Desktop Support Manager

Careerscape is recruiting on behalf of our client, a growing Austin-based organization, for an experienced Desktop Support Manager to lead their end-user computing team. This is a great opportunity for a hands-on IT leader who wants to build and mentor a support team while shaping how technology gets delivered to the business.

Day to day, you will split your time between coaching technicians, triaging escalations, and working with cross-functional stakeholders to keep hardware, software, and support processes running smoothly. People who thrive in this role are calm under pressure, enjoy solving problems through people as much as technology, and take pride in turning a reactive help desk into a proactive, well-run support function.

Responsibilities

• Lead and mentor a team of desktop support technicians handling day-to-day IT issues
• Oversee ticket queues to ensure timely resolution and adherence to SLAs
• Develop and enforce standard operating procedures for desktop support and asset management
• Manage procurement, imaging, and deployment of laptops, desktops, and peripherals
• Partner with IT leadership on infrastructure projects, rollouts, and office moves
• Track team performance metrics and provide regular reporting to management
• Handle escalated technical issues and serve as final point of contact for complex problems
• Maintain relationships with hardware and software vendors
• Drive continuous improvement initiatives for support processes and tooling
• Ensure compliance with security policies across all end-user devices

Requirements

• 5plus years of experience in desktop support or IT operations
• 2plus years in a supervisory or team lead capacity
• Strong working knowledge of Windows and macOS environments
• Experience with Active Directory, Microsoft 365, and endpoint management tools
• Familiarity with ITIL or similar service management frameworks
• Excellent communication and people management skills
• Proven ability to manage vendor relationships and hardware lifecycle
• Bachelor's degree in Information Technology or related field preferred
• Relevant certifications such as CompTIA A+ or ITIL Foundation a plus

Benefits

• Medical, dental, and vision insurance
• 401k with company match
• Paid time off and company holidays
• Hybrid work schedule with flexible hours
• Professional development and certification reimbursement
• Life and disability insurance
• Employee assistance program
• Collaborative, growth-oriented team culture