Desktop Support Manager
Position Overview
We are seeking a Desktop Support Manager to lead onsite IT support operations in a fast-paced, high-touch environment. This role will oversee support across both Mac and Windows environments, managing a team of technicians while ensuring a seamless, white-glove experience for corporate and retail users.
This individual will also play a key role in driving select IT initiatives and managing vendor relationships, while maintaining strong operational oversight of the support function.
Key Responsibilities
Desktop & Helpdesk Leadership- Manage day-to-day desktop support operations across a mixed Mac and Windows environment
- Lead, mentor, and develop a team of 5–7 support technicians
- Act as the primary escalation point for complex technical issues
- Ensure consistent delivery of high-quality, white-glove support to executive and end users
- Own and optimize ServiceNow usage across the support function
- Build and maintain dashboards and reporting for leadership visibility into KPIs, SLAs, and trends
- Analyze ticket data to identify patterns, improve response times, and enhance user experience
- Drive process improvements and standardization across support workflows
- Lead and support smaller-scale IT initiatives such as system rollouts, upgrades, and process improvements
- Coordinate with internal teams and external vendors to ensure timely delivery
- Manage vendor relationships including performance, communication, and issue resolution
- Assist in evaluating tools and services to improve support efficiency
- Monitor ticket queues, SLAs, and team performance metrics
- Implement best practices for incident, request, and problem management
- Partner with leadership to align IT support with business needs
- Oversee asset management and device lifecycle processes
- Support a dynamic environment that includes both corporate and retail users
- Understand the urgency and service expectations within a retail-driven business
- Ensure minimal downtime and rapid resolution for store-related technology issues
Qualifications
- 5+ years of experience in desktop support across Mac and Windows environments
- 2+ years of experience managing or leading a team (5–7+ people)
- Strong hands-on experience with ServiceNow, including dashboard and report creation
- Experience working with vendors and supporting IT initiatives or rollouts
- Proven ability to manage escalations and prioritize in a fast-paced setting
Preferred
- Experience supporting retail or luxury brand environments
- Familiarity with white-glove or executive support environments
- Experience with Microsoft 365 and enterprise endpoint environments
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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