Desktop Support Manager

Convergenz

Bethesda, MD

JOB DETAILS
SKILLS
Antivirus, CompTIA Network+, CompTIA Security+, Computer Science, Cryptography, Customer Service Management, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Department of Health and Human Services, Desktop Administration, Desktop Environments, Desktop PC, Desktop Virtualization, Endpoint Security, Firewalls, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Incident Response, Information Technology & Information Systems, Interviewing Skills, Leadership, Mentoring, Microsoft Active Directory, Microsoft Certifications, Microsoft Windows Operating System, National Institutes of Health (NIH), Operational Support, People Management, Problem Solving Skills, Root Cause Analysis, ServiceNow, Software Patches, System Center Configuration Manager (SCCM), Team Lead/Manager, Technical Support
LOCATION
Bethesda, MD
POSTED
18 days ago
This position is ideal for a highly technical desktop engineering leader who thrives in a hands-on environment. The Desktop Support Manager will lead a team of approximately 8–10 desktop engineers while serving as the highest level of technical escalation for complex desktop, endpoint, imaging, application, and user support issues.
This is not a traditional management-only position. The successful candidate will be expected to remain actively engaged in day-to-day support operations, performing many of the same technical responsibilities as their team while providing leadership, mentoring, operational oversight, and technical direction. The Desktop Support Manager will spend a significant portion of their time troubleshooting advanced issues, supporting endpoint technologies, participating in major incident response, maintaining desktop standards, and ensuring the delivery of secure, reliable desktop services across the enterprise.
Required Qualifications
  • Associate’s degree with 12 years of relevant experience, bachelor’s degree in computer science, Information Technology, or related field with 10+ years of relevant experience, or equivalent combination of education and experience.
  • Minimum of 3 years of leadership, supervisory, or team lead experience.
  • Extensive hands-on enterprise desktop engineering and support experience.
  • Ability to demonstrate advanced troubleshooting and technical problem-solving skills during the interview process.
  • Comfortable performing hands-on technical work in addition to personnel management responsibilities.
Strong hands-on expertise with:
  • Windows 11 enterprise environments
  • Active Directory, Group Policy, DNS, and DHCP
  • Endpoint security technologies including encryption, antivirus, firewall management, and patching
  • Desktop imaging and automated deployment tools
  • Endpoint management platforms such as SCCM, MECM, Intune, JAMF, or equivalent
  • ServiceNow or similar IT Service Management (ITSM) platforms
  • Root cause analysis and incident management
Required Certifications
Candidates MUST possess at least one of the following certifications:
  • CompTIA Security+, Network+, or equivalent
  • ITIL Foundation (preferred)
  • Experience with endpoint management tools (SCCM, Intune, MECM, JAMF, or equivalent).
Preferred Qualifications
  • Experience supporting Federal, NIH, or HHS environments.
  • Experience managing desktop virtualization environments.
  • ITIL Foundation certification.
  • Microsoft enterprise certifications.

About the Company

C

Convergenz

"An Opportunity to Help"

It started on day one. Convergenz, LLC began in July 2000, at what was fast evolving into the “Dot Com bust” and a rapid rise in unemployment. Our own customers were getting laid off en masse and sending us their resumes, desperate for work. Despite the recession that followed, little by little, we were able to successfully help find people opportunities; and as a company survive this difficult time in our economy. Over ten years later, our mission of connecting people with jobs has never seemed more important.

By the nature of the Staffing Industry, Convergenz is in a unique position to help, and positively affect peoples’ lives. For over a decade we have been able to assist professionals through historically turbulent times in the American economy. From the Dot-Com bubble, through the post 9/11 wave of layoffs, and the “Great Recession” of 2008—we have been able to offer help and resources to people who have needed access to new career opportunities. Whether it was making a major career change, or simply needing to be placed on a contract assignment to get through “right now”—we hope that we are able to help our consultants and clients through these times of uncertainty.

When we think of what sets us apart from our competition, we immediately come back to the fact that we have big company success but do it with a small company touch. Hands on, no red-tape, responsive to peoples’ needs, inquiries, and requests. In other words—Provide Great Service All the Time. When we founded Convergenz, we set out to build a firm that we would want to work for. Be a successful business – but do it the right way, in the boardroom and in the community.

Every day is an exercise in self-reflection —we look to get better, to learn, and grow. We set out to make a positive difference every day, and take pride in the results.
COMPANY SIZE
500 to 999 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
https://conv.com/