Desktop Support Manager

Responsibilities Team Leadership & Development: Lead, coach and develop a high‑performing deskside support team with clear objectives and regular evaluations; identify skill gaps and implement development plans; foster a collaborative culture that promotes accountability and continuous improvement. Stakeholder Engagement & Representation: Serve as a liaison with business stakeholders to understand support needs; capture and act on feedback; represent the local user base in regional and global forums to align business needs with service delivery. Global Collaboration & Alignment: Collaborate with regional and global deskside teams to align local service delivery with enterprise standards; contribute to global initiatives focused on process standardization, knowledge sharing and service improvement; balance local needs with global expectations. Service Delivery & Operational Excellence: Ensure consistent, timely and high‑quality support across incidents, requests, tasks and calls; monitor queues, SLA performance, backlog and resolution times; drive improvements in first‑contact resolution and service responsiveness. Escalation & Incident Management: Manage escalations to ensure timely resolution and clear communication; document escalation handling and reduce repeat escalations through root cause awareness and continuous improvement. ServiceNow & Data Quality: Ensure effective use of ServiceNow for ticket management and reporting; maintain high‑quality, complete and accurate ticket data; leverage reporting to monitor performance and identify improvement opportunities. Asset & Technology Management: Own asset accuracy and lifecycle tracking for end‑user devices; ensure hardware and meeting room technologies are functioning reliably; reduce asset discrepancies and technology‑related support issues through strong oversight. Project & Technology Rollout Support: Support delivery of projects and new technology rollouts by coordinating technical activities, identifying risks early and ensuring smooth execution and adoption with minimal disruption. Built a high‑performing, accountable deskside support team with clear development plans and improved service quality at the 90 percentile. Strengthened stakeholder relationships resulting in higher user satisfaction and fewer recurring issues. Improved SLA adherence, reduced backlog and increased mean time to resolution (MTTR) rates. Established consistent escalation management with reduced repeat issues. Aligned local operations with global standards, reducing regional variation. Improved ServiceNow data quality and reporting reliability. Ensured accurate asset tracking and a stable end‑user technology environment. Successfully supported projects and technology rollouts with minimal disruption. Required Experience Bachelor’s degree in information technology or related field preferred. 5–7 years of progressive IT support experience, including 3+ years in a leadership role. Experience in financial services and front‑office support preferred. Proven success in team leadership, coaching and performance management. Track record of building collaborative, high‑performing teams. Skills & Qualifications Leadership: ability to lead, motivate and develop high‑performing teams. Customer‑centric approach with a strong focus on delivering exceptional end‑user experiences. Accountability and professionalism under pressure with strong follow‑through. Detail‑oriented diagnostic and problem‑solving skills. Innovative mindset to identify opportunities for process improvement and efficiency. Technical proficiency with ServiceNow or similar ITSM platforms. Strong working knowledge of Windows OS and troubleshooting, Microsoft 365, mobile device management (iOS/Android), Microsoft Teams Voice, audio/visual and conferencing technologies, Zscaler, multi‑factor authentication and common system tools. Familiarity with desktops, laptops, mobile devices, printers and Cisco conferencing equipment. Preferred Qualifications CompTIA A+ or Network+ certification. ITIL Foundation or Intermediate certification. #J-18808-Ljbffr First Recruiting, LLC