Role Snapshot
Manager of Desktop Engineering at a university responsible for supervising and coordinating comprehensive desktop support services across all university-managed IT resources including workstations, laptops, mobile devices, and cloud services. This role combines technical leadership with strategic management to ensure operational excellence and exceptional customer service delivery.
Key Responsibilities: Supervise and manage desktop support teams while providing technical guidance on networked workstations, laptops, mobile devices, virtual desktops, and cloud services like Office 365. Lead service delivery, allocate resources effectively, document work thoroughly, monitor performance metrics, and foster continuous improvement and professional development within the team.
Skills & Tools: Strong technical knowledge of desktop infrastructure, cloud services, and IT support systems combined with excellent customer service and relationship-building abilities. Leadership, process improvement, documentation, strategic planning, and team management skills are essential.
Qualifications: Bachelor's degree in IT, Computer Science, or related field with 5+ years of IT support experience and 2+ years in a supervisory or management role. Prior experience managing desktop support teams and familiarity with university IT operations preferred.
Location: In-Person
Compensation: $145K–$195K/yr (estimated)
Job Description
To supervise and coordinate desktop support by providing technical guidance, knowledge, and support of university-managed IT resources including, but not limited to: Networked and Stand-Alone Workstations, Laptops, Mobile Devices and Virtual Desktops, Cloud Services such as Box or Office 365, Local and Networked Printers and Client and Server-Side applications. Exercise excellent customer service skills in support of all faculty and staff members of the University through building relationships, documenting work clearly and completely, following up and following through on your commitments, learning continuously and delivering solid operational metrics.
To lead and manage the delivery of desktop support services within the engineering support area by following strategic direction, allocating resources effectively, and ensuring operational excellence in support of university-managed IT resources, including but not limited to networked and stand-alone workstations, laptops, mobile devices, virtual desktops, Office 365, local and networked printers, and client/server-side applications. Foster a culture of exceptional customer service for all faculty and staff by building strong relationships, driving process improvements, ensuring accurate documentation, and monitoring performance metrics. Champion continuous learning and professional development within the team while aligning support operations with institutional goals and compliance standards.
To lead and manage the delivery of desktop support services within the engineering support area by following strategic direction, allocating resources effectively, and ensuring operational excellence in support of university-managed IT resources, including but not limited to networked and stand-alone workstations, laptops, mobile devices, virtual desktops, Office 365, local and networked printers, and client/server-side applications. Foster a culture of exceptional customer service for all faculty and staff by building strong relationships, driving process improvements, ensuring accurate documentation, and monitoring performance metrics. Champion continuous learning and professional development within the team while aligning support operations with institutional goals and compliance standards.
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