IT Manager, Desktop Support — Lead Onsite & Remote End-User Support

Horace Mann; Springfield (IL); On-site; USD 105,000 - 148,000; Full time

Benefits offered by this job

On-site Springfield, IL

Job summary

Horace Mann seeks an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations and remote users nationwide.

This full-time onsite role in Springfield, Illinois focuses on delivering high-quality end-user support, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• 5 to 10 years of progressive IT support experience, including leadership responsibility.
• Experience leading technical support teams, preferably in a Tier 2 environment.

Responsibilities

• Lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts.
• Ensure timely response and resolution of incidents and service requests per SLAs.
• Drive service quality, KPI tracking, and continuous improvement across desktop, virtual, and endpoint environments.
• Collaborate with infrastructure and application teams to resolve escalated issues.
• Manage remote and onsite user support for three U.S. locations and field agents.

Skills

Leadership

Team management

Problem-solving

Communication

Customer service orientation

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Endpoint management tools

Scripting

Automation

ITIL knowledge

Job description

Horace Mann seeks an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations and remote users nationwide.

This full-time onsite role in Springfield, Illinois focuses on delivering high-quality end-user support, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments.