Manager, User Experience

Jobtailor; Troy (MO); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor in Troy, MO seeks a Deskside Support Manager to lead a team delivering high-quality technical support for end-users. You will guide desktop hardware, OS, and app support, drive incident resolution within SLAs, and partner with IT and management on service improvements.

The role emphasizes leadership, customer service excellence, and ITIL-aligned processes, with responsibility for budgets and asset evaluation across the site.

Qualifications

• 5+ years in a similar role with a team of Deskside Support technicians or other IT area technicians
• Strong technical knowledge of desktop hardware, operating systems, and software applications
• Proven track record in delivering high-quality customer service
• Strong leadership skills
• Knowledge of ITIL and IT service management processes is a plus

Responsibilities

• Manage a team of Deskside Support technicians, providing guidance and support
• Provide technical support to end-users and resolve hardware, software, and connectivity issues
• Ensure incidents and requests are resolved according to defined SLAs
• Monitor team performance and identify improvement areas
• Drive continuous improvement of support processes, tools, and techniques
• Maintain relationships with end-users, management, and IT teams
• Report on team performance and KPIs
• Ensure team members are trained and equipped to deliver high-quality support
• Develop and maintain support documentation
• Participate in IT strategies and roadmaps
• Serve as IT point of contact and evaluate and recommend new IT assets for the site
• Liaise with and oversee outsourced IT services
• Advise on the budget for the area of responsibility
• Apply global Customer Services standards to the region and participate in the Global Customer Services team

Skills

Deskside Support Management

Technical Support

Customer Service Excellence

ITIL Knowledge

Team Performance Monitoring

Tools

Desktop Hardware

Operating Systems

Software Applications

Incident Resolution

Support Documentation

Job description

• Manage a team of Deskside Support technicians, providing guidance and support


• Provide technical support to end-users and resolve hardware, software, and connectivity issues


• Ensure incidents and requests are resolved according to defined SLAs


• Monitor team performance and identify improvement areas


• Drive continuous improvement of support processes, tools, and techniques


• Maintain relationships with end-users, management, and IT teams


• Report on team performance and KPIs


• Ensure team members are trained and equipped to deliver high-quality support


• Develop and maintain support documentation


• Participate in IT strategies and roadmaps


• Serve as IT point of contact and evaluate and recommend new IT assets for the site


• Liaise with and oversee outsourced IT services


• Advise on the budget for the area of responsibility


• Apply global Customer Services standards to the region and participate in the Global Customer Services team

Requirements

• At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians


• Strong technical knowledge of desktop hardware, operating systems, and software applications


• Proven track record in delivering high-quality customer service


• Strong leadership skills


• Knowledge of ITIL and IT service management processes is a plus

Core Competencies

Demonstrates strong leadership and technical expertise in managing Deskside Support teams, ensuring high-quality customer service and adherence to ITIL standards. Capable of driving continuous improvement in support processes and maintaining effective communication with stakeholders.

Highest-signal resume keywords

• Deskside Support Management


• Technical Support


• Customer Service Excellence


• ITIL Knowledge


• Team Performance Monitoring

Hard Skills

• Desktop Hardware


• Operating Systems


• Software Applications


• Incident Resolution


• Support Documentation

Soft Skills

• Leadership


• Communication


• Team Training

Industry Keywords

• IT Service Management


• Continuous Improvement


• SLAs


• KPI Reporting


• Outsourced IT Services