Manager, IS Desktop Support

David Weekley Homes•Houston, TX

10h

About The Position

David Weekley Homes is seeking a highly capable Manager, IS Desktop Support to lead our desktop and end-point support services team. In this role, you’ll ensure that our Team Members receive responsive, high-quality technology support, while aligning desktop services with our company and department goals. You’ll manage day-to-day operations, lead a team of support professionals, and collaborate with business and IT partners to deliver a seamless experience across our enterprise.

Requirements

Has 7+ years of experience in desktop / end-user support, including at least 3 years in a supervisory or management role—preferably in a multi-site or enterprise environment
Embodies a collaborative, servant-leadership style aligned with DWH’s culture of putting Team Members first, striving for excellence, and fostering continuous improvement
Understands Windows 10/11, Microsoft 365, Active Directory/Azure AD, Intune, endpoint imaging/deployment, and basic networking (DNS, DHCP, VPN)
Is familiar with ITSM/ticketing systems, asset management (NinjaOne), and service-management best practices (e.g., ITIL)
Demonstrates strong leadership, excellent communication skills (technical and non-technical audiences), and a customer-centric mindset

Nice To Haves

Certifications such as Microsoft Certified: Modern Desktop Administrator, CompTIA A+ / Network+ / Security+, or ITIL v4 Foundation are

Responsibilities

Lead, coach, and develop a team of Desktop Support and Field Support Specialists
Oversee daily operations for incident and request resolution, hardware/software deployment, device imaging, refresh cycles, and lifecycle management of end-user technology
Track and report on key metrics (e.g., SLA compliance, first-contact resolution, CSAT) and drive continuous improvement
Act as escalation point for major or complex support issues, communicating effectively with other IT groups and leadership
Partner with Infrastructure & Security teams to ensure endpoint security, device management (e.g., Microsoft 365, Azure AD, Intune), and compliance with corporate standards
Manage vendor relationships, hardware procurement, warranty / repair logistics, and software licensing for end-user devices
Develop and maintain standard operating procedures, knowledge base articles, and training programs to improve service quality and efficiency
Assist in budget planning, device inventory management, and asset tracking to support IT lifecycle initiatives