Desktop Engineering Manager

Jackson Walker•Dallas, TX

3h•Hybrid

About The Position

The Desktop Engineering Manager is responsible for leading and overseeing the Firm’s Desktop Engineering function, including end-user support services, endpoint lifecycle management, and desktop engineering operations across all office locations. This role provides leadership to the Desktop Engineering team, drives service excellence initiatives, and partners with Firm leadership to ensure reliable, secure, and high-performing technology support services. The position combines people leadership, operational oversight, technical troubleshooting, and continuous improvement responsibilities within a multi-office legal environment.

Requirements

Bachelor’s degree in Information Technology or a related field preferred; equivalent experience may be considered.
Minimum of 7 years of desktop engineering or advanced end-user support experience required, preferably within a law firm or professional services environment.
Prior leadership or supervisory experience preferred.
Strong knowledge of Windows operating systems, Microsoft 365, remote access technologies, and legal applications such as iManage and Litera.
Experience supporting endpoint management and deployment technologies, including SCCM, Intune, and MDM platforms.
Experience with Active Directory, VPN technologies, image deployment, and ticketing systems (ServiceNow preferred).
PowerShell scripting experience preferred.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication, interpersonal, and customer service skills.
Strong organizational and time management skills with the ability to manage multiple priorities.
Ability to work collaboratively across technical and business teams.
Ability to maintain confidentiality and exercise discretion.

Nice To Haves

Preferred Certifications: CompTIA A+ CompTIA Network+ CompTIA Security+ MD-102 Endpoint Administrator AZ-900 Microsoft Azure Fundamentals

Responsibilities

Lead, coach, and develop the Desktop Engineering team by providing direction, performance feedback, and professional development support.
Assign workloads, prioritize resources, and ensure appropriate coverage across Firm offices.
Support hiring, onboarding, training, and ongoing development of desktop engineering staff.
Foster a collaborative, service-oriented culture focused on accountability, responsiveness, and continuous improvement.
Serve as an escalation point for complex, high-impact, or executive-level technology support issues.
Ensure delivery of consistent, high-quality end-user technology support for attorneys and business professionals.
Partner with office administrators and IT leadership to align desktop support services with business needs.
Establish and maintain service standards, workflows, and escalation processes to improve resolution times and customer satisfaction.
Serve as a visible IT leader during office visits, major rollouts, and Firm initiatives.
Oversee endpoint lifecycle management, including deployment, refresh cycles, maintenance, and retirement of Firm technology assets.
Ensure accurate inventory tracking and asset management across all office locations.
Conduct periodic site visits to verify inventory and update asset records.
Partner with IT leadership on budgeting, forecasting, and hardware lifecycle planning.
Manage large-scale device refreshes and office technology transitions.
Diagnose and resolve complex hardware, software, connectivity, and peripheral issues.
Support Firm-standard applications and technologies, including Windows OS, Microsoft 365, VPN, iManage, and related legal technology tools.
Serve as a Tier 2/3 escalation resource for Service Desk and regional support teams.
Utilize remote support tools and diagnostic methods to efficiently resolve incidents for onsite and remote users.
Document support activities, resolutions, troubleshooting guides, and process documentation within Firm systems.
Collaborate with infrastructure, security, applications, and support teams to deliver unified technology services.
Support Firmwide technology rollouts, upgrades, testing, and end-user training initiatives.
Analyze ticket trends, service metrics, and user feedback to identify process improvements and operational efficiencies.
Maintain and enhance documentation, knowledge base content, and operational runbooks.
Contribute reporting, metrics, and analysis for IT leadership dashboards and service reviews.
Maintain awareness of emerging technologies, industry trends, and best practices related to desktop engineering and end-user support.
Provide technical coaching and guidance to team members and end-users.
Participate in initiatives supporting Firmwide technology adoption and user experience improvements.