Desktop Support Manager

Desktop Support Manager

Location: North East Ohio (Onsite, managing a multi-regional team)
Job Type: long-term Contract-to-Hire

Are you a seasoned IT professional ready to lead and innovate? We're searching for a Desktop Support Manager to spearhead our geographically dispersed IT support team. This isn't just a management role; it's a "player/coach" opportunity, splitting your time 50/50 between hands-on technical support and strategic team leadership.

You'll be crucial in delivering "white-glove" support to our C-level executives and other high-visibility stakeholders across approximately 1,400 users. Your leadership will extend to a local team in North East Ohio and a remote team across multiple U.S. locations.

What You'll Do:

• Lead & Mentor: Guide and develop a team of 6-8 desktop support technicians, both local and remote.
• Optimize Operations: Oversee daily ticketing, manage vendors, and implement a unified service desk queue to streamline support.
• Provide Hands-On Support: Jump in to troubleshoot Windows OS, Microsoft 365, hardware, and networking issues when needed.
• Strategic Impact: Play a key role in shaping the future of our IT support organization, driving process improvements and enhancing user experience.
• Executive Support: Ensure top-tier, high-touch support for our senior leadership and critical meetings.
• Escalation Point: Serve as the primary point for resolving high-impact and sensitive support issues.

Who We're Looking For:

• Experienced Leader: Proven track record leading desktop support teams across multiple regions, managing operations for both general users and senior executives.
• Technical Expert: Strong background in technical support and troubleshooting.
• Communication & Diplomacy: Excellent communication skills with the ability to navigate and defuse challenging situations.
• Process-Oriented: Familiarity with ITIL or similar frameworks and a history of driving process improvements and tool adoption.
• Customer-Obsessed: A genuine passion for delivering exceptional customer service and building strong rapport at all organizational levels.
• Adaptable & Composed: Thrives in a fast-paced environment, capable of managing diverse personalities, and remains solutions-focused under pressure. An extroverted and approachable leadership style is a strong plus.

If you're a resourceful, forward-thinking leader eager to make a significant impact in a dynamic IT environment, we encourage you to apply!