Manager of Desktop Support

Description

Key Responsibilities:

Lead and mentor the Desktop Support team, ensuring operational excellence in supporting enterprise end-user computing needs across hardware, software, and collaboration platforms.

Champion service delivery and customer experience, continually seeking opportunities to improve response times, satisfaction, and support capabilities.

Ensure the team’s readiness to support and manage Microsoft 365 tools.

Collaborate cross-functionally with Infrastructure, Application Architecture, and Security teams to ensure seamless integration and alignment with broader IT strategy.

Oversee device lifecycle management, including imaging, deployment, patching, and decommissioning, with an emphasis on automation and security compliance.

Stay informed of emerging trends and best practices in IT infrastructure, modern workplace technologies, and support frameworks; recommend and implement innovative solutions to improve performance and efficiency.

Qualifications:

7+ years of progressive experience in desktop support, with at least 3 years in a leadership role within a large-scale enterprise environment.

Proven experience managing end-user computing environments within Microsoft 365, including Intune, Endpoint Manager, Teams, and Azure Active Directory.

Strong knowledge of Windows and Linux operating systems, endpoint security, and IT service management best practices.

Demonstrated ability to lead change, drive process improvement, and align IT support operations with evolving business needs.

Bachelor's degree in Computer Science, Information Systems, or a related field preferred.

Strong communication, leadership, and strategic problem-solving skills.

Preferred Certifications:

Microsoft 365 Certified: Modern Desktop Administrator Associate

CompTIA A+

ITIL Foundation