Manager II, Desktop Support

The Manager II - Desktop Support Services is responsible for providing operational leadership across Desktop Support functions, ensuring the delivery of consistent, accurate, and timely technical support while maintaining a first-class end-user experience. This role leads multiple teams supporting enterprise customers through a variety of service channels, including chat, email, walk-up, phone, and ticketing systems within a multi-location, high-volume operational environment. The position is accountable for service performance, workforce management, operational governance, security compliance, customer satisfaction, financial stewardship, and continuous service improvement.

As a Manager II, this role leads managers and experienced professionals and is accountable for the performance and outcomes of multiple related teams. The position partners with senior leadership to define strategic direction, operational objectives, policies, and execution plans that influence departmental performance and broader organizational results.

The Manager II - Desktop Support Services is expected to operate as a strategic operational leader, balancing day-to-day execution with long-term planning. The role drives organizational performance through leadership, governance, innovation, workforce development, risk management, financial stewardship, and continuous improvement while ensuring exceptional service delivery and customer experience across all Desktop Support functions.

Responsibilities

Strategic Leadership & Business Planning

• Contribute to the development, execution, and administration of Desktop Support strategy, operational priorities, and organizational goals.
• Establish operational objectives, policies, procedures, and performance standards that align with business and enterprise objectives.
• Develop and implement operational strategies that enhance service quality, operational efficiency, and customer experience.
• Represent Desktop Support in executive briefings, planning sessions, governance reviews, and cross-functional initiatives.
• Bring external perspectives and industry best practices into the organization by remaining current on emerging technologies, automation capabilities, regulatory requirements, and technology service trends.

Service Delivery & Operational Excellence

• Lead operational and business analysis efforts to identify opportunities for improvement and implement action plans that improve service performance and reduce recurring issues.
• Collaborate cross-functionally to address root causes, improve operational processes, and increase service efficiency through automation and self-service capabilities.
• Oversee multiple support functions and teams to ensure the consistent application of service standards, performance expectations, KPIs, and security controls.
• Establish and monitor performance metrics to measure operational effectiveness and customer outcomes.
• Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, scalability, and service quality.

Leadership & Workforce Management

• Lead, mentor, and develop managers, team leads, and technical professionals to achieve organizational objectives and build future leadership capability.
• Ensure effective workforce planning, capacity management, succession planning, and resource optimization across multiple teams.
• Foster a culture of accountability, teamwork, customer service excellence, and continuous professional development.
• Guide leaders in enhancing decision-making capabilities and operational independence while maintaining alignment with organizational priorities.
• Ensure teams consistently meet or exceed established performance expectations and service commitments.

Governance, Risk & Security

• Participate in Information Security councils, working groups, governance boards, and tiger teams to support enterprise security initiatives.
• Evaluate the Desktop Support threat landscape and recommend enhancements to policies, standards, and procedures to reduce risk and strengthen security posture.
• Serve as a stakeholder within governance bodies such as the Desktop Governance Board (DGB) and Change Advisory Board (CAB) to support effective change management and operational governance.
• Develop and maintain contingency, business continuity, and disaster recovery plans to ensure uninterrupted support operations during outages and major disruptions.
• Ensure compliance with organizational standards, regulatory requirements, policies, and security controls.

Financial & Vendor Management

• Manage operational budgets and ensure adherence to organizational financial controls and standards.
• Oversee resource allocation, staffing investments, project funding, and operational expenditures.
• Establish and maintain effective vendor relationships that support current operations and future business needs.
• Oversee vendor performance and ensure alignment with service expectations and organizational objectives.

Project & Program Leadership

• Oversee departmental and enterprise initiatives involving technology, operational processes, cross-functional teams, and third-party vendors.
• Lead large-scale operational and technology projects that enhance service delivery capabilities, improve user experience, and support business growth.
• Manage resources, timelines, and priorities across multiple workstreams to ensure successful execution of strategic initiatives.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and experience
• 10-15 years of relevant experience in Desktop Support, IT Operations, Service Management, Service Desk, Request Management, Incident Management, Desktop Projects, or related technology support functions.
• 5-10 years of leadership or management experience overseeing technical support teams, operational functions, or multiple related teams.
• Proven experience managing and leading multiple teams or functions within a technical support environment.
• Experience leading technical support teams in high-volume, multi-channel environments.
• Proven ability to influence service delivery strategy and develop operational plans.
• Strong expertise in workforce planning, operational process improvement, and vendor management.
• Demonstrated ability to manage resources, budgets, and operational priorities across multiple teams.
• Strong strategic thinking, analytical, and decision-making abilities.
• Excellent communication, problem-solving, conflict resolution, and stakeholder management skills.

Required Certifications

• ITILv4
• CompTIA A+
• HDI Desktop Support Manager

Desired Qualifications

• PMP
• Microsoft 365 Certified: Fundamentals
• CCNA
• CompTIA Security+
• CompTIA Network+

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