Service Desk Manager

The Desktop Support Manager oversees IT support operations for both a university campus and an affiliated hospital. This role directs Desktop Support, owns endpoint lifecycle processes, partners across IT functions, and serves as a Tier 2 escalation resource. Success in this role requires strong technical depth, people leadership, excellent communication with senior stakeholders, and the ability to operate in a complex, multi‑site environment. Key Responsibilities Lead Desktop Support, providing supervision, coaching, resource planning, and performance management. Oversee endpoint lifecycle operations including imaging (SCCM), deployments, asset management, patching, upgrades, and application support. Serve as the Tier 2 escalation point for advanced endpoint, hardware, printer, and low‑level network issues, ensuring appropriate troubleshooting and escalation. Collaborate closely with Networking, Audio‑Visual, Telecommunications, and Clinical Applications teams, including supporting telephony system transitions. Engage with leadership and stakeholders at all levels, providing updates, driving process improvements, and ensuring high‑quality service delivery. Qualifications 5+ years of desktop or IT support experience with progressive responsibility. 2+ years of team leadership or senior technician experience. Strong troubleshooting skills across hardware, software, imaging, and endpoint management. Hands‑on experience with SCCM or similar imaging/deployment platforms. Understanding of asset management, Help Desk operations, ITSM ticketing workflows, and endpoint security hygiene. Ability to communicate clearly with executives, peers, and technical staff. Demonstrated ability to stay informed on emerging technologies, patches, and security threats. Preferred Experience working in both university and healthcare environments. Knowledge of PBX/contact center systems and modern unified communications platforms. Familiarity with diagnosing basic network issues and escalation thresholds. Previous experience leading Tier 1 and Tier 2 teams in a distributed support model. Work Schedule Standard business hours with minimal after‑hours support required. Flexibility expected during urgent or high‑priority situations. #J-18808-Ljbffr