Desktop Support Manager

This position is ideal for a highly technical desktop engineering leader who thrives in a hands-on environment. The Desktop Support Manager will lead a team of approximately 8–10 desktop engineers while serving as the highest level of technical escalation for complex desktop, endpoint, imaging, application, and user support issues. This is not a traditional management-only position.

The successful candidate will be expected to remain actively engaged in day-to-day support operations, performing many of the same technical responsibilities as their team while providing leadership, mentoring, operational oversight, and technical direction.

The Desktop Support Manager will spend a significant portion of their time troubleshooting advanced issues, supporting endpoint technologies, participating in major incident response, maintaining desktop standards, and ensuring the delivery of secure, reliable desktop services across the enterprise.

Required Qualifications

• Associate’s degree with 12 years of relevant experience, bachelor’s degree in computer science, Information Technology, or related field with 10+ years of relevant experience, or equivalent combination of education and experience.
• Minimum of 3 years of leadership, supervisory, or team lead experience.
• Extensive hands-on enterprise desktop engineering and support experience.
• Ability to demonstrate advanced troubleshooting and technical problem-solving skills during the interview process.
• Comfortable performing hands-on technical work in addition to personnel management responsibilities.
• Strong hands-on expertise with:
• Windows 11 enterprise environments
• Active Directory, Group Policy, DNS, and DHCPEndpoint security technologies including encryption, antivirus, firewall management, and patching
• Desktop imaging and automated deployment tools
• Endpoint management platforms such as SCCM, MECM, Intune, JAMF, or equivalentServiceNow or similar IT Service Management (ITSM) platforms
• Root cause analysis and incident management
• Required Certifications Candidates MUST possess at least one of the following certifications:
• Comp
• TIA Security+, Network+, or equivalent
• ITIL Foundation (preferred)
• Experience with endpoint management tools (SCCM, Intune, MECM, JAMF, or equivalent).

Preferred Qualifications

• Experience supporting Federal, NIH, or HHS environments.
• Experience managing desktop virtualization environments.ITIL Foundation certification.
• Microsoft enterprise certifications.