IT Service Desk Manager – End-User Computing

Glocomms; Fairfield (CT); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Glocomms partners with a well-established manufacturing organization to hire an IT Manager to lead end-user technology services across multiple U.S. locations, combining people leadership, service delivery oversight, and hands-on technical expertise for office, manufacturing, warehouse, and remote employees.

The role emphasizes managing the IT service desk, mentoring a team, driving process improvements, and collaborating with infrastructure, security, and application teams to deliver a

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field.
• 7+ years of experience in IT support, end-user computing, service delivery, or technical operations.
• Previous experience leading IT support personnel or technical teams.
• Strong knowledge of: Desktop and laptop support; Endpoint management and endpoint security; Microsoft collaboration technologies; Service desk operations and IT support processes; Hardware lifecycle management; Networking fundamentals.

Responsibilities

• Lead daily operations of the IT service desk and desktop support functions.
• Manage and mentor a small team of IT support professionals.
• Serve as an escalation point for complex end-user issues involving hardware, software, collaboration tools, and conferencing technologies.
• Drive continuous improvement of IT support processes, service delivery, and user experience.
• Oversee hardware lifecycle management, software deployment, asset inventory, and support operations.
• Partner with infrastructure, networking, security, and application teams to resolve issues and enhance services.
• Coordinate technology projects including workstation refreshes, support tool implementations, and service improvements.
• Support conference room, audiovisual, and videoconferencing technologies across the organization.
• Monitor service performance metrics and implement process improvements where needed.
• Manage relationships with vendors and external service providers.

Skills

IT leadership

End-user computing

Service desk operations

Desktop support

Endpoint management

Endpoint security

Microsoft collaboration technologies

Vendor management

Education

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

Job description

Glocomms partners with a well-established manufacturing organization to hire an IT Manager to lead end-user technology services across multiple U.S. locations, combining people leadership, service delivery oversight, and hands-on technical expertise for office, manufacturing, warehouse, and remote employees.

The role emphasizes managing the IT service desk, mentoring a team, driving process improvements, and collaborating with infrastructure, security, and application teams to deliver a