Desktop Support Manager

MidFirst Bank; Oklahoma City (OK); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Job summary

MidFirst Bank is seeking a Desktop Support Manager to lead a team delivering enterprise desktop support for employees. You will coordinate incident resolution, oversee on-site operations, and partner with security, IT and vendor teams to ensure secure, reliable support.

You will mentor staff, standardize processes, and drive continuous improvement in user experience and service metrics, including onboarding and asset management.

Qualifications

• Eight+ years in desktop support or related technology support.
• Five+ years in leading or coordinating technical support personnel.
• Associate degree in information technology, computer science, or related field; equivalent experience considered.
• Troubleshooting Windows workstations, Microsoft 365, endpoint hardware, printers, connectivity issues.
• Experience using an IT service management or ticketing platform.
• Strong understanding of endpoint security, access management, software deployment, patching, asset controls.
• Strong written and verbal communication skills; able to explain tech to non-technical audiences.
• Ability to handle sensitive information professionally and with good judgment.

Responsibilities

• Supervise, coach, and develop desktop support personnel with scheduling and training.
• Manage daily support operations to ensure timely incident resolution.
• Serve as escalation point for hardware, OS, and connectivity problems.
• Monitor queues, SLAs, aging work, and customer satisfaction; take corrective action.
• Coordinate onboarding, transfers, role changes, and hardware refreshes.
• Establish SOPs, knowledge articles, and troubleshooting guides.
• Promote standardized incident, request, change, asset, and knowledge-management processes.
• Partner with infrastructure, security, apps, network, identity, and vendor teams.
• Support endpoint security, encryption, and compliance requirements.
• Participate in technology projects, office moves, and deployments.
• Review recurring incidents to improve reliability and self-service.
• Assist with vendor coordination, product evaluations, and asset management.
• Prepare operational metrics and status updates for management.

Skills

Team leadership

Escalation management

Communication skills

Analytical thinking

Education

Associate degree in IT or related field

Bachelor’s degree preferred

Tools

Intune

Configuration Manager

Entra ID

Active Directory

Ticketing system

Job description

The Desktop Support Manager leads the day-to-day delivery of desktop support services for employees across the organization. This position supervises desktop support staff, coordinates incident and service request resolution, and ensures reliable, secure, and customer-focused technology support.

The manager serves as an escalation point for complex technical issues, partners with infrastructure, applications, information security, and service management teams, and helps establish consistent support processes, documentation, and performance standards.

• Supervise, coach, and develop desktop support personnel, including work assignment, scheduling, performance feedback, and training.
• Manage daily support operations to ensure timely response and resolution of incidents, service requests, and technology-related issues.
• Act as an escalation point for complex hardware, operating system, application, account access, endpoint management, and connectivity problems.
• Monitor ticket queues, service-level performance, aging work, recurring issues, and customer satisfaction; take corrective action when needed.
• Coordinate support for employee onboarding, transfers, role changes, terminations, workstation deployments, and technology refreshes.
• Establish and maintain standard operating procedures, knowledge articles, troubleshooting guides, and support documentation.
• Promote consistent use of incident, request, change, asset, and knowledge-management processes.
• Partner with infrastructure, cybersecurity, application support, network, identity, and vendor teams to resolve cross-functional issues.
• Support endpoint security, encryption, configuration standards, software deployment, mobile device support, and compliance requirements.
• Participate in technology projects, implementations, office moves, hardware refreshes, and other operational initiatives.
• Review recurring incidents and identify opportunities to improve service reliability, automation, self-service, and user experience.
• Assist with vendor coordination, product evaluations, purchasing recommendations, and inventory or asset management.
• Prepare operational metrics and status updates for management, including workload, service levels, trends, risks, and improvement initiatives.
• Maintain confidentiality and protect sensitive company, customer, and employee information in accordance with organizational policies and regulatory requirements.
• Perform other duties as assigned.

Required Qualifications

• Eight or more years of experience in desktop support, service desk, endpoint support, or a related technology support function.
• Five years of experience leading, supervising, mentoring, or coordinating the work of technical support personnel.
• Associate degree in information technology, computer science, or a related field; equivalent professional experience may be considered.
• Demonstrated experience troubleshooting Windows workstations, Microsoft 365 applications, endpoint hardware, printers, peripherals, and common connectivity issues.
• Experience using an IT service management or ticketing platform.
• Strong understanding of endpoint security, access management, software deployment, patching, and technology asset controls.
• Strong written and verbal communication skills, with the ability to explain technical information to both technical and nontechnical audiences.
• Strong organizational, analytical, prioritization, and problem-solving skills.
• Ability to handle sensitive information professionally and exercise sound judgment.

Preferred Qualifications

• Bachelor’s degree in information technology, computer science, business, or a related field.
• Experience supporting a distributed or multi-location workforce.
• Experience in a financial-services, banking, healthcare, or other regulated environment.
• Experience with Microsoft Intune, Configuration Manager, Entra ID, Active Directory, or comparable endpoint and identity-management platforms.
• ITIL Foundation, CompTIA, Microsoft, or related professional certification.
• Experience developing service metrics, knowledge-management programs, automation, or continuous-improvement initiatives.

Core Competencies

• Team leadership and employee development
• Technical troubleshooting and escalation management
• Operational discipline and follow-through
• Risk awareness and security-mindedness
• Clear communication and collaboration
• Sound judgment and accountability

Work Environment and Physical Requirements

• Primarily an office and technology-support environment with occasional work at other company locations.
• Ability to sit, stand, walk, and use a computer for extended periods.
• Ability to lift, move, or install standard desktop equipment and peripherals as needed.
• May require occasional after-hours, weekend, or on-call support for maintenance, outages, implementations, or critical incidents.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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