Desktop Support Manager

Atlas Search; New York (NY); On-site; USD 110,000 - 140,000; Full time

Job summary

Atlas Search in New York is seeking a Lead Deskside Support professional to mentor the local team and ensure high-quality, customer-focused IT support while meeting service-level expectations.

You will manage escalations, queues, vendors, and stakeholder relationships, partnering with global Deskside teams to maintain consistent service standards and drive continuous improvement across ITSM practices and support operations.

Qualifications

• 5–7 years of progressive IT support experience with leadership roles.
• Strong hands-on knowledge of Windows/macOS, M365, ServiceNow, and endpoint troubleshooting.
• Excellent customer service, communication, and stakeholder management in a global context.

Responsibilities

• Lead, coach, and mentor the local Deskside Support team to ensure high‑quality IT support and meet SLAs.
• Manage escalations, support queues, vendors, and stakeholder relationships with global teams.
• Drive continuous improvement across ITSM processes and support operations.

Skills

Leadership

Windows/macOS

Microsoft 365

ServiceNow

MDM

Teams Voice

A/V

Zscaler

MFA

Endpoint troubleshooting

Job description

• Lead, coach, and mentor the local Deskside Support team while ensuring high-quality, customer-focused IT support and meeting service-level expectations.
• Manage escalations, support queues, vendors, and stakeholder relationships while partnering with global Deskside teams to maintain consistent service standards.
• Drive continuous improvement across processes, documentation, ITSM practices, and support operations while contributing to global technology initiatives.
• Oversee technical support for Windows, macOS, Microsoft 365, mobile devices, video conferencing, networking, and other end-user technologies.

Requirements

• 5–7 years of progressive IT support experience, including at least 3 years in a leadership or managerial role; experience managing and developing technical support teams.
• Strong hands-on knowledge of Windows/macOS, Microsoft 365, ServiceNow, MDM, Teams Voice, A/V, Zscaler, MFA, and endpoint troubleshooting.
• Excellent customer service, communication, stakeholder management, and problem-solving skills with the ability to operate effectively in a fast-paced global environment.