Manager, Desktop Support

Jobtailor; Brookfield (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Connecticut seeks a Senior Service Desk Leader to manage global Level 1/2 support across multiple locations. You will drive standards for devices, OS, and desktop support while ensuring timely incidents resolution and strong customer service.

You will lead a team, partner with Security and Infrastructure, and optimize service workflows, SLAs, and knowledge sharing to deliver reliable technology support and a superior employee experience.

Qualifications

• 8+ years in Service Desk or Desktop Support roles.
• 2+ years leading technical support teams.
• Experience with global or multi-site operations.
• Knowledge of IT service management practices (ITSM).
• Bachelor’s degree in IT/CS/BIS or related field.

Responsibilities

• Lead global Service Desk and Level 1/Level 2 support operations.
• Manage incident prioritization, SLAs, and ticket trends.
• Drive standards for devices, OS, and desktop support processes.
• Oversee hardware/software lifecycles and asset management.
• Strengthen IT service management practices and workflows.
• Identify root causes and drive continuous improvement.
• Partner with Security and Infrastructure for compliance.
• Coordinate timely resolution of device risks and gaps.
• Lead, coach, and develop the support team.
• Manage vendor and third-party support relationships.
• Improve employee experience with self-service resources.

Skills

Service Desk leadership

End-user support

Incident management

Vendor management

Communication

Collaboration

Root cause analysis

Documentation

Customer service

Education

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

Tools

Ticketing systems

Device management platforms

Software deployment tools

IT security tooling

Job description

Responsibilities

• Lead global Service Desk and Level 1/Level 2 support operations to deliver timely, reliable technology support across all locations.
• Manage incident prioritization, escalation, service level agreements, ticket trends, and satisfaction feedback to improve service continuity and employee experience.
• Drive global standards for computers, laptops, mobile devices, printers, peripherals, operating systems, configurations, and desktop support processes.
• Oversee device setup, hardware refreshes, software deployment, troubleshooting, technology transitions, and lifecycle activities to keep employees productive with minimal disruption.
• Strengthen IT service management practices for incidents, problems, changes, service requests, knowledge sharing, ticketing discipline, and support workflows.
• Identify root causes, reduce recurring issues, and partner with technical and business teams to ensure new or changed services are supportable before rollout.
• Partner with Information Security and Infrastructure teams to support device security standards, software patching, access controls, vulnerability remediation, and compliance requirements.
• Track and coordinate timely resolution of device‑related risks, configuration gaps, and security or compliance issues that may affect service reliability.
• Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
• Lead, coach, and develop Service Desk and desktop support team members through clear priorities, performance expectations, accountability, and a service‑focused culture.
• Manage vendor, managed service provider, and third‑party support relationships to ensure effective escalations, performance review, and consistent delivery against support agreements.
• Improve the employee support experience through clear communication, consistent service practices, practical self‑service resources, and responsive follow‑through.

Requirements

• Strong knowledge of global Service Desk, Level 1/Level 2 support, Desktop Support, and end‑user technology support in a multi‑site environment.
• Working knowledge of IT service management practices, including incident, problem, change, service request, knowledge management, ticketing discipline, and service level agreements.
• Knowledge of computer and device support, standardization, deployment, troubleshooting, mobile devices, printers, peripherals, and related desktop support technologies.
• Understanding of device security, vulnerability remediation, software patching, user access controls, asset management, configuration data, audit support, and compliance practices.
• Experience with support platforms and tools, such as ticketing systems, device management platforms, software deployment tools, or related technologies.
• Ability to improve support processes through documentation, knowledge articles, self‑service resources, root cause analysis, performance metrics, and continuous improvement efforts.
• Strong leadership, coaching, vendor management, communication, collaboration, and customer service skills.
• 8+ years of progressive experience in Service Desk, Desktop Support, End‑User Computing, or related IT support environments, preferably supporting global or multi‑site operations.
• 2+ years of experience leading technical support teams.
• Experience managing service performance, escalations, security or compliance support, asset management, and vendor or third‑party support relationships preferred.
• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• Combination of relevant education and experience considered.