Manager, Desktop Support

📋 Description

• • The Manager, Desktop Support leads and directs the day-to-day operations of National University’s Level 1 Desktop Support Technicians, overseeing a team responsible for delivering high-quality technical support for laptops, desktops, applications, and peripheral technologies for faculty and staff.
• • Day-to-day responsibilities include managing team performance, monitoring ticket queues and workload distribution, providing escalation support for complex technical issues, guiding troubleshooting efforts, ensuring documentation of procedures, maintaining desktop images and deployment standards, managing IT inventory and asset control, coordinating hardware/software installations and upgrades, partnering with IT units on service delivery, leading IT projects, identifying process improvements, delivering end-user training, ensuring ITIL-aligned practices, and maintaining a customer-focused culture.
• • National University System is a mission-driven institution serving over 45,000 students with more than 4,500 faculty and staff, committed to innovative education solutions for adult learners and working professionals, and dedicated to creating a supportive, inclusive work environment aligned with equal opportunity principles.
• • In this role, the individual will develop leadership and technical expertise in enterprise desktop support, gain experience managing cross-functional IT projects, strengthen skills in ITIL service management, enhance coaching and team development abilities, and contribute to continuous improvement in end-user support capabilities while advancing their career in IT leadership within higher education.