End-User Tech Lead: Desktop Services & IT Operations

CBE Companies; Cedar Falls (IA); On-site; USD 73,000 - 75,000; Full time

Job summary

CBE Companies is seeking an experienced Manager, Desktop Services to lead desktop administration, end-user support, and asset lifecycle from our Corporate Office in Cedar Falls, IA. You will mentor US-based staff and coordinate with global teams to ensure secure, reliable user experiences.

The role emphasizes governance, incident management, and proactive improvements across OS, endpoints, and inventories to support enterprise operations.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3-5 years of desktop support or related IT operations experience.
• 2 years of people management or team leadership experience.
• Strong working knowledge of Microsoft Windows operating systems and endpoint technologies.
• Experience with endpoint management tools, asset inventory systems, and software licensing.
• Demonstrated ability in system analysis, troubleshooting, and process improvement.
• Relevant IT certifications (e.g., CompTIA A+, Security+ or similar) preferred.

Responsibilities

• Lead, coach, and develop desktop administrators and US-based help desk staff.
• Create & maintain onboarding, training, and professional development programs for the team.
• Foster a positive, collaborative, service-oriented team culture.
• Provide guidance on policies, procedures, and best practices.
• Serve as the escalation point for complex end-user support issues.
• Own the end-user technology stack, including OS, desktops, laptops, VDI, peripherals, and other endpoints.
• Oversee OS deployment, configuration, patching, and lifecycle management.
• Monitor system health, performance, and compliance; take proactive action on risks.
• Oversee hardware and software asset inventory, tracking, and lifecycle management.
• Coordinate hardware procurement, deployment, refresh, and retirement.
• Ensure license management and compliance.
• Ensure high-quality Tier 1 & 2 support with focus on timely resolution & positive UX.
• Manage ticket assignment, prioritization, and escalation processes.
• Maintain on-call schedules and support rotations.
• Analyze incident trends and implement preventative solutions to reduce repeats.
• Partner with Infrastructure, Security, Application, and Vendor teams on projects and rollouts.
• Coordinate with global/offshore help desk leadership for consistency.
• Act as advisor to IT leadership for end-user services.
• Develop and maintain SOPs, technical documentation, and knowledge base content.
• Ensure compliance with information security policies and controls.
• Identify and drive continuous improvement initiatives and automation.
• Participate in IT projects and initiatives.

Skills

People leadership

Desktop support

Endpoint technologies

Windows OS

Endpoint management

Asset inventory

Software licensing

Incident & problem management

System analysis

IT process improvement

Certifications

Education

Bachelor's degree in Computer Science / MIS / related field

Job description

CBE Companies is seeking an experienced Manager, Desktop Services to lead desktop administration, end-user support, and asset lifecycle from our Corporate Office in Cedar Falls, IA. You will mentor US-based staff and coordinate with global teams to ensure secure, reliable user experiences.

The role emphasizes governance, incident management, and proactive improvements across OS, endpoints, and inventories to support enterprise operations.