Desktop Services Manager - End-User Experience & IT Ops

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

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.