Manager, Desktop Support

The Manager, Desktop Support oversees daily operations of the desktop support team, ensuring timely and effective technical assistance for CUIMC faculty, staff, and students. This role manages service delivery, staff development, and process improvements to maintain high standards of customer satisfaction and operational efficiency.

The Manager collaborates with other IT units to support institutional goals and uphold security and compliance standards.

Responsibilities

Essential Duties:

Operational Oversight

• Oversee troubleshooting and resolution of desktop, laptop, mobile device, and peripheral hardware/software problems.
• Manage the deployment, configuration, and lifecycle of endpoint devices and software applications.
• Monitor service desk tickets and ensure timely resolution according to service level agreements (SLAs).
• Assist in managing budgets and procurement of desktop support hardware, software, and tools.
• Liaise with vendors and service providers to maintain support agreements and quality standards.

Security & Compliance

• Ensure desktop support activities comply with institutional security policies and relevant regulatory requirements such as HIPAA and FERPA.
• Oversee the implementation of endpoint security measures, including patch management, antivirus updates, and data encryption on supported devices.
• Collaborate with Information Security teams to identify, report, and mitigate potential security vulnerabilities related to desktop environments.

People

• Supervise and support desktop support technicians and specialists in resolving end-user issues.
• Manage relationships with external service providers, ensuring contract adherence and high service quality.
• Act as the primary liaison between IT and key business stakeholders to ensure expectations are met and exceeded.
• Facilitate regular service reviews, performance reporting, and planning sessions.
• Lead, mentor, and support a team of service delivery and IT operations staff.
• Foster a culture of accountability, professional development, and collaboration.
• Drive initiatives that support employee engagement and IT service excellence.

Other

• Keep current with emerging technologies and desktop support trends.
• Participate in department meetings and contribute to IT strategic initiatives.
• Perform other related duties and responsibilities as assigned/requested.

• Bachelor’s Degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 4 years of experience in desktop support or end-user services, with at least 2 years in a supervisory role.
• Solid knowledge of Windows and macOS operating systems, endpoint management, and remote support tools.

Preferred Qualifications

• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or CompTIA Project+.
• Experience in a healthcare or academic environment.
• Familiarity with compliance standards such as HIPAA and FERPA.