Desktop Support Manager

AEIO is seeking a highly skilled leader to manage and lead a dynamic team of desktop support technicians within an IT infrastructure department. The Desktop Support Manager is responsible for overseeing the efficient operation and support of all desktop and end-user technology systems and devices. This role requires high-quality service delivery, troubleshooting, and resolution of end-user technology issues. The ideal candidate will have expertise in VDI, IGEL, Windows 10 and 11, Cisco networking, Imprivata, Zoom, SCCM (System Center Configuration Manager), and MS Teams. The Desktop Support Manager will ensure the health system's desktop systems are fully optimized, secure, and in compliance with healthcare industry standards.

Responsibilities:

Leadership & Management:

· Lead and mentor a team of desktop support technicians, by providing guidance, ongoing training, and constructive performance evaluations to enhance team effectiveness.

· Design, implement, and continually optimize support processes and procedures to enhance service delivery and improve customer satisfaction.

· Ensure alignment of desktop support services with organizational goals, compliance requirements, and best practices.

· Maintain an on-site leadership presence or designate a qualified team member to lead in your absence, ensuring continuity of service and issue escalation management.

Technical Support & Troubleshooting:

· Oversee the deployment, maintenance, and troubleshooting of VDI (Virtual Desktop Infrastructure) environments.

· Manage IGEL thin client technology, ensuring seamless integration and functionality.

· Provide advanced support for Windows 10 and 11 operating systems, including imaging, configuration, and patch management.

· Troubleshoot and maintain basic Cisco networking (LAN/WAN, VLANs, wireless) as related to end-user devices.

· Support authentication and single sign-on solutions with Imprivata systems.

· Provide guidance and troubleshooting for collaboration platforms such as Zoom and MS Teams.

· SCCM experience is a plus, including application packaging deployment, and patch. Management.

Incident and Request Management

· Ensure that IT issues (incidents) and service requests within the scope of Desktop Support are logged, categorized, and resolved timely.

· Escalate unresolved tickets to IT leadership, ensuring critical issues are addressed promptly.

· Identify recurring IT issues and implement long-term solutions to prevent repeat incidents.

· Perform root cause analysis (RCA) on major problems, document solutions, create action plans, and report on resolution progress.

· Collaborate with other IT teams to proactively resolve systemic issues and improve overall IT stability.

SCCM

· Deploy software packages, updates, and patches remotely across all workstations that are on site and remote.

· Create and manage OS images with pre-configured settings, drivers, and applications and ensure customization is limited.

· Develop and maintain image profiles for all users or user types.

· Deploy Windows updates and security patches across all devices in a controlled manner.

· Ensure compliance with cybersecurity policies by enforcing timely security updates.

Asset management

· Maintain an accurate inventory of all IT hardware and licenses, ensuring accurate asset lifecycle management.

· Generate reports on device health, software usage, and compliance metrics to optimize IT operations.

System, Process Improvement, and Change Management

· Identify areas for improvement in desktop support processes and implement innovative solutions.

· Collaborate with other IT teams to enhance system performance, reliability, and security.

· Maintain accurate documentation of systems, configurations, and procedures.

· Ensure Change Management processes are consistently performed to assess, approve, and deploy software updates, patches, and hardware changes with minimal business disruption.

· Ensure desktop support teams follow rollback plans and test changes in a controlled environment before deployment.

· Work closely with IT infrastructure teams to align workstation changes with broader system updates.

End-User Experience

· Perform scheduled rounds and maintain a formal check list of items reviewed during rounding to ensure rounds are performed consistently and that we have a documented history of findings or actions taken.

· Conduct user satisfaction surveys and collect feedback to improve IT service delivery.

Communication & Collaboration

· Communicate effectively with stakeholders, ensuring timely and clear updates on issues and projects.

· Collaborate with vendors and third-party support providers to resolve technical issues.

· Ensure adherence to SLA agreements and quality assurance standards., · AEIO, LLC will also verify the identity and employment authorization of employees hired so the proper completion of Form I-9 is required, which documents evidencing identity and employment authorization.

Do you have experience in Virtualization?, Do you have a Bachelor's degree?, · Bachelor's degree in computer science information technology, or a related field (or equivalent experience).

· Minimum of 5 years of experience in desktop support services, with at least 2 years in a leadership or management role.

· Proven experience with VDI, IGEL, Windows 10/11, Imprivata, Zoom, and MS Teams.

· Basic understanding of Cisco networking (routing, switching, VLANs, wireless networks)

Technical Skills

· Proficient in troubleshooting and supporting desktop and VDI environments.

· Familiarity with remote access technologies and authentication tools.

· Strong knowledge of ITIL framework and best practices (certification preferred)

Soft Skills

· Excellent leadership, communication, and interpersonal skills.

· Strong analytical and problem-solving abilities.

· Ability to work effectively under pressure and manage multiple priorities

Environment

· The work is generally performed within an office environment

· Lighting and temperatures are typically adequate, and there are few hazardous or unpleasant conditions caused by noise levels, atmospheric levels, etc.

· The noise level in the work environment is typically quiet to moderate.

Physical Demands

· This position is generally sedentary, but may occasionally be required to stand, walk, stoop, kneel, or bend at the waist.

· The ability to lift and carry 50 pounds as occasionally required.

Work Authorization/Security Clearance

· Must be able to successfully pass a criminal background check.

Pulled from the full job description

• Referral program
• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Paid time off, * 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Founded in 2001, AEIO is a full-service program management firm. Our team is comprised of talented and knowledgeable employees with program management planning, association management, human resources management, marketing, finance, and technology experience. Our talented experts can provide creative solutions for any situation. We understand that our success is directly related to the success of our clients.