Manager, Desktop Services

LocateSmarter • Clarksville, TN

12d

About The Position

The Manager, Desktop Services is responsible for the overall leadership, strategy, and operational excellence of desktop administration, endpoint technologies, asset inventory, and US-based IT support services. This role combines hands-on operational oversight with strategic planning to ensure a secure, reliable, and high-quality user experience (UX). The position provides direct management and mentorship to desktop administrators and US-based help desk personnel, while coordinating closely with global support teams operating under a dotted-line reporting model. The Manager, Desktop Services ensures alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field; or equivalent professional experience.
• Minimum 3–5 years of experience in desktop support or related IT operations roles.
• Minimum 2 years of people management or team leadership experience.
• Strong working knowledge of Microsoft Windows operating systems and endpoint technologies.
• Experience with endpoint management tools, asset inventory systems, and software licensing.
• Demonstrated ability in system analysis, troubleshooting, and process improvement.
• Ability to remain seated for extended periods (up to approximately 85% of the workday).
• Ability to occasionally move about the office to access equipment or attend meetings.
• Ability to operate standard office productivity equipment.
• Ability to exchange accurate information with employees, vendors, and business partners.

Nice To Haves

• Relevant IT certifications (e.g., CompTIA A+, Security+, or similar) preferred.

Responsibilities

• Lead, coach, and develop desktop administrators and US-based help desk staff.
• Create & maintain onboarding, training, and professional development programs for team.
• Foster a positive, collaborative, and service-oriented team culture.
• Provide guidance on policies, procedures, and best practices.
• Serve as the escalation point for complex or high-impact end-user support issues.
• Own the end-user technology stack, including operating systems, desktops, laptops, virtual desktops (VDI), peripherals, and other endpoints.
• Oversee operating system deployment, configuration, patching, and lifecycle management.
• Support and administer endpoint management platforms and automation where applicable.
• Monitor system health, performance, and compliance; take proactive action on risks.
• Oversee hardware and software asset inventory, tracking, and lifecycle management.
• Coordinate hardware procurement, deployment, refresh, and retirement.
• Ensure accurate license management and compliance.
• Ensure high-quality Tier 1 & 2 support with focus on timely resolution & positive UX.
• Manage ticket assignment, prioritization, and escalation processes.
• Maintain on-call schedules and support rotations as required.
• Analyze incident trends and implement preventative solutions to reduce repeat issues.
• Partner with Infrastructure, Security, Application, and Vendor teams to support projects, upgrades, and new system rollouts.
• Coordinate with global or offshore help desk leadership to ensure consistency in processes and service delivery.
• Act as a technical and operational advisor to IT leadership for end-user services.
• Develop and maintain SOPs, technical documentation, and knowledge base content.
• Ensure compliance with information security policies and controls.
• Identify, lead, or support continuous improvement initiatives and automation opportunities.
• Participate in IT projects, task forces, and other initiatives as required.

Benefits

• CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.
• Reasonable accommodations will be provided to qualified individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees