Desktop Support Manager

First Recruiting, LLC; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

First Recruiting, LLC is seeking a seasoned deskside support lead to manage a high-performing team delivering IT support across incidents, requests and projects in a fast-paced environment.

You will partner with regional and global teams, ensure ServiceNow data integrity, uphold SLAs, and drive continuous improvements while coaching staff and aligning with enterprise standards.

Qualifications

• Bachelor’s degree in information technology or related field preferred.
• 5–7 years of progressive IT support experience, including 3+ years in a leadership role.
• Experience in financial services and front-office support preferred.
• Proven success in team leadership, coaching and performance management.
• Track record of building collaborative, high-performing teams.

Responsibilities

• Lead, coach and develop a deskside support team with clear objectives and regular evaluations.
• Serve as a liaison with business stakeholders to understand support needs and represent local users in regional/global forums.
• Collaborate with regional/global deskside teams to align local delivery with enterprise standards and process improvements.
• Ensure timely and high-quality support across incidents, requests, and tasks; monitor queues, SLAs, backlog and MTTR.
• Manage escalations for timely resolution and document escalation handling to reduce repeats.
• Ensure effective use of ServiceNow for ticket management and reporting with high data quality.
• Own asset lifecycle tracking for end-user devices and ensure reliable tech environments.
• Support delivery of projects and technology rollouts with minimal disruption.

Skills

Leadership

Customer-centric mindset

Accountability

Problem-solving

Process improvement

Team coaching

Communication

Education

Bachelor’s degree in information technology or related field

Tools

ServiceNow

Windows OS

Microsoft 365

Mobile device management

Microsoft Teams

AV/conferencing tech

Zscaler / MFA / IT security basics

Cisco conferencing equipment

Job description

• Team Leadership & Development: Lead, coach and develop a high‑performing deskside support team with clear objectives and regular evaluations; identify skill gaps and implement development plans; foster a collaborative culture that promotes accountability and continuous improvement.
• Stakeholder Engagement & Representation: Serve as a liaison with business stakeholders to understand support needs; capture and act on feedback; represent the local user base in regional and global forums to align business needs with service delivery.
• Global Collaboration & Alignment: Collaborate with regional and global deskside teams to align local service delivery with enterprise standards; contribute to global initiatives focused on process standardization, knowledge sharing and service improvement; balance local needs with global expectations.
• Service Delivery & Operational Excellence: Ensure consistent, timely and high‑quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first‑contact resolution and service responsiveness.
• Escalation & Incident Management: Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root cause awareness and continuous improvement.
• ServiceNow & Data Quality: Ensure effective use of ServiceNow for ticket management and reporting; maintain high‑quality, complete and accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities.
• Asset & Technology Management: Own asset accuracy and lifecycle tracking for end‑user devices; ensure hardware and meeting room technologies are functioning reliably; reduce asset discrepancies and technology‑related support issues through strong oversight.
• Project & Technology Rollout Support: Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption.
• Built a high‑performing, accountable deskside support team with clear development plans and improved service quality at the 90 percentile.
• Strengthened stakeholder relationships resulting in higher user satisfaction and fewer recurring issues.
• Improved SLA adherence, reduced backlog and increased mean time to resolution (MTTR) rates.
• Established consistent escalation management with reduced repeat issues.
• Aligned local operations with global standards, reducing regional variation.
• Improved ServiceNow data quality and reporting reliability.
• Ensured accurate asset tracking and a stable end‑user technology environment.
• Successfully supported projects and technology rollouts with minimal disruption.

Required Experience

• Bachelor’s degree in information technology or related field preferred.
• 5–7 years of progressive IT support experience, including 3+ years in a leadership role.
• Experience in financial services and front‑office support preferred.
• Proven success in team leadership, coaching and performance management.
• Track record of building collaborative, high‑performing teams.

Skills & Qualifications

• Leadership: ability to lead, motivate and develop high‑performing teams.
• Customer‑centric approach with a strong focus on delivering exceptional end‑user experiences.
• Accountability and professionalism under pressure with strong follow‑through.
• Detail‑oriented diagnostic and problem‑solving skills.
• Innovative mindset to identify opportunities for process improvement and efficiency.
• Technical proficiency with ServiceNow or similar ITSM platforms.
• Strong working knowledge of Windows OS and troubleshooting, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi‑factor authentication and common system tools.
• Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment.

Preferred Qualifications

• CompTIA A+ or Network+ certification.
• ITIL Foundation or Intermediate certification.