Manager I, Desktop Support
About The Position
Oversee daily operations for the Desktop Request Management team by providing consistent, accurate, and timely fulfillment services and ensuring a first-class end-user experience. Lead a complex team responsible for direct end-user support and fulfillment through various channels (Microsoft Teams chat, email, ticketing system) for a multi-location environment. Accountable for performance results and standards, including consistent service delivery across teams and location sites, resourcing standards, application of individual performance standards, KPIs, and asset security. Assist senior management in developing and executing strategic plans aligned with branch and organizational objectives and goals. The Manager oversees individual contributors and is responsible for driving team performance and achieving operational results. Decisions are guided by policies, resources, and business plans. Develop, manage, and guide execution of operational initiatives to achieve tactical objectives. Leads and oversees Desktop Request Management supporting employee technology services, hardware fulfillment, lifecycle support, logistics coordination, asset returns, warranty processing, inventory management, and ServiceNow-based fulfillment workflows. Ensures all aspects of technology request fulfillment, operational support, and customer engagement are focused on providing efficient, user-friendly, and expert service to employees while maintaining compliance with organizational standards and service level commitments.
Requirements
- Authorized to work in the United States without the need for current or future sponsorship.
Responsibilities
- Oversee daily operations for the Desktop Request Management team.
- Provide consistent, accurate, and timely fulfillment services.
- Ensure a first-class end-user experience.
- Lead a complex team responsible for direct end-user support and fulfillment.
- Manage fulfillment through various channels (Microsoft Teams chat, email, ticketing system) for a multi-location environment.
- Be accountable for performance results and standards, including consistent service delivery across teams and location sites, resourcing standards, application of individual performance standards, KPIs, and asset security.
- Assist senior management in developing and executing strategic plans aligned with branch and organizational objectives and goals.
- Drive team performance and achieve operational results.
- Develop, manage, and guide execution of operational initiatives to achieve tactical objectives.
- Oversee Desktop Request Management supporting employee technology services, hardware fulfillment, lifecycle support, logistics coordination, asset returns, warranty processing, inventory management, and ServiceNow-based fulfillment workflows.
- Ensure all aspects of technology request fulfillment, operational support, and customer engagement are focused on providing efficient, user-friendly, and expert service to employees.
- Maintain compliance with organizational standards and service level commitments.
Benefits
- Highly competitive pay
- Generous benefits and perks
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
