Manager, Desktop Services

Job Description:

Purpose of the Position

The Manager, Desktop Services is responsible for the overall leadership, strategy, and operational excellence of desktop administration, endpoint technologies, asset inventory, and US-based IT support services. This role combines hands-on operational oversight with strategic planning to ensure a secure, reliable, and high-quality user experience (UX).

The position provides direct management and mentorship to desktop administrators and US-based help desk personnel, while coordinating closely with global support teams operating under a dotted-line reporting model. The Manager, Desktop Services ensures alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

Education and Experience Preferences

• Bachelor's degree in Computer Science, Management Information Systems, or a related field; or equivalent professional experience.
• Minimum 3-5 years of experience in desktop support or related IT operations roles.
• Minimum 2 years of people management or team leadership experience.
• Strong working knowledge of Microsoft Windows operating systems and endpoint technologies.
• Experience with endpoint management tools, asset inventory systems, and software licensing.
• Demonstrated ability in system analysis, troubleshooting, and process improvement.
• Relevant IT certifications (e.g., CompTIA A+, Security+, or similar) preferred.

Duties and Responsibilities

• Lead, coach, and develop desktop administrators and US-based help desk staff.
• Create & maintain onboarding, training, and professional development programs for team.
• Foster a positive, collaborative, and service-oriented team culture.
• Provide guidance on policies, procedures, and best practices.
• Serve as the escalation point for complex or high-impact end-user support issues.

• Own the end-user technology stack, including operating systems, desktops, laptops, virtual desktops (VDI), peripherals, and other endpoints.
• Oversee operating system deployment, configuration, patching, and lifecycle management.
• Support and administer endpoint management platforms and automation where applicable.
• Monitor system health, performance, and compliance; take proactive action on risks.

• Oversee hardware and software asset inventory, tracking, and lifecycle management.
• Coordinate hardware procurement, deployment, refresh, and retirement.
• Ensure accurate license management and compliance.

• Ensure high-quality Tier 1 & 2 support with focus on timely resolution & positive UX.
• Manage ticket assignment, prioritization, and escalation processes.
• Maintain on-call schedules and support rotations as required.
• Analyze incident trends and implement preventative solutions to reduce repeat issues.

• Partner with Infrastructure, Security, Application, and Vendor teams to support projects, upgrades, and new system rollouts.
• Coordinate with global or offshore help desk leadership to ensure consistency in processes and service delivery.
• Act as a technical and operational advisor to IT leadership for end-user services.

• Develop and maintain SOPs, technical documentation, and knowledge base content.
• Ensure compliance with information security policies and controls.
• Identify, lead, or support continuous improvement initiatives and automation opportunities.
• Participate in IT projects, task forces, and other initiatives as required.

Accountability/Measurement

• End-user systems are maintained with minimal downtime and rapid resolution of issues.
• Projects and initiatives are delivered on time, within scope, and within budget.
• Service metrics demonstrate effective incident resolution, trend reduction, and improved UX.
• Asset inventory and licensing records remain accurate and audit-ready.
• Team performance, development, and engagement objectives are met.

Physical and Other Requirements

• Ability to remain seated for extended periods (up to approximately 85% of the workday).
• Ability to occasionally move about the office to access equipment or attend meetings.
• Ability to operate standard office productivity equipment.
• Ability to exchange accurate information with employees, vendors, and business partners.

The Company reserves the right to change or assign other duties as appropriate. Reasonable accommodations will be provided to qualified individuals with disabilities.

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CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.