Desktop Support Manager

firstPRO, Inc; Boston (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

A technology services firm is seeking a Manager to lead a team of Desktop Support Technicians in Boston, Massachusetts. The role involves driving operational excellence, managing ticket workflows with ServiceNow, and overseeing daily onsite support operations. Candidates should have a Bachelor’s degree, 3–5 years of relevant experience, and a strong technical background, particularly with Windows and enterprise hardware. This position offers a dynamic environment focused on continuous improvement and team leadership.

Qualifications

• 3–5+ years of experience in desktop support, end-user computing, or IT operations.
• 2+ years of experience supervising technical staff in a fast-paced environment.
• Strong working knowledge of enterprise hardware and peripherals.

Responsibilities

• Supervise, mentor, and support a team of Desktop Support Technicians.
• Oversee daily onsite support operations across assigned locations.
• Manage ticket workflow using ServiceNow, ensuring accurate documentation.

Skills

Leadership & Team Development

Customer Service & Communication

Technical Troubleshooting & Problem Solving

Prioritization & Operational Planning

Collaboration & Relationship Building

Process Improvement & Documentation

Adaptability & Calm Under Pressure

Education

Bachelor's degree

Tools

ServiceNow

Windows 10/11

Intune

JAMF

SCCM/Endpoint Manager

Job description

Overview

The Manager leads a team of technicians and support specialists, driving operational excellence, standardization, compliance, and continuous improvement in alignment with policies and technology strategies.

Responsibilities

Leadership & Staff Management

• Supervise, mentor, and support a team of Desktop Support Technicians and generalists.
• Conduct regular 1:1s, performance evaluations, career development conversations, and coaching.
• Manage schedules, task assignments, staffing coverage, onboarding, and escalations.
• Foster a culture of accountability, collaboration, and customer service excellence.

Operational Management

• Oversee daily onsite support operations across assigned locations.
• Ensure timely resolution of incidents, requests, and escalated technical issues.
• Manage ticket workflow using ServiceNow, ensuring accurate documentation and SLA adherence.
• Oversee hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns.
• Coordinate major deployments and device refreshes—including Windows 11 upgrades and Intune migrations.

Technical Oversight

• Ensure consistent support for enterprise hardware (desktops, laptops, tablets, printers, scanners, and specialty devices).
• Partner with engineering teams on endpoint tools such as Intune, JAMF, SCCM/Endpoint Manager, BitLocker, and imaging processes.
• Support troubleshooting for network connectivity, application installs, performance issues, OS problems, and device compliance.
• Validate escalations and collaborate with senior engineers, security teams, and external partners when needed.

Process, Quality & Compliance

• Implement and maintain standard operating procedures, documentation, and knowledge articles.
• Identify and address operational gaps; lead continuous improvement initiatives.
• Ensure team adherence to security, compliance, and technology standards.
• Maintain readiness for audits, accreditation requirements, and device compliance checks.

Cross Functional Collaboration

• Partner closely with clinical, research, and administrative leaders to support departmental workflows.
• Work with partners on cross system initiatives, shared environments, and coordinated rollouts.
• Collaborate with Project Management, Network, Digital, Telecommunications, and Infrastructure teams for multi?team work efforts.

Resource & Asset Management

• Manage local inventory, procurement coordination, receiving/shipping functions, and device tracking.
• Ensure cost-effective use of technology resources in alignment with IS budget guidelines.

Project Support

• Participate in planning and execution of enterprise migrations, system upgrades, and departmental moves.
• Serve as operational lead for device-dependent initiatives (e.g., specialized lab devices, imaging upgrades, Voalte, supervised devices, migration waves).

Minimum Qualifications

• Bachelor’s degree required (per management-level standards for supervising 2+ FTEs).
• 3–5+ years of experience in desktop support, end-user computing, or IT operations.
• 2+ years of experience supervising technical staff in a fast-paced environment.
• Strong working knowledge of:
• Windows 10/11
• Enterprise hardware and peripherals
• ServiceNow or similar ITSM tools
• Device encryption, imaging, remote management tools

Preferred Qualifications

Experience in healthcare or regulated enterprise environments.

• Experience with Intune, JAMF, SCCM/Endpoint Manager, and enterprise deployment tools.
• ITIL knowledge or certification.
• Strong communication skills with the ability to support clinical and executive groups.

Core Competencies

• Leadership & Team Development
• Customer Service & Communication
• Technical Troubleshooting & Problem Solving
• Prioritization & Operational Planning
• Collaboration & Relationship Building
• Process Improvement & Documentation
• Adaptability & Calm Under Pressure

Work Conditions

• Primarily onsite across campuses.
• Occasional after-hours or weekend work for major deployments or urgent escalations
• Ability to lift and move computer equipment as required.