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Desktop Support Manager

ABCS, Inc.

Phoenix, AZ

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JOB DETAILS
SALARY
$50–$53 Per Hour
JOB TYPE
Temporary, Contractor, Full-time
SKILLS
Asset Management, Automation, Best Practices, Budget Management, Computer Science, Computer Security, Continuous Improvement, Cryptography, Customer Service Management, Customer Service Operations, Customer Support/Service, Desktop Administration, Desktop Environments, Desktop PC, Desktop Virtualization, Endpoint Security, Government, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Incident Response, Information Technology & Information Systems, Information/Data Security (InfoSec), Knowledge Management, Leadership, Licensing, Mac Operating System, Maintain Compliance, Microsoft Windows Operating System, Network Security, Operational Strategy, Operations Management, Performance Metrics, Process Improvement, Regulatory Compliance, Security Compliance, Security Monitoring, Service Level Agreement (SLA), ServiceNow, Software Distribution, Strategic Planning, Talent Management, Technical Leadership, Technical Support, Time Management, Vendor/Supplier Management
LOCATION
Phoenix, AZ
POSTED
28 days ago

Job Summary

The Senior Manager – IT Customer Support leads and oversees enterprise IT customer service operations, ensuring high-quality, secure, and reliable support for a large organizational workforce. This role provides strategic direction, operational leadership, and talent development while driving service excellence, security compliance, and continuous improvement.

Key Responsibilities

  • Lead and supervise IT customer support, service desk, and desktop support teams in alignment with agency policies and values.

  • Develop and execute talent retention, training, and workforce development strategies.

  • Define and implement IT customer service strategy aligned with overall IT and business goals.

  • Serve as the escalation point for major service disruptions and chronic operational issues.

  • Manage budgets, vendors, and service contracts to ensure cost-effective operations.

  • Oversee desktop infrastructure, end-user devices, software distribution, and asset lifecycle management.

  • Establish, monitor, and report KPIs and SLAs for service desk and client services.

  • Drive IT Service Management (ITSM) maturity, including Incident, Request, Knowledge Management, and Automation.

  • Ensure timely, effective, and empathetic end-user communication for IT changes and incidents.

  • Lead process improvement initiatives and support enterprise modernization programs.

Security & Compliance

  • Partner closely with Information Security leadership on endpoint security and incident response.

  • Enforce security policies such as MFA, least-privilege access, and acceptable use standards.

  • Oversee endpoint security tools (EDR, IAM, encryption) and security incident triage processes.

  • Ensure compliance with security baselines, configuration standards, and licensing requirements.

Projects & Continuous Improvement

  • Support and lead IT projects, technology upgrades, and service improvements.

  • Promote automation, standardization, and modern service management frameworks.

  • Ensure compliance with regulatory, audit, and governance requirements.

Qualifications

  • Bachelor’s degree or equivalent combination of education and experience.

  • 8+ years of progressive IT experience.

  • 3+ years of management experience overseeing IT service desk or technical support teams supporting 1,000+ users.

  • Experience with ITIL-based ITSM processes and virtual desktop environments.

  • Strong knowledge of Windows/macOS, networking, security best practices, and enterprise support tools.

Preferred Qualifications

  • Bachelor’s degree in IT or Computer Science.

  • ITIL certification.

  • Experience leading managers or supervisors.

  • Prior experience in government or highly regulated environments.

  • Experience with enterprise service management platforms (e.g., ServiceNow, Cherwell) and continuous improvement methodologies.

About the Company

A

ABCS, Inc.