What are the responsibilities and job description for the Desktop Support Manager position at Switchboard Hiring?
Description
Switchboard is seeking a Desktop Support Manager on behalf of our client, Open Technology Solutions (OTS). This is a hands-on leadership role for a technically strong IT professional who's equally comfortable coaching a team as they are troubleshooting an escalation. If you thrive in a fast-paced environment, take pride in delivering an exceptional end-user experience, and know how to build and run a high-performing desktop support operation, this one's worth a close look.
This role is 100% on-site and serves as both the technical and personnel escalation point for OTS's End User Computing team — supporting credit union and CUSO partners across a collaborative, multi-disciplined IT organization.
About Open Technology Solutions
Open Technology Solutions (OTS) is a CUSO (Credit Union Service Organization) providing shared technology services to credit union partners. Built on a cooperative model, OTS delivers enterprise-grade IT infrastructure, support, and innovation to its partner organizations — allowing them to compete at a higher level while keeping costs in check. OTS operates with the values of a credit union at its core: member-focused, collaborative, and committed to long-term relationships over short-term wins.
Responsibilities
Compensation Range: $120K - $140K
Switchboard is seeking a Desktop Support Manager on behalf of our client, Open Technology Solutions (OTS). This is a hands-on leadership role for a technically strong IT professional who's equally comfortable coaching a team as they are troubleshooting an escalation. If you thrive in a fast-paced environment, take pride in delivering an exceptional end-user experience, and know how to build and run a high-performing desktop support operation, this one's worth a close look.
This role is 100% on-site and serves as both the technical and personnel escalation point for OTS's End User Computing team — supporting credit union and CUSO partners across a collaborative, multi-disciplined IT organization.
About Open Technology Solutions
Open Technology Solutions (OTS) is a CUSO (Credit Union Service Organization) providing shared technology services to credit union partners. Built on a cooperative model, OTS delivers enterprise-grade IT infrastructure, support, and innovation to its partner organizations — allowing them to compete at a higher level while keeping costs in check. OTS operates with the values of a credit union at its core: member-focused, collaborative, and committed to long-term relationships over short-term wins.
Responsibilities
- Lead, coach, and mentor the on-site End User Computing team, including Desktop Support Technicians
- Establish regular team meetings and individual one-on-ones; contribute to performance and development plans
- Keep senior management informed of business escalations, issues, and concerns
- Actively monitor team performance, service levels, and daily operations to ensure timely resolutions and drive excellent customer experiences
- Manage and dispatch work requests through the internal ticketing system
- Serve as the technical and personnel escalation point for end user incidents and requests
- Deploy and maintain end user computing devices including desktops, laptops, mobile devices, phones, tablets, printers, and scanners
- Oversee enterprise asset management and maintenance of end user hardware
- Participate in the creation, implementation, and enforcement of processes, policies, and procedures aligned with company goals
- Support Security Incident Response and Disaster Recovery activities
- Create reports for leadership and business stakeholders as needed
- 2 years of recent leadership experience managing a team with engineering responsibilities in end user computing
- Strong communication skills — written, verbal, and the ability to translate technical concepts for non-technical audiences
- Customer-first orientation with a track record of delivering positive end-user experiences
- Analytical and problem-solving mindset with keen attention to detail
- Ability to prioritize and execute in a high-pressure, high-tempo environment
- Comfortable with 24x7x365 support requirements including occasional after-hours and weekend availability
- Ability to travel approximately 10% of the time
- Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent work experience
- Comprehensive understanding of PC hardware, software, directory services, printing, and applications
- Experience with wireless device management, software distribution systems, and antivirus management consoles
- Working knowledge of Mac operating systems and integrated applications
- Knowledge of local area network administration
- Experience working in an ITIL or formal service management environment
- Compensation: $120,000 – $140,000 base salary | Annual bonus target of 15% based on company and individual performance
- Benefits: comprehensive benefits package including medical, dental, and vision insurance, FSA, 401(k) with fully vested matching, PTO, life insurance, short and long-term disability, holiday pay, student loan paydown, tuition reimbursement, loan discounts, service anniversary bonuses, recognition and referral programs, and employee activities.
Compensation Range: $120K - $140K
Salary : $120,000 - $140,000