Desktop Support Manager

Merakey • Whitemarsh Township, PA

8h • Hybrid

About The Position

The Desktop Support Manager leads desktop and laptop asset management, deployment, and end-user support operations across the organization. This role manages and develops a technical team responsible for the lifecycle of endpoint devices — including provisioning, configuration, deployment, maintenance, and refresh — while ensuring timely resolution of support issues and reliable IT service delivery. The Manager of End User Services & Asset Management drives operational excellence by optimizing asset management processes, improving service performance, and aligning technical services with organizational goals to deliver a high-quality end-user experience.

Requirements

• Bachelor’s degree in computer science, computer engineering or 5 years equivalent work experience required.
• Minimum 5 years' experience with IT helpdesk support, IT desktop support, IT network/system support or equivalent required.
• Minimum 2 years of experience supervising hybrid or remote teams.
• Experience with high-volume IT asset/inventory management.
• Valid driver's license required.

Nice To Haves

• Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customers, exercising appropriate tact and diplomacy to accomplish objectives.
• Ability to build, coach and motivate a high-performance technical service team, while holding the team accountable for results.
• Ability to work effectively under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
• Ability to work independently and have strong team-building skills.
• Organized detail-oriented self-starter.
• Customer focused attitude.
• Travel as needed

Responsibilities

• Oversee IT help desk support for a diverse end-user base of approximately 8,000 employees across multiple locations including proper lifecycle management of all physical end-user technology assets.
• Supervise and support Technical Services Analysts, ensuring efficient daily operations and resolution of critical technical issues.
• Monitor and manage service levels (SLAs), internal customer expectations, and satisfaction across all levels of the organization.
• Identify and implement process improvements, support change management initiatives, and drive the adoption of new technologies.
• Develop and maintain training materials for end users; oversee certification processes and onboarding for IT assets.
• Facilitate clear communication between IT, leadership, and other departments; relay updates and manage expectations effectively.
• Collect and analyze support trends and performance metrics to inform decision-making and continuous improvement efforts.
• Foster a high-performing team culture through mentorship, performance evaluations, and professional development planning.

Benefits

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay -- access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager