Manager, Desktop Services

Job Description:

CBE Companies, a global provider of contact center services has an immediate need for a Manager, Desktop Services for our Clarksville, TN office. We would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the “Best-of-the-Best” to join our winning team and support both recent and future growth! Why would CBE be a good fit for you?

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years—and we’re still going strong because we offer employees:

Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

Ongoing training & support!

Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to “doing the right thing”; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success—and we’re looking for people who value opportunity, challenge, innovation, results, and FUN!

Invest in your future with a company that will invest in YOU!

The Manager, Desktop Services is responsible for the overall leadership, strategy, and operational excellence of desktop administration, endpoint technologies, asset inventory, and US-based IT support services. This role combines hands-on operational oversight with strategic planning to ensure a secure, reliable, and high-quality user experience (UX). The Manager, Desktop Services will provide direct management and mentorship to desktop administrators and US-based help desk personnel, while coordinating closely with global support teams operating under a dotted-line reporting model. This role will ensure alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

Job Details:

Leadership & People Management

• Lead, coach, and develop desktop administrators and US-based help desk staff.

• Create & maintain onboarding, training, and professional development programs for team.

• Foster a positive, collaborative, and service-oriented team culture.

• Provide guidance on policies, procedures, and best practices.

• Serve as the escalation point for complex or high-impact end-user support issues.

Desktop & Endpoint Services

• Own the end-user technology stack, including operating systems, desktops, laptops, virtual desktops (VDI), peripherals, and other endpoints.

• Oversee operating system deployment, configuration, patching, and lifecycle management.

• Support and administer endpoint management platforms and automation where applicable.

• Monitor system health, performance, and compliance; take proactive action on risks.

Asset & Inventory Management

• Oversee hardware and software asset inventory, tracking, and lifecycle management.

• Coordinate hardware procurement, deployment, refresh, and retirement.

• Ensure accurate license management and compliance.

IT Support & Service Delivery

• Ensure high-quality Tier 1 & 2 support with focus on timely resolution & positive UX.

• Manage ticket assignment, prioritization, and escalation processes.

• Maintain on-call schedules and support rotations as required.

• Analyze incident trends and implement preventative solutions to reduce repeat issues.

Collaboration & Cross-Functional Alignment

• Partner with Infrastructure, Security, Application, and Vendor teams to support projects, upgrades, and new system rollouts.

• Coordinate with global or offshore help desk leadership to ensure consistency in processes and service delivery.

• Act as a technical and operational advisor to IT leadership for end-user services.

Documentation, Security & Process Improvement

• Develop and maintain SOPs, technical documentation, and knowledge base content.

• Ensure compliance with information security policies and controls.

• Identify, lead, or support continuous improvement initiatives and automation opportunities.

• Participate in IT projects, task forces, and other initiativ