Desktop Support Manager


Miami, FL

Industry: IT Consulting/Services


5 - 7 years

Posted 278 days ago

This job is no longer available.

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.?

Job Description:

  • The Manager, Desktop Support is a leader within the technical support group in Information Technology and is responsible for the management of the desktop support staff; the delivery of technical support and services; and the overall satisfaction of our customers. 
  • The manager must have a strong customer service background coupled with technical skills in all aspects of desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications. 
  • The position is responsible for managing support staff located in California, Nevada, and New York. If you're already at a this level or proficient and ready to take the next step in your career this is the opportunity for you. 

Essential Functions:

  • Delivery of technical support and customer satisfaction. 
  • Management of ticket flow and technician workload; setting daily priorities to meet department goals and customer expectations. 
  • Oversight of the day to day operations of the desktop support group. 
  • Collaboration with the other groups within IT to ensure issue handoff; knowledge transfer and customer satisfaction. 
  • Creation and publication of metrics from the service management system. 
  • Development and continual review of team training materials. 
  • Creation and periodic review of IT knowledge base articles. 
  • Periodic evaluation and refinement of processes to ensure accurate and timely delivery of services. 
  • Team development; coaching and mentoring; supplying opportunities to for technicians to improve their skills and knowledge. 
  • Deliver feedback to team members at regular intervals and conduct performance evaluations. 
  • Management of internal communications for our customers on technology-related issues; collaboration with communications staff. 
  • Establishment of effective and productive working relationships with staff at all levels. 
  • Provide data to supportstaffing decision and support the leadership of IT in staff planning. Ensure appropriate staffing levels are maintained and participate in the hiring of staff. 
  • Plan, coordinate and participate in off-hours project requirements as well as on-callsupport. 


  • Acceptable equivalent combination of education; Bachelor of Science degree in computer science, or equivalent, or Master of Business Administration.
  • Five or more years of experience with LANtechnologies, multiple operating systems, and Wide Area Networking. 
  • Experience managing IT professionals for five or more years. 
  • Strong knowledge and experience with PC hardware (A+ Certification a plus) and software.