Desktop Support Manager
Desktop Support Manager
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Job Description
Desktop Support Manager
Location: North East Ohio (Onsite managing a multi-regional team)
Job Type: long-term Contract-to-Hire
Are you a seasoned IT professional ready to lead and innovate Were searching for a Desktop Support Manager to spearhead our geographically dispersed IT support team. This isnt just a management role; its a player/coach opportunity splitting your time 50/50 between hands-on technical support and strategic team leadership.
Youll be crucial in delivering white-glove support to our C-level executives and other high-visibility stakeholders across approximately 1400 users. Your leadership will extend to a local team in North East Ohio and a remote team across multiple U.S. locations.
What Youll Do:
- Lead & Mentor: Guide and develop a team of 6-8 desktop support technicians both local and remote.
- Optimize Operations: Oversee daily ticketing manage vendors and implement a unified service desk queue to streamline support.
- Provide Hands-On Support: Jump in to troubleshoot Windows OS Microsoft 365 hardware and networking issues when needed.
- Strategic Impact: Play a key role in shaping the future of our IT support organization driving process improvements and enhancing user experience.
- Executive Support: Ensure top-tier high-touch support for our senior leadership and critical meetings.
- Escalation Point: Serve as the primary point for resolving high-impact and sensitive support issues.
Who Were Looking For:
- Experienced Leader: Proven track record leading desktop support teams across multiple regions managing operations for both general users and senior executives.
- Technical Expert: Strong background in technical support and troubleshooting.
- Communication & Diplomacy: Excellent communication skills with the ability to navigate and defuse challenging situations.
- Process-Oriented: Familiarity with ITIL or similar frameworks and a history of driving process improvements and tool adoption.
- Customer-Obsessed: A genuine passion for delivering exceptional customer service and building strong rapport at all organizational levels.
- Adaptable & Composed: Thrives in a fast-paced environment capable of managing diverse personalities and remains solutions-focused under pressure. An extroverted and approachable leadership style is a strong plus.
If youre a resourceful forward-thinking leader eager to make a significant impact in a dynamic IT environment we encourage you to apply!
Required Experience:
Senior IC
Employment Type
Full-Time
