Desktop Support Manager

About the role

The Desktop Support Manager is accountable for the delivery, availability, performance and continuous improvement of end-user computing and workplace technology services across the organization. The role leads desktop support, endpoint management and end-user service delivery so employees have reliable, secure and efficient access to IT systems, in line with IT policies, SLAs and business requirements.

Key responsibilities

• Manage day-to-day desktop support operations, with priority support for executives and critical users, and oversee device installation, maintenance, onboarding, offboarding and equipment provisioning.
• Oversee the device lifecycle: procurement, deployment, patching, refresh and disposal, with standardized builds and compliance using Intune, MECM/SCCM or equivalent.
• Oversee incident, request, problem, change and major incident management through the ITSM platform, resolve recurring incidents and maintain the knowledge base and self-service resources.
• Ensure endpoint compliance with cybersecurity policies, baselines and encryption standards, coordinate endpoint protection, EDR, vulnerability remediation and patching, and support compliance audits.
• Define and report KPIs (SLA compliance, resolution time, first-contact resolution, satisfaction, patch compliance, asset inventory accuracy); introduce automation and self-service; support business continuity and disaster recovery planning.
• Manage vendors, hardware suppliers and outsourced partners, and support budgeting, forecasting, cost control and asset tracking.
• Lead, coach and develop support engineers and technicians, including recruitment, performance management and succession planning, and set objectives, schedules and escalation arrangements.
• Coordinate with IT, Information Security, Procurement, Finance, HR and Facilities, and inform stakeholders of disruptions and major incidents.

Required profile

• Bachelor's degree in information technology, computer science, information systems, engineering or a related field.
• Minimum 8 years of experience in IT support, end-user computing, desktop support or IT operations.
• Minimum 3-5 years leading desktop support, service desk or endpoint management teams, preferably in a multi-site enterprise.
• ITIL v4 Foundation or higher certification preferred; certifications in Microsoft Intune, Microsoft 365, Windows endpoint management or equivalent are advantageous.

Required skills

• Endpoint lifecycle management, patching, software deployment and automation (e.g. PowerShell)
• Microsoft Windows, Microsoft 365, Active Directory / Entra ID, Intune, MECM/SCCM
• ITSM processes (incident, request, problem, change), SLA/KPI monitoring and reporting, root-cause analysis
• IT asset and vendor management, cost optimization, endpoint security and compliance
• Team leadership, coaching, stakeholder management and customer service