Desktop Support Manager

Atlas Search; New York (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

Atlas Search in New York is seeking a seasoned Lead Deskside Support to lead, coach, and develop a local team while delivering high-quality end-user support. You will partner with business stakeholders and global IT teams to align regional services with global standards and SLAs.

You will oversee operations, manage ServiceNow queues, incident resolution, asset management, and governance, while providing hands-on guidance across Windows, Microsoft 365, mobile devices, and conferencing tools.

Qualifications

• 5-7 years of progressive IT support experience, including 3+ years in a management or leadership role, with demonstrated success coaching and developing high-performing teams.
• Strong customer service, communication, accountability, and problem-solving skills, with the ability to manage escalations and operate effectively under pressure.
• Hands-on experience with ServiceNow/ITSM platforms, Windows, Microsoft 365, MDM, Teams Voice, AV/video conferencing, networking, and enterprise endpoint technologies.
• Bachelor's degree in IT or a related field preferred; ITIL, CompTIA A+, or Network+ certifications are a plus.

Responsibilities

• Lead, coach, and develop a local Deskside Support team, setting performance expectations, managing escalations, and ensuring high-quality, timely end-user support.
• Partner with business stakeholders, global IT teams, and third-party vendors to align regional support services with business needs, global standards, and SLAs.
• Oversee support operations including ServiceNow queues, incident/resolution, asset management, documentation, governance, and service improvement initiatives.
• Provide hands-on technical guidance and support across Windows/macOS, Microsoft 365, mobile devices, Teams Voice, AV/video conferencing, networking, MFA, Zscaler, and end-user hardware.

Skills

Leadership

Customer Service

Communication

Problem-Solving

Escalation Management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow/ITSM

Windows

Microsoft 365

MDM

Teams Voice

AV/Video Conferencing

Networking

End-user endpoints

Job description

• Lead, coach, and develop a local Deskside Support team, setting performance expectations, managing escalations, and ensuring high-quality, timely end-user support.
• Partner with business stakeholders, global IT teams, and third-party vendors to align regional support services with business needs, global standards, and SLAs.
• Oversee support operations including ServiceNow queues, incident/request resolution, asset management, documentation, governance, and service improvement initiatives.
• Provide hands-on technical guidance and support across Windows/macOS, Microsoft 365, mobile devices, Teams Voice, AV/video conferencing, networking, MFA, Zscaler, and end-user hardware.

Requirements

• 5-7 years of progressive IT support experience, including 3+ years in a management or leadership role, with demonstrated success coaching and developing high-performing teams.
• Strong customer service, communication, accountability, and problem-solving skills, with the ability to manage escalations and operate effectively under pressure.
• Hands-on experience with ServiceNow/ITSM platforms, Windows, Microsoft 365, MDM, Teams Voice, AV/video conferencing, networking, and enterprise endpoint technologies.
• Bachelor's degree in IT or a related field preferred; financial services/front-office support experience and certifications such as ITIL, CompTIA A+, or Network+ are a plus.