IT Manager - Desktop Support
About The Position
We are seeking an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations, as well as remote field agents and remote employees across the United States. This role is based in our Springfield, Illinois office and requires full-time onsite presence. The IT Manager, Desktop Support is responsible for delivering high-quality end-user support services, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments. This leader will combine strong technical knowledge with proven people leadership to develop staff, optimize support operations, and ensure support services meet organizational needs across both onsite and remote work environments.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
- 5 to 10 years of progressive IT support experience, including leadership responsibility
- Experience leading technical support teams, preferably in a Tier 2 support environment
- Strong knowledge of Windows and Mac operating systems
- Strong knowledge of endpoint hardware, peripherals, and desktop support tools
- Experience supporting virtual desktop or virtual workstation environments
- Demonstrated ability to manage SLAs, service metrics, and support performance
- Strong troubleshooting, problem-solving, and decision-making skills
- Excellent verbal and written communication skills
Nice To Haves
- Experience leading distributed or multi-site support teams
- Experience supporting remote employees or field-based users in a geographically dispersed environment
- IT certifications or active participation in certification programs
- Experience with scripting, automation, or endpoint management tools
- Knowledge of ITIL or other IT service management frameworks
Responsibilities
- Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts
- Oversee workload distribution, employee performance, and career development planning
- Foster a collaborative, customer-focused, and high-performing team culture
- Provide technical guidance and mentorship to support professional growth across the team
- Manage a distributed desktop support team serving three U.S. locations, remote insurance agents, and remote employees nationwide
- Ensure timely response and resolution of incidents and service requests in accordance with established service level agreements
- Monitor and improve service quality, operational efficiency, and end-user satisfaction
- Establish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolution
- Drive consistency in support processes, documentation, and standard operating procedures
- Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users
- Oversee support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripherals
- Guide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote users
- Ensure reliability, performance, and security of supported endpoint systems
- Partner with infrastructure and application teams to resolve escalated incidents and systemic issues
- Support technology deployments, upgrades, hardware refreshes, and lifecycle management activities
- Ensure effective support processes are in place for remote access, virtual support, device provisioning, and endpoint troubleshooting for users across the U.S.
- Work with business partners and IT teams to align support services with organizational priorities
- Contribute to business continuity and disaster recovery planning efforts
- Identify opportunities for automation, tooling enhancements, and process improvements
- Support cross-functional initiatives that improve the user support experience and technical operations
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
