Desktop Support Manager
Desktop Support Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 100000 - 200000
1 Vacancy
Job Description
Desktop Support Manager
Location: Bethesda MD (Onsite with some Hybrid flexibility)
Job Overview: LCG is seeking an experienced Desktop Support Manager to lead and manage enterprise-wide end-user support services for our Client. This role is critical to ensuring high-quality IT service delivery across the Clients community of scientists administrators and executives. The Desktop Support Manager will oversee a team of 15 technicians manage large-scale deployments ensure operational compliance and deliver superior customer service across Windows and Mac environments.
Key Responsibilities
Team Leadership & Oversight
- Lead and supervise a desktop support team of 15 technicians delivering daily IT support to 1000 Clients users.
- Develop staff schedules assign tasks track performance and ensure adherence to Service Level Agreements (SLAs).
- Provide coaching mentoring and performance reviews to ensure a high-performing customer-focused team.
- Foster a collaborative environment that supports Clients user community including scientific researchers administrators and executives.
End-User Support Management
- Oversee desk-side and remote support for Windows and Mac operating systems Office 365 and commonly used research/administrative applications.
- Ensure effective use of remote support tools (Bomgar Cisco Jabber MS Teams Windows Remote Control) to resolve issues quickly.
- Implement troubleshooting processes for laptops desktops printers scanners mobile devices (iPhones/iPads) and A/V systems.
- Provide direct consultation and training to users on hardware/software usage and security best practices.
Device & Configuration Management
- Manage configuration imaging and deployment of end-user devices including Dell laptops Apple MacBooks and iMacs.
- Ensure compliance with Client security baselines (e.g. FIPS encryption antivirus patching and endpoint protection).
- Maintain accurate inventory of devices and coordinate with Asset Management staff for lifecycle tracking.
- Oversee conference room IT systems including audio/visual setups and meeting support.
Service Operations & Reporting
- Administer and oversee all ServiceNow operations ensuring accurate ticket categorization escalation and closure.
- Generate and analyze ServiceNow reports and dashboards to identify performance trends recurring issues and SLA compliance.
- Deliver weekly monthly and quarterly reports on helpdesk performance to Client leadership and contract stakeholders.
- Recommend process improvements and technology upgrades based on trend analysis and customer feedback.
Compliance & Policy Enforcement
- Ensure all IT support operations comply with federal HHS and NIH IT security and operational policies.
- Support compliance with Section 508 accessibility requirements ensuring assistive technologies are available and functional.
- Enforce patching encryption and endpoint security requirements across all devices.
- Coordinate with Clients cybersecurity staff to resolve vulnerabilities mitigate risks and support audits.
Strategic & Contractual Responsibilities
- Partner with Client IT leadership (CO COR OIT) to align desktop support services with organizational goals.
- Provide input to IT planning budget development and resource allocation for desktop services.
- Participate in contract reviews risk assessments and quality assurance evaluations.
- Support proposal and business development activities by identifying potential enhancements or efficiencies in IT service delivery.
Requirements
- 7 years of experience as an IT Helpdesk/Support Manager.
- 5 years leading a team of 15 technicians supporting 1000 staff.
- 5 years supporting Windows 7/10 and macOS (10.x and later).
- 5 years supporting Microsoft Office 365 (Word PowerPoint Excel).
- 3 years with ServiceNow including reporting and dashboards.
- Bachelors degree in IT Computer Science or related field (7 years of applicable experience may substitute).
- Active PMP required.
- Industry certifications (HDI ITIL CMMI etc.) preferred.
- Familiarity with macOS 10.14 and Windows 10 version 1909.
- Strong knowledge of remote support tools (Bomgar or equivalent).
- Prior experience leading a team that consistently met defined Service Level Agreements (SLAs).
- Strong communication skills (oral and written) with proven ability to interact with senior leadership and technical staff.
- Demonstrated strengths in strategic thinking multi-tasking time management planning and execution.
Compensation and Benefits
The projected compensation range for this position is $100000 to $200000 per year benchmarked in the Washington DC Metro area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors including but not limited to role location the combination of education/training knowledge skills competencies certifications and work experience.
LCG offers a competitive comprehensive benefits package which includes health insurance options (medical dental vision) life and disability insurance retirement plan contributions as well as paid leave federal holidays professional development and lifestyle benefits.
Devoted to Fair and Inclusive Practices
All qualified applicants will receive consideration for employment without regard to sex race ethnicity age national origin citizenship religion physical or mental disability medical condition genetic information pregnancy family structure marital status ancestry domestic partner status sexual orientation gender identity or expression veteran or military status or any other basis prohibited by law.
If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position contact our Human Resources department by email at.
Securing Your Data
Beware of fraudulent job offers using LCGs name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from oremails not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information contact us immediately at.
If you believe you are the victim of a scam contact your local law enforcement and report the incident to theU.S. Federal Trade Commission.
