Desktop Support Manager
Hybrid · St. Petersburg, Florida, United States or Memphis, Tennessee, United States
Job Summary
Leads and mentors a desktop support team delivering second-level technical assistance in a customer-focused environment. Oversees ticket management, incident resolution, and service request fulfillment; ensures SLAs and quality targets are met; analyzes data to guide decisions and improve service delivery. Works cross-functionally with infrastructure, digital workplace, and cybersecurity teams, and supports onboarding/offboarding of IT assets. Focuses on improving support efficiency, customer satisfaction, and knowledge base/documentation; drives coaching and performance improvements aligned with organizational goals.
Required Qualifications
- 5+ years of progressive experience in desktop support or end-user computing roles
- At least 3 years of people leadership experience in a large, distributed enterprise environment, managing teams of 15+ direct reports
- Experience with ITSM tools such as ServiceNow
- In-depth understanding of Microsoft desktop operating systems and Microsoft cloud services (i.e., M365, Exchange Online)
- Familiarity with Modern Desktop Management platforms and administration (i.e., Microsoft Intune, Citrix, Vmware)
- ITIL Foundation preferred
Additional Requirements
- Not eligible for Work Visa sponsorship
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