Desktop Support Manager; Hospital

The Manager, Desktop Support oversees the day to day operations, staff performance, and service delivery of the Desktop Support team across different sites. This role ensures the reliable operation of end user technologies—including desktops, laptops, peripherals, mobile devices, and enterprise applications—while providing exceptional customer service in a fast paced clinical, research, and administrative environment.

The Manager leads a team of technicians and support specialists, driving operational excellence, standardization, compliance, and continuous improvement in alignment with IS policies and technology strategies.

• Supervise, mentor, and support a team of Desktop Support Technicians and generalists.
• Conduct regular 1:1s, performance evaluations, career development conversations, and coaching.
• Manage schedules, task assignments, staffing coverage, onboarding, and escalations.
• Foster a culture of accountability, collaboration, and customer service excellence.

• Oversee daily onsite support operations across assigned locations.
• Ensure timely resolution of incidents, requests, and escalated technical issues.
• Manage ticket workflow using Service Now, ensuring accurate documentation and SLA adherence.
• Oversee hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns.
• Coordinate major deployments and device refreshes—including Windows 11 upgrades and Intune migrations.
• Technical Oversight
  Ensure consistent support for enterprise hardware (desktops, laptops, tablets, printers, scanners, specialty devices).
• Partner with engineering teams on endpoint tools such as Intune, JAMF, SCCM/Endpoint Manager, Bit Locker, and imaging processes.
• Support troubleshooting for network connectivity, application installs, performance issues, OS problems, and device compliance.
• Validate escalations and collaborate with senior engineers, security teams, and external partners when needed.

• Implement and maintain standard operating procedures, documentation, and knowledge articles.
• Identify and address operational gaps; lead continuous improvement initiatives.
• Ensure team adherence to security, compliance, and technology standards.
• Maintain readiness for audits, accreditation requirements, and device compliance checks.

Partner closely with clinical, research, and administrative leaders to support departmental workflows.

• Work with MGB/BI partners on cross system initiatives, shared environments, and coordinated rollouts.
• Collaborate with Project Management, Network, Digital, Telecommunications, and Infrastructure teams for multi team work efforts.

• Manage local inventory, procurement coordination, receiving/shipping functions, and device tracking.
• Ensure cost effective use of technology resources in alignment with IS budget guidelines.

• Participate in planning and execution of enterprise migrations, system upgrades, and departmental moves.
• Serve as operational lead for device-dependent initiatives (e.g., specialized lab devices, imaging upgrades, Voalte, supervised devices, migration waves).

• Bachelor’s degree required (per management-level standards for supervising 2+ FTEs).
• 3–5+ years of experience in desktop support, end-user computing, or IT operations.
• 2+ years of experience supervising technical staff in a fast-paced environment.
• Strong working knowledge of:
• Windows 10/11
• Enterprise hardware and peripherals
• Service Now or similar ITSM tools
• Device encryption, imaging, remote management tools

• Experience in healthcare or regulated enterprise environments.
• Experience with Intune, JAMF, SCCM/Endpoint Manager, and enterprise deployment tools.
• ITIL knowledge or certification.
• Strong communication skills with the ability to support clinical and executive groups.

• Leadership & Team Development
• Customer Service & Communication
• Technical Troubleshooting & Problem Solving
• Prioritization & Operational Planning
• Collaboration & Relationship Building
• Process Improvement & Documentation
• Adaptability & Calm Under Pressure

• Primarily onsite across campuses.
• Occasional after-hours or weekend work for major deployments or urgent escalations
• Ability to lift and move computer equipment as required.