Manager, Desktop Support

Regional Transportation District in; Denver (CO); On-site; USD 100,000 - 142,000; Full time

Job summary

RTD in Denver seeks a Manager, Desktop Support (Administrative) to lead a team that installs, configures, and supports desktop, laptop, mobile, and peripheral devices across multiple facilities. The role includes budget assistance, asset lifecycle oversight, and cross-team collaboration with IT service management and vendors.

The ideal candidate will have 5+ years of endpoint support experience and 3+ years in supervision, with strong Windows/Microsoft Office proficiency and ITIL familiarity.

Qualifications

• Five (5) years of experience supporting endpoint hardware, software, mobile devices, and related end-user computing systems in an enterprise environment.
• Three (3) years of supervisory experience.
• Proficient with Microsoft Office Suite, Windows OS, and related endpoint support technologies.
• Ability to work flexible schedules and provide after-hours support as operationally required.

Responsibilities

• Leads and participates in installing, configuring, maintaining, and supporting desktop, laptop, mobile, and peripheral devices across locations.
• Develops and maintains standard endpoint configurations and OS images; supports peripheral devices.
• Provides advanced troubleshooting and incident documentation for endpoint issues.
• Assists with budgeting, procurement, and evaluation of technology products and services.
• Oversees endpoint asset lifecycle: deployment, inventory, replacement planning, and disposal.
• Monitors workload and service quality; delivers deskside support across multiple sites.

Skills

Endpoint support

Supervisory experience

Windows OS

Microsoft Office

Communication skills

Education

Bachelor's degree in Computer Sciences/Information Technologies, or Mathematics

Tools

ITIL practices

Endpoint management tools

Job description

Manager, Desktop Support (Administrative)

At Regional Transportation District (RTD), We make lives better through connections!

When you join RTD, you will be among dedicated employees exhibiting RTD's values of passion, respect, diversity, trustworthiness, collaboration, and ownership. RTD is committed to an inclusive and diverse workplace. As part of our diversity value statement, we encourage our employees to honor diversity in thought, people, and experience. Come join RTD on this great journey to be the trusted leader in mobility, delivering excellence and value to our customers and community.

RTD Employee Benefits: https://www.rtd-denver.com/careers/benefits

(RTD Represented Employee Benefits: Please refer to the Labor Agreement included in the above link for details.)

This position is responsible for managing and participating in the work of a team that plans, installs, configures, and supports desktop, laptop, mobile, and peripheral devices. This position is also responsible for resource coordination and asset management.

DUTIES & RESPONSIBILITIES

Desktop Support Technical Leadership

• Leads and participates in the work of a team responsible for installing, configuring, maintaining, and supporting desktop, laptop, mobile, and peripheral devices, including coordinating timely and cost-effective maintenance and repair activities.
• Develops and maintains standard endpoint device configurations and operating system images, supports peripheral devices, and evaluates hardware and software solutions to support business and operational needs.
• Provides advanced troubleshooting and technical support for endpoint hardware, software, mobile devices, peripherals, and related technologies, and prepares and/or maintains incident documentation.
• Assists with budget development, expenditure tracking, procurement activities, and evaluation of technology products and services.
• Oversees endpoint asset lifecycle activities including deployment, inventory management, replacement planning, surplus disposition, and equipment tracking.
• Monitors team workload, service quality, and support activities to ensure effective and timely resolution of end-user technology issues, and provides endpoint and deskside support services across multiple locations and facilities.
• Collaborates with IT Service Management, vendors, and internal stakeholders to support endpoint services, technology deployments, equipment maintenance, and incident, request, change, and problem management processes while providing high-quality customer service and technical support to end users.

People Power Management

• Maintains appropriate staffing levels and reviews progress to ensure the quality and quantity of work meet standards and deadlines for deliverables to meet program goals and objectives.
• Recruits staff to include interviewing, hiring, assigning work, training, coaching, and counseling to ensure consistent application of Employee Guidelines, processes, and procedures.
• Conducts performance reviews and holds employees accountable for optimal performance of their responsibilities.
• Fosters a safety-first culture, prioritizing prevention, accountability, and continuous improvement.
• Takes action to advance the goals of Equal Employment Opportunity, Small/ Disadvantaged Business Enterprise, Title VI and ADA Plans, thereby ensuring RTD's hiring programs, work environment, contracting and procurement practices, and transit services/programs are fair, equal, and non-discriminatory.

OTHER

All job-related duties as assigned.

QUALIFICATIONS

Required Qualifications

• Five (5) years of experience supporting endpoint hardware, software, mobile devices, peripheral technologies, and related end-user computing systems in an enterprise environment.
• Three (3) years of supervisory experience.
• Proficient with Microsoft Office Suite, Microsoft Windows operating systems, and related endpoint support technologies.
• Ability to work flexible schedules and provide after-hours support as operationally required.

Preferred Qualifications

• Bachelor's degree in Computer Sciences/Information Technologies, or Mathematics , or an equivalent combination of education and relevant work experience.
• Experience with ITIL practices, IT service management principles, and continuous improvement methodologies.
• Lean IT certification.
• Experience supporting mobile device and endpoint management solutions.

Key Competencies & Characteristics

• Ability to take initiative to identify problems and recommend workable solutions.
• Ability to communicate effectively, orally and in writing.
• Ability to use sound judgment.
• Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.
• Valid Colorado driver's license.

OR

An equivalent combination of education, experience, knowledge, skills, abilities.

WORKING ENVIRONMENT AND PHYSICAL REQUIREMENTS

The work environment and physical demands described here are representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.

The work environment is a typical office environment with minimal exposure to excessive noise or adverse environmental issues.

Pay Range: $100,284.00 - $141,650.25 Annual

EEO POLICY AND ADA ACCOMMODATIONS

RTD is proud to be an Equal Opportunity Employer, supporting diversity, equity, and inclusion in the workplace. All applicants will be considered for employment regardless to the race, sex, disability status or any other characteristic protected by law and we encourage candidates from all identities, backgrounds, and abilities to apply. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status, or any other protected status in accordance with applicable law. RTD is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, pre-employment testing, participating in the employee selection process, promotions, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship.

If you have a disability and require a reasonable accommodation, please reach out to our Employment ADA Coordinator Kris Frazier at [e-mail], or the Talent Acquisition team [e-mail].

To learn more or see our EEO policy, please visit our EEO page at: https://www.rtd-denver.com/open-records/reports-and-policies/eeo-policy

RTD posts a compensation range that represents a good faith estimate of what RTD anticipates paying for the position at the time of posting. Starting salary is based on the candidate's relevant and verified education, training and work experience. Applicants should submit all relevant and verifiable education, training and work experiences at the time of application.