IT Manager, Desktop Support — Onsite Lead (Springfield)

Horace Mann; Illinois; On-site; USD 105,000 - 148,000; Full time

Job summary

Horace Mann seeks an IT Manager, Desktop Support to lead a distributed team across three U.S. locations and remote agents nationwide.

Based in our Springfield, Illinois office, this full-time onsite role drives end-user support quality and operational excellence across desktop, virtual, and endpoint environments. You will oversee incident response, SLA adherence, and process improvements while partnering with IT to align with business priorities.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• 5–10 years of progressive IT support experience with leadership responsibilities.
• Experience leading technical support teams, preferably in a Tier 2 environment.
• Strong knowledge of Windows and Mac operating systems.
• Experience supporting virtual desktop or virtual workstation environments.

Responsibilities

• Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts.
• Oversee workload distribution, employee performance, and career development planning.
• Foster a collaborative, customer-focused, and high-performing team culture.
• Provide technical guidance and mentorship to support staff growth.
• Manage a distributed desktop support team serving multiple U.S. locations and remote users.

Skills

Leadership

Team management

Customer service

Operations excellence

Analytical thinking

Education

Bachelor’s degree in IT/related

Tools

Windows

Mac

Endpoint devices

Virtual desktops

Job description

Horace Mann seeks an IT Manager, Desktop Support to lead a distributed team across three U.S. locations and remote agents nationwide.

Based in our Springfield, Illinois office, this full-time onsite role drives end-user support quality and operational excellence across desktop, virtual, and endpoint environments. You will oversee incident response, SLA adherence, and process improvements while partnering with IT to align with business priorities.