Desktop Services Manager

CBE Companies; Cedar Falls (IA); On-site; USD 73,000 - 75,000; Full time

Job summary

CBE Companies is seeking an experienced Manager, Desktop Services to lead desktop administration, endpoint technologies, and US-based IT support. This onsite role in Cedar Falls requires building strong teams, coordinating with global groups, and driving continuous improvement in end-user services.

You will manage OS deployment, asset inventory, licensing, and support processes while mentoring staff and ensuring high-quality Tier 1–2 support.

Qualifications

• Bachelor's degree in Computer Science, MIS, or a related field; or equivalent professional experience.
• 3-5 years of experience in desktop support or related IT operations roles.
• 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.

Responsibilities

• 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.
• Own the end-user technology stack, including operating systems, desktops, laptops, VDIs, peripherals, and other endpoints.
• Oversee OS 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.
• Oversee hardware procurement, deployment, refresh, and retirement; ensure license management.
• Ensure high-quality Tier 1 & 2 support with focus on timely resolution and 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.
• Collaborate with Infrastructure, Security, Application, and Vendor teams on projects.
• Coordinate with global/offshore help desk leadership for process consistency.
• Act as a technical and operational advisor to IT leadership for end-user services.
• Develop and maintain SOPs, technical documentation, and knowledge base content.
• Ensure compliance with information security policies and controls.
• Identify and lead automation opportunities.
• Participate in IT projects and task forces.

Skills

Desktop support

Team leadership

Incident management

System analysis

Troubleshooting

Education

Bachelor's degree in CS / MIS or related field

Equivalent professional experience

Tools

Endpoint management tools

Asset inventory systems

Software licensing

Job description

We are seeking an experienced Manager, Desktop Services who will be 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 Manager, Desktop Services will provide 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. This role will ensure alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

The Manager, Desktop Services is an onsite role based at our Corporate Office in Cedar Falls, Iowa.

Key Responsibilities:

• 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.
• 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.

Job Requirements:

• Must be able to obtain government clearance after hire. US Citizenship is required by the US government in order to obtain government clearance.
• Bachelor's degree in Computer Science, Management Information Systems, or a related field; or equivalent professional experience.
• 3-5 years of experience in desktop support or related IT operations roles.
• 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.

The starting pay range for this position is $73,000 - $75,000/year. An individual's actual compensation will depend on the individual's qualifications and experience.

About CBE Companies

Founded in 1933, CBE Companies has been a leader in providing accounts receivable management services and global outsourced contact center solutions, expertly linking people to the solutions they need. Our distinctive approach to culture immersion and our effective process for scaling operations align seamlessly with our clients' objectives for customer satisfaction, performance, and data security.

For more than nine decades, CBE Companies has been a hub of innovation, investing in the development and nurturing of leaders across the organization. We've created a workplace where creativity is encouraged, and growth happens naturally. With over 1,000 staff across five global locations—including our headquarters in Cedar Falls, Iowa, and additional sites in New Braunfels, Texas; Clarksville, Tennessee; Manila, Philippines; and Southwoods, Philippines—CBE Companies is equipped to adapt and respond to the ever‑evolving needs of our clients. Step into a role with us and become part of a story of excellence and ongoing innovation.

CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws. Background check and drug testing required.