Desktop Support Manager
Position Overview
We are seeking a Desktop Support Manager to lead onsite IT support operations in a fast-paced, high-touch environment. This role will oversee support across both Mac and Windows environments, managing a team of technicians while ensuring a seamless, white-glove experience for corporate and retail users.
This individual will also play a key role in driving select IT initiatives and managing vendor relationships, while maintaining strong operational oversight of the support function.
Key Responsibilities
Desktop & Helpdesk Leadership
- Manage day-to-day desktop support operations across a mixed Mac and Windows environment
- Lead, mentor, and develop a team of 5–7 support technicians
- Act as the primary escalation point for complex technical issues
- Ensure consistent delivery of high-quality, white-glove support to executive and end users
ServiceNow & Reporting
- Own and optimize ServiceNow usage across the support function
- Build and maintain dashboards and reporting for leadership visibility into KPIs, SLAs, and trends
- Analyze ticket data to identify patterns, improve response times, and enhance user experience
- Drive process improvements and standardization across support workflows
Project & Vendor Coordination
- Lead and support smaller-scale IT initiatives such as system rollouts, upgrades, and process improvements
- Coordinate with internal teams and external vendors to ensure timely delivery
- Manage vendor relationships including performance, communication, and issue resolution
- Assist in evaluating tools and services to improve support efficiency
Operational Excellence
- Monitor ticket queues, SLAs, and team performance metrics
- Implement best practices for incident, request, and problem management
- Partner with leadership to align IT support with business needs
- Oversee asset management and device lifecycle processes
Retail & End-User Support
- Support a dynamic environment that includes both corporate and retail users
- Understand the urgency and service expectations within a retail-driven business
- Ensure minimal downtime and rapid resolution for store-related technology issues
Qualifications
- 5+ years of experience in desktop support across Mac and Windows environments
- 2+ years of experience managing or leading a team (5–7+ people)
- Strong hands-on experience with ServiceNow, including dashboard and report creation
- Experience working with vendors and supporting IT initiatives or rollouts
- Proven ability to manage escalations and prioritize in a fast-paced setting
Preferred
- Experience supporting retail or luxury brand environments
- Familiarity with white-glove or executive support environments
- Experience with Microsoft 365 and enterprise endpoint environments
