What are the responsibilities and job description for the Manager, Desktop Support & Service Desk position at Summit Tech Partners?
Manager, Desktop Support & Service Desk
Location: Brookfield, CT
Employment Type: Full-Time, Direct Hire
Work Arrangement: 100% Onsite
About the Role
We are seeking a Manager, Desktop Support & Service Desk to lead a small team of Level 1 and Level 2 support professionals responsible for delivering exceptional technology support across the organization. This role combines people leadership, service management, and hands-on technical expertise to ensure end users receive timely and effective support for hardware, software, and workplace technology issues.
Responsibilities
- Lead, mentor, and develop a team of Level 1 and Level 2 Service Desk and Desktop Support professionals.
- Manage daily service desk operations, including ticket prioritization, escalation management, and service delivery performance.
- Oversee end-user support for desktops, laptops, mobile devices, peripherals, and business applications.
- Ensure timely resolution of hardware, software, and technology-related issues.
- Establish and monitor service levels, operational metrics, and user satisfaction standards.
- Coordinate onboarding, offboarding, device deployment, and lifecycle management processes.
- Partner with infrastructure, security, and business teams to support organizational technology initiatives.
- Develop and maintain support documentation, knowledge base articles, and operational procedures.
- Drive continuous improvement efforts to enhance support processes and the end-user experience.
Required Qualifications
- Experience leading or managing Desktop Support and Service Desk teams.
- Strong background in:
- End-User Support
- Desktop Support
- Service Desk Operations
- Technology Support
- Device Support
- Hands-on experience supporting Microsoft Windows environments.
- Knowledge of hardware troubleshooting, software deployment, and endpoint management.
- Strong customer service, communication, and problem-solving skills.
- Ability to manage competing priorities in a fast-paced environment.
Preferred Qualifications
- Experience working within structured IT service management environments.
- Knowledge of endpoint management, device lifecycle management, and support best practices.
- Experience supporting enterprise-scale desktop and workplace technology environments.
- Demonstrated ability to improve service delivery, operational efficiency, and user satisfaction.