> Markdown version of [/jobs/ext/586785-it-desktop-support-manager](https://www.wearedevelopers.com/jobs/ext/586785-it-desktop-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Desktop Support Manager - **Company:** Dougherty's Pharmacy, Inc. (Delaware) - **Location:** Charlotte, NC, United States - **Experience:** Experienced - **Salary:** $59,000.0 - $69,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Knowledge Management, Network Security, Network Troubleshooting, Network Connections, Remote Access Technology, Internet Protocol Telephony, Computer Network Operations, In-Plane Switching (IPS), Data Strategy, Computer Equipment - **Published:** June 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=21775008993bf138 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * Experience: 2+ years of IT support experience, with a proven track record of troubleshooting laptop/workstation hardware and network connectivity (DNS, DHCP). Demonstrated experience in designing/managing helpdesk systems and workflows. * Leadership Traits: 2 years of experience supervising others. Outstanding ability to de-escalate stressful situations, prioritize heavy demands, and communicate with warmth. * Tech Stack Knowledge: Deep familiarity with Microsoft 365, onboarding/offboarding, and helpdesk workflows. * Education: High School Diploma required; Associate degree or higher preferred. CertificationsLogistics: * Required Certifications: CompTIA A+, Network+, or equivalent verified experience. * Preferred Certifications: Microsoft Certified Professionals. * Mobility: Active Driver's License, reliable personal vehicle, and auto insurance (required for transporting computer equipment between local client sites). * Physical: Ability to occasionally lift and move IT equipment up to 20 lbs. ## Description At Ascend NPS, we empower organizations that change communities. As our IT Desktop Support Manager, you won't just manage tickets-you will lead the technical front line that keeps our mission-driven clients connected, secure, and running smoothly. Reporting directly to the Chief Information Officer (CIO), you will have a direct voice in shaping our support strategy, mentoring growing tech talent, and delivering an incredible customer experience., * Role Type: Full-Time, Team Leader * Location: Local travel required (Potentially up to 50% visiting local client sites) * Impact: Lead Help Desk team, optimize technical operations, help design and improve workflows and configuration of helpdesk software, and act as a senior escalation point for critical IT needs., Team LeadershipHelp Desk Operations (45%) * Define Excellence: Establish and refine best practices for the entire technical support lifecycle. * Data-Driven Strategy: Develop daily, weekly, and monthly productivity reports to optimize team workflows. * Process Optimization: Establish, document, and enforce SLA-driven best practices across the entire technical support lifecycle. Investigate and Implement AI based helpdesk to assist with remediation of tickets. * Advanced Troubleshooting: Assist in resolving Helpdesk issues/tickets as needed. Serve as the senior tier-1/2 expert for complex Microsoft 365, Remote Access, computer, and networking issues. * IdentityAccess Management: Oversee active directory maintenance, user account creation, termination workflows, and role-based access controls across core applications. * MentorGrow: Recruit, onboard, train, and evaluate a high-performing help desk team. Client SuccessRelationships (40%) * Elevate Service: Ensure the team delivers warm, professional, and timely support daily. * OnboardingEducation: Design and deliver engaging IT training programs and onboarding documentation for end-users. * ListenAdapt: Own the annual customer satisfaction survey process to identify and implement service improvements. * Standardize: Author clear standard operating procedures (SOPs) and internal documentation. * Knowledge Management: Create, organize, and maintain a standardized internal knowledge base for standard operating procedures (SOPs) and client environment configurations. InfrastructureNetwork Support (15%) * System Stability: Assist with hardware/software installations, patching, and major upgrades. * Network Operations: Support physical/virtual compute environments, active directory/user rights, and VOIP systems. * SecurityCompliance: Proactively Monitor systems via Pulseway and ensure network security compliance (AV, IPS, HIPAA, FERPA). ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [Hacking Your Vacation: Using Data for Fun](https://www.wearedevelopers.com/videos/585-hacking-your-vacation-using-data-for-fun) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023)