deployment, and endpoint security. Monitor adherence to corporate standards for IT equipment and software.
- the allocation and inventory of desktop hardware, peripherals, and software licenses. Collaborate with procurement to plan and forecast equipment needs and budget.
- Serve as a primary liaison between end users, the Desktop Support team, and other IT functions. Provide regular status updates, metrics, and project reports to senior leadership. Engage with vendors and service providers to coordinate repairs, warranty claims, and technical updates.
- Identify areas for enhanced efficiency or cost savings in desktop support operations. Implement new tools, technologies, or processes to improve service delivery and end-user satisfaction.
Qualifications
Job Requirements:
- Bachelor's Degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
- 5+ years of hands-on desktop support or IT service desk experience.
- 2+ years in a supervisory or managerial role leading technical teams.
- Proficiency with Windows and Mac operating systems, common business applications (e.g., Microsoft 365), and endpoint management tools.
- Understanding of Active Directory, group policies, and basic networking concepts.
- Ability to communicate clearly with technical and non-technical staff.
Preferred Job Requirements:
- Familiarity with ITIL frameworks (Service Desk, Incident Management, Problem Management) is a plus.
- Certifications such as A+, Network+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.