Desktop Support Manager
Location: Bethesda MD (Onsite with some Hybrid flexibility)
Job Overview: LCG is seeking an experienced Desktop Support Manager to lead and manage enterprise-wide end-user support services for our Client. This role is critical to ensuring high-quality IT service delivery across the Clients community of scientists administrators and executives. The Desktop Support Manager will oversee a team of 15 technicians manage large-scale deployments ensure operational compliance and deliver superior customer service across Windows and Mac environments.
Key Responsibilities
Team Leadership & Oversight
- Lead and supervise a desktop support team of 15 technicians delivering daily IT support to 1000 Clients users.
- Develop staff schedules assign tasks track performance and ensure adherence to Service Level Agreements (SLAs).
- Provide coaching mentoring and performance reviews to ensure a high-performing customer-focused team.
- Foster a collaborative environment that supports Clients user community including scientific researchers administrators and executives.
End-User Support Management
- Oversee desk-side and remote support for Windows and Mac operating systems Office 365 and commonly used research/administrative applications.
- Ensure effective use of remote support tools (Bomgar Cisco Jabber MS Teams Windows Remote Control) to resolve issues quickly.
- Implement troubleshooting processes for laptops desktops printers scanners mobile devices (iPhones/iPads) and A/V systems.
- Provide direct consultation and training to users on hardware/software usage and security best practices.
Device & Configuration Management
- Manage configuration imaging and deployment of end-user devices including Dell laptops Apple MacBooks and iMacs.
- Ensure compliance with Client security baselines (e.g. FIPS encryption antivirus patching and endpoint protection).
- Maintain accurate inventory of devices and coordinate with Asset Management staff for lifecycle tracking.
- Oversee conference room IT systems including audio/visual setups and meeting support.
Service Operations & Reporting
- Administer and oversee all ServiceNow operations ensuring accurate ticket categorization escalation and closure.
- Generate and analyze ServiceNow reports and dashboards to identify performance trends recurring issues and SLA compliance.
- Deliver weekly monthly and quarterly reports on helpdesk performance to Client leadership and contract stakeholders.
- Recommend process improvements and technology upgrades based on trend analysis and customer feedback.
Compliance & Policy Enforcement
- Ensure all IT support operations comply with federal HHS and NIH IT security and operational policies.
- Support compliance with Section 508 accessibility requirements ensuring assistive technologies are available and functional.
- Enforce patching encryption and endpoint security requirements across all devices.
- Coordinate with Clients cybersecurity staff to resolve vulnerabilities mitigate risks and support audits.
Strategic & Contractual Responsibilities
- Partner with Client IT leadership (CO COR OIT) to align desktop support services with organizational goals.
- Provide input to IT planning budget development and resource allocation for desktop services.
- Participate in contract reviews risk assessments and quality assurance evaluations.
- Support proposal and business development activities by identifying potential enhancements or efficiencies in IT service delivery.
Requirements
- 7 years of experience as an IT Helpdesk/Support Manager.
- 5 years leading a team of 15 technicians supporting 1000 staff.
- 5 years supporting Windows 7/10 and macOS (10.x and later).
- 5 years supporting Microsoft Office 365 (Word PowerPoint Excel).
- 3 years with ServiceNow including reporting and dashboards.
- Bachelors degree in IT Computer Science or related field (7 years of applicable experience may substitute).
- Active PMP required.
- Industry certifications (HDI ITIL CMMI etc.) preferred.
- Familiarity with macOS 10.14 and Windows 10 version 1909.
- Strong knowledge of remote support tools (Bomgar or equivalent).
- Prior experience leading a team that consistently met defined Service Level Agreements (SLAs).
- Strong communication skills (oral and written) with proven ability to interact with senior leadership and technical staff.
- Demonstrated strengths in strategic thinking multi-tasking time management planning and execution.
Compensation and Benefits
The projected compensation range for this position is $100000 to $200000 per year benchmarked in the Washington DC Metro area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors including but not limited to role location the combination of education/training knowledge skills competencies certifications and work experience.
LCG offers a competitive comprehensive benefits package which includes health insurance options (medical dental vision) life and disability insurance retirement plan contributions as well as paid leave federal holidays professional development and lifestyle benefits.
Devoted to Fair and Inclusive Practices
All qualified applicants will receive consideration for employment without regard to sex race ethnicity age national origin citizenship religion physical or mental disability medical condition genetic information pregnancy family structure marital status ancestry domestic partner status sexual orientation gender identity or expression veteran or military status or any other basis prohibited by law.
If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position contact our Human Resources department by email at.
Securing Your Data
Beware of fraudulent job offers using LCGs name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from oremails not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information contact us immediately at.
If you believe you are the victim of a scam contact your local law enforcement and report the incident to theU.S. Federal Trade Commission.
Required Experience:
Manager
Employment Type
Full-Time
