Summary: The Desktop Support Manager is responsible for providing IT users with desktop equipment and support, determining user needs, and incorporating them into the design and overall plan for desktop support. This role involves hardware and software planning, vendor selection, acquisition, Tier 2 problem resolution, setup, integration, testing, and installation. The manager works with supported organizations to establish performance metrics to ensure needs are being properly met and shares these results with users.

Responsibilities:

• Provide IT users with desktop equipment and support, addressing and incorporating user needs into support plans.
• Manage hardware and software planning, vendor selection, acquisition, Tier 2 problem resolution, setup, integration, testing, and installation.
• Work with organizations to establish and monitor performance metrics, ensuring needs are met and sharing results with users.
• Organize and coordinate activities related to the installation, deployment, and upgrade of software, hardware, and network facilities.
• Evaluate and implement techniques for increasing user desktop productivity.
• Manage a team responsible for desktop support functions, frequently reporting to senior IT management.

Required skills:

• Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• Minimum of 7 years of IT work experience, including managing teams responsible for desktop support functions.
• Experience managing support operations in a 24x7, multi-site environment.
• Proficiency in budgeting, expense management, and contract management.
• Middle level management experience in PC/desktop support and maintenance functions.
• Experience mentoring supervisors, project leaders, and technical staff.

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