Desktop Support Manager/Service Delivery Manager

Job Summary

We are seeking an experienced Desktop Support Manager to lead a team of desktop support professionals responsible for delivering exceptional end-user support in a predominantly Windows-based enterprise environment. This individual will oversee daily service desk and desktop operations, establish support processes and service standards, manage escalations, and ensure timely resolution of technical issues impacting business productivity. The ideal candidate combines strong technical expertise with proven leadership skills and a customer-focused approach.

Key Responsibilities

• Manage and mentor a team of Desktop Support Technicians, providing coaching, performance management, and career development.
• Oversee day-to-day desktop support operations, ensuring adherence to SLAs and high customer satisfaction levels.
• Act as the primary escalation point for complex hardware, software, and infrastructure issues.
• Lead enterprise Windows workstation support, deployment, maintenance, and lifecycle management.
• Develop and maintain desktop support policies, procedures, and documentation.
• Coordinate hardware refresh projects, operating system upgrades, and enterprise technology rollouts.
• Manage onboarding and offboarding processes, including user account provisioning, equipment deployment, and access management.
• Partner with Infrastructure, Security, Networking, and Application teams to resolve cross-functional technical issues.
• Track and report key performance metrics including ticket resolution times, SLA compliance, asset inventory, and customer satisfaction.
• Oversee endpoint management platforms and software deployment processes.
• Ensure compliance with organizational security standards, patch management requirements, and endpoint protection policies.
• Manage relationships with hardware, software, and support vendors.
• Participate in budget planning, procurement activities, and asset lifecycle management.
• Establish and maintain white-glove support standards for executives and VIP users when required.
• Drive continuous improvement initiatives to enhance support effectiveness and end-user experience.

Required Qualifications

• 5+ years of desktop support experience within an enterprise Windows environment.
• 2+ years of leadership, supervisory, or management experience.
• Strong experience supporting:
  • Windows 10 and Windows 11
  • Microsoft 365
  • Active Directory
  • Azure Active Directory / Entra ID
  • Group Policy
  • Exchange Online
  • VPN technologies
  • Multi-factor authentication
  • Mobile device management platforms
• Experience with endpoint management tools such as Microsoft Intune, MECM/SCCM, or similar solutions.
• Strong understanding of desktop hardware, peripherals, printers, and conferencing technologies.
• Experience managing ticketing systems such as ServiceNow, Jira Service Management, or Remedy.
• Excellent troubleshooting and root-cause analysis skills.
• Strong customer service, communication, and leadership abilities.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• ITIL Foundation certification.
• Microsoft certifications.
• Experience supporting hybrid Microsoft 365 environments.
• Experience leading enterprise workstation refresh initiatives.
• Previous experience supporting executive leadership or white-glove environments.

Technical Environment

• Windows 10/11
• Microsoft 365
• Active Directory
• Entra ID (Azure AD)
• Intune
• MECM/SCCM
• Exchange Online
• Teams
• VPN Solutions
• BitLocker
• Microsoft Defender
• ServiceNow
• Endpoint Security & Compliance Tools

Success Metrics

• SLA compliance and ticket resolution performance
• End-user satisfaction scores
• Endpoint compliance and patching rates
• Team productivity and development
• Successful delivery of desktop refresh and deployment projects
• Reduction of recurring technical issues through process improvement

Job Type & Location

This is a Contract position based out of Olney, MD.

The pay range for this position is $50.00 - $55.28/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Olney, MD.

This position is anticipated to close on Oct 24, 2026.

This is a hybrid position in Olney,MD.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.