Desktop Support Manager

MidFirst Bank - Default; Oklahoma City (OK); On-site; USD 75,000 - 120,000; Full time

Job summary

MidFirst Bank seeks a Desktop Support Manager to lead day-to-day desktop support for employees across the organization, with a focus on reliability, security, and customer-centric service. The role supervises staff, coordinates incident resolution, and partners with infrastructure, security, and service teams.

The manager will establish standardized processes, documentation, and metrics, while guiding on-boarding, hardware refreshes, and continuous service improvements.

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.

Responsibilities

• Supervise and develop desktop support staff including assignments, scheduling, 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, OS, applications, account access, endpoint management, and connectivity problems.
• Monitor ticket queues, SLAs, aging work, recurring issues, and customer satisfaction; take corrective action when needed.
• Coordinate onboarding, transfers, role changes, terminations, workstation deployments, and tech refreshes.
• Establish SOPs, knowledge articles, troubleshooting guides, and support documentation.
• Promote standard 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 devices, and compliance.
• Participate in projects, office moves, hardware refreshes, and other operational initiatives.
• Review recurring incidents and identify opportunities to improve reliability, automation, and user experience.
• Assist with vendor coordination, product evaluations, purchasing recommendations, and asset management.
• Prepare operational metrics and status updates for management.
• Maintain confidentiality of sensitive information per policy.
• Perform other duties as assigned.

Skills

Desktop support

Team leadership

Incident management

Technical troubleshooting

Communication skills

Security awareness

Endpoint security

Education

Associate degree in IT

Bachelor’s degree in IT

Tools

Microsoft Intune

Configuration Manager

Entra ID

Active Directory

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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