Desktop Support Manager

Job Description

Responsibilities

• Lead, mentor, and develop a team of Deskside Support professionals, ensuring high-quality end-user support, strong team performance, and adherence to service level agreements.
• Partner with business stakeholders, global IT teams, and third-party vendors to resolve escalations, improve service delivery, and ensure a consistent support experience across the organization.
• Manage daily IT operations, including incident and request queues, asset inventory, documentation, and continuous process improvements using ServiceNow or similar ITSM platforms.
• Provide technical leadership and support across Windows, macOS, Microsoft 365, mobile devices, video conferencing, networking, and endpoint technologies while driving operational excellence and ITIL best practices.

Requirements

• 5-7 years of progressive IT support experience, including at least 3 years in a leadership or management role overseeing technical support teams.
• Strong technical expertise supporting Windows, Microsoft 365, ServiceNow (or similar ITSM), mobile device management (MDM), Microsoft Teams Voice, AV technologies, Zscaler, MFA, and desktop/laptop/mobile hardware.
• Excellent leadership, customer service, communication, and problem-solving skills with the ability to manage escalations, coach team members, and collaborate with cross-functional stakeholders.
• Bachelor's degree in Information Technology or a related field preferred; financial services or front-office support experience and CompTIA A+/Network+ or ITIL certifications are highly preferred.

Salary: 140k - 160k

Hybrid 2-3 days