Manager, Desktop Services

Job Description:

Purpose of the Position

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 position provides 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. The Manager, Desktop Services ensures alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

Education and Experience Preferences

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field; or equivalent professional experience.
• Minimum 3–5 years of experience in desktop support or related IT operations roles.
• Minimum 2 years of people management or team leadership experience.
• Strong working knowledge of Microsoft Windows operating systems and endpoint technologies.
• Experience with endpoint management tools, asset inventory systems, and software licensing.
• Demonstrated ability in system analysis, troubleshooting, and process improvement.
• Relevant IT certifications (e.g., CompTIA A+, Security+, or similar) preferred.

Duties and Responsibilities

·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 initiatives as required.

Accountability/Measurement

• End-user systems are maintained with minimal downtime and rapid resolution of issues.
• Projects and initiatives are delivered on time, within scope, and within budget.
• Service metrics demonstrate effective incident resolution, trend reduction, and improved UX.
• Asset inventory and licensing records remain accurate and audit-ready.
• Team performance, development, and engagement objectives are met.

Physical and Other Requirements

• Ability to remain seated for extended periods (up to approximately 85% of the workday).
• Ability to occasionally move about the office to access equipment or attend meetings.
• Ability to operate standard office productivity equipment.
• Ability