Manager, Desktop Services
Listed on 2026-03-08
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IT/Tech
Desktop Support, IT Support, Systems Administrator
Manager, Desktop Services
At Vitalant, our lifesaving mission depends on reliable, secure technology that empowers our teams to serve donors, hospitals, and patients every day. We are hiring a Manager, Desktop Services to lead the strategy and delivery of enterprise-wide desktop support across Vitalant, its affiliates, and business units.
This leader will shape and execute a forward‑thinking desktop services strategy—driving discovery, development, implementation, and ongoing support of desktop technologies that keep our organization running smoothly. The role oversees a geographically dispersed team of desktop support technicians, ensuring world‑class service through strong leadership, talent development, and operational excellence.
With deep expertise in desktop technologies, architectures, and emerging trends, this individual will collaborate cross‑functionally, lead desktop‑related initiatives, and deliver secure, high‑quality technology solutions that enable our workforce to stay focused on what matters most—saving and improving lives.
This position will work on‑site at the Scottsdale, AZ National Office 5 days/week.
Comprehensive Total Rewards- Medical, dental, and vision insurance
- 401K + 5% company match
- Tuition assistance up to $5k per year
- Free basic life and AD&D insurance
- Free short‑and‑long‑term disability insurance
- Paid time off
- Employee Resource Groups
- Recognition and perks
- Lead, mentor, and develop a geographically dispersed team of desktop support technicians, ensuring high performance, accountability, and exceptional customer service.
- Oversee hiring, training, performance management, and resolution of personnel matters.
- Drive adherence to Desktop Services best practices and ITIL standards, promoting a culture of reliability, responsiveness, and continuous improvement.
- Develop and execute the desktop services strategy in alignment with IT and organizational priorities, ensuring team understanding and engagement.
- Lead proof of concepts for new hardware and software solutions, recommending improvements that enhance operational efficiency and donor experience.
- Establish and leverage KPIs and service metrics to guide reporting, decision‑making, and long‑term performance improvements.
- Identify recurring issues, escalate trends, and partner in change management (including CAB participation) to ensure sustainable solutions.
- Collaborate cross‑functionally with Architecture, Infrastructure, Information Security, and other IT teams to deliver a secure, high‑quality desktop environment.
- Partner with end users to understand needs and ensure technology solutions effectively support business operations.
- Stay current on blood banking regulations and industry standards, implementing required changes as needed.
- Develop and manage departmental and capital budgets, supporting short‑ and long‑range strategic planning.
- Bachelor’s degree or equivalent combination of education and experience required.
- Advanced knowledge of current computer technology, desktop architecture, and desktop management best practices required.
- Asset and license management experience required.
- Advanced knowledge and proficiency in one or more major Service Desk software suites required.
- Advanced knowledge of desktop architecture standards, desktop data security, SCCM, patch management, Citrix VDI, Active Directory, and related services required.
- Advanced knowledge of Operational Excellence, Continuous Improvement, or other accepted process improvement methodologies preferred.
- Knowledge and practical experience with ITIL preferred.
ITIL Foundation, Six Sigma, or other relevant Desktop Support certifications preferred.
Experience- Seven years IT experience required. To include:
- Five years desktop services/support experience.
- Three years of supervisory experience.
- Demonstrated experience utilizing best‑practice based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility into the performance and quality of the desktop services team.
- Recent management experience in an enterprise desktop environment of at least 4,000…
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