Desktop Support Manager

Atlas Search

Mundelein, IL

Job Description

Responsibilities

Lead, mentor, and develop a team of Deskside Support professionals, ensuring high-quality end-user support, strong team performance, and adherence to service level agreements.
Partner with business stakeholders, global IT teams, and third-party vendors to resolve escalations, improve service delivery, and ensure a consistent support experience across the organization.
Manage daily IT operations, including incident and request queues, asset inventory, documentation, and continuous process improvements using ServiceNow or similar ITSM platforms.
Provide technical leadership and support across Windows, macOS, Microsoft 365, mobile devices, video conferencing, networking, and endpoint technologies while driving operational excellence and ITIL best practices.

Requirements

5–7 years of progressive IT support experience, including at least 3 years in a leadership or management role overseeing technical support teams.
Strong technical expertise supporting Windows, Microsoft 365, ServiceNow (or similar ITSM), mobile device management (MDM), Microsoft Teams Voice, AV technologies, Zscaler, MFA, and desktop/laptop/mobile hardware.
Excellent leadership, customer service, communication, and problem-solving skills with the ability to manage escalations, coach team members, and collaborate with cross-functional stakeholders.
Bachelor's degree in Information Technology or a related field preferred; financial services or front-office support experience and CompTIA A+/Network+ or ITIL certifications are highly preferred.

Salary: 140k - 160k

Hybrid 2-3 days

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Vacancy posted 2 days ago

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