Desktop Support Manager

Job Role: Workplace Services Tower Manager Job Location: Washington, DC The Workplace Services Tower Manager is accountable for day‑to‑day delivery oversight and continuous improvement of workplace services. This role ensures alignment with the client’s organizational strategy, compliance with contractual and performance obligations, and delivery of high‑quality IT services in line with agreed service levels and industry best practices. The role provides oversight of all services supporting end‑user computing including desktops, laptops, mobile devices, and endpoint platforms, as well as associated engineering and operations functions. Engineering Services include the design, development, and enhancement of solutions such as OS images, GPOs, scripts, and software deployments. Responsibilities include adhering to change management processes, obtaining necessary approvals and security accreditations, developing SOPs, and enabling operations teams through training. This function also leads problem management and continuous process improvement initiatives. Operations Services focus on the support and maintenance of existing solutions, ensuring adherence to SOPs and service standards. Responsibilities include endpoint management, patching, restoration, compliance, vendor coordination for issue resolution, support for problem management activities, and maintenance of tower documentation.

KEY RESPONSIBILITIES

1. STRATEGY PLANNING AND DEMAND MANAGEMENT

Provide status updates on EUC operations, engineering, and project initiatives. Recommend services, technologies, and solutions aligned with business objectives. Develop project plans and operational strategies aligned with the tower roadmap. Contribute to strategic planning through research, insights, and best practices. Support business case development and advisory services. Enforce service standards and delivery framework across the tower.

2. WORKLOAD MANAGEMENT

Ensure appropriate staffing levels, skills, and technology capabilities are maintained. Manage workforce planning and coverage requirements. Oversee daily tower operations, including BAU engineering and projects initiatives. Ensure tower compliance with contractual obligations. Facilitate tower escalations and drive timely resolution of service issues. Ensure adherence to SLAs, OLAs, and operational standards.

3. GOVERNANCE AND STAKEHOLDER MANAGEMENT

Participate in governance forums and operational reviews. Maintain effective communication with client stakeholders and account team. Coordinate tower activities across internal and client teams. Track and report on service performance and return on investment (ROI, PACE reports).

4. PERFORMANCE AND CONTINUOUS IMPROVEMENT

Manage and report on service performance against SLAs and KPIs. Align solutions with enterprise architecture and business strategy. Conduct problem root‑cause analysis and implement service improvements. Drive innovation and transformation initiatives to enhance service delivery.

5. INTEGRATION AND ARCHITECTURE

Maintain and provide recommendations on tower architecture integration and implementation strategies.

6. CUSTOMER SERVICE EXCELLENCE

Drive customer satisfaction and service quality. Proactively identify and resolve service issues. Foster strong collaboration with stakeholders and partners.

QUALIFICATIONS &

EXPERIENCE

EDUCATION

Bachelor’s degree or above in Information Technology, Computer Science, or related field. EXPERIENCE 10 years of experience in IT service delivery or operations. 5 years in a leadership role managing medium to large‑scale IT services or MSP delivery. Experience in managing medium teams and EUC work streams.

KEY SKILLS AND COMPETENCIES

IT Service Management (ITIL or equivalent preferred). Strategic Planning and Transformation. Written and Oral Communication (English). Governance and Resource Management. Performance SLA Management. Problem Solving and Decision Making.

KEY TECHNOLOGIES

Windows 11 OS SCCM BeyondTrust Microsoft Authoring Tools VDI

WORK ENVIRONMENT

Onsite work environment with collaboration across global teams. May require participation in governance and review meetings across time zones. #J-18808-Ljbffr Smart IT Frame LLC