Manager, Desktop Support

Compensation Range:

Position Summary

The Manager, Desktop Support provides leadership and direction for the day-to-day operations of National University’s Level 1 Desktop Support Technicians. This role oversees a team of specialists responsible for delivering high-quality technical support for laptops, desktops, applications, and peripheral technologies for faculty and staff. They will manage a diverse team, lead technical and operational projects, ensure service excellence, and drive continuous improvement in end-user support capabilities.

The Manager, Desktop Support will demonstrate strong experience in team leadership, coaching, and staff development; advanced knowledge of Microsoft Windows operating systems, Mac and PC hardware, asset management, desktop security practices; and an ability to collaborate effectively across IT units. They will oversee service performance, manage escalations, and ensure consistent alignment with organizational standards and ITIL best practices.

Essential Functions:

• Leads, manages, and mentors a diverse team of Level 1 Desktop Support Technicians, ensuring high performance, accountability, and professional growth.
• Oversees daily operations of desktop support services, ensuring timely response and resolution of all IT-related incidents and service requests.
• Monitors ticket queues, trends, workload distribution, and team productivity to ensure service level expectations are met or exceeded.
• Provides escalation support for complex technical issues requiring advanced problem-solving skills.
• Guides team members in troubleshooting, diagnosing, and resolving desktop, laptop, and end-user application issues.
• Ensures consistent documentation of procedures, troubleshooting steps, and knowledge articles.
• Develops and maintains desktop images, deployment standards, and hardware lifecycle plans.
• Manages IT inventory, licensing, and asset control processes with accuracy and compliance.
• Coordinates hardware and software installation, maintenance, and upgrades.
• Partners with Infrastructure, Information Security, Computer Operations, and Development teams to ensure efficient service delivery and system reliability.
• Leads and participates in IT projects, including system upgrades, endpoint security initiatives, process automation, and technology rollouts.
• Identifies opportunities for process improvements and recommends new solutions to reduce incidents and enhance end-user experience.
• Delivers and facilitates training for end-users and staff on desktop technologies and best practices.
• Ensures adherence to ITIL-aligned practices, customer service standards, and organizational policies.
• Maintains a strong customer-focused culture within the support team.
• Ensures consistent and reliable attendance to fulfill management and operational requirements.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Direct supervision of 12-15 Level 1 Desktop Support Technicians.
• Responsible for performance evaluations, hiring, coaching, development planning, and corrective actions as required.
• Promotes an inclusive, collaborative, and high-performing team culture.

Requirements:

Education & Experience:

• Associate’s degree in Information Technology or related field preferred; Bachelor’s degree strongly preferred.
• Minimum of five (5) years of desktop support experience, with three (3) years of supervisory or team leadership experience required.
• Experience managing diverse technical teams in a service-oriented environment.
• Experience working in higher education or a technology-driven enterprise preferred.
• Demonstrated experience leading technical projects and operational initiatives.

Competencies/Technical/Functional Skills:

• Familiarity with ITIL best practices and service management processes.
• Advanced knowledge of desktop security practices, antivirus, encryption, and endpoint protection technologies.
• Advanced understanding of Microsoft Windows operating systems, Office 365, software deployment, imaging, and patch management.
• Strong understanding of Apple computers, peripherals, and mobile devices.
• Strong understanding of networking fundamentals, wireless connectivity, and end-user connectivity troubleshooting.
• Ability to lead problem recognition, research, troubleshooting, and resolution activities.
• Experience managing team workflows, prioritization, and performance metrics.
• Excellent oral and written communication skills, with the ability to communicate complex issues clearly.
• Strong customer service orientation and ability to build constructive relationships.
• Skilled at coaching, training, and mentoring technical staff to improve competencies and performance.
• Highly organized with strong planning and project management abilities.
• Proficient with Microsoft Office Suite and related productivity tools.

Location: Remote, USA

Travel: 10% travel to campus locations to support campus operations, upgrade/retrofits, and new construction.

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family. For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.