Desktop Support Manager

Description

We are looking for a skilled Desktop Support Manager to oversee helpdesk and desktop operations for a healthcare organization. This long-term contract position is based in West Palm Beach, Florida and involves managing teams, ensuring service delivery excellence, and maintaining endpoint security and compliance. The ideal candidate will have strong technical expertise and leadership experience.

Responsibilities:
Manage daily operations of the helpdesk and desktop support teams, ensuring incidents and requests are resolved efficiently.
Oversee ticket prioritization, workflow optimization, and adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
Supervise lifecycle management for endpoints, including desktops, laptops, mobile devices, and peripherals.
Implement standardized hardware configurations, software deployment, and endpoint security measures.
Lead and develop a team of helpdesk analysts and technicians, fostering a customer-focused culture.
Monitor service metrics such as ticket trends, resolution rates, and customer satisfaction scores, while producing regular reports.
Ensure compliance with cybersecurity standards, including endpoint security and vulnerability remediation.
Collaborate with vendors and optimize support tools such as ticketing systems and asset management platforms.
Drive automation and self-service improvements to enhance user experience and reduce recurring issues.
Support organizational initiatives, including clinic openings and infrastructure upgrades.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Minimum of 5 years in IT support or end-user services roles, with 2+ years in a leadership capacity.
Proficiency in Active Directory, ITSM tools, and service desk management.
Experience with unified endpoint management and Microsoft 365 Enterprise.
Knowledge of desktop imaging, asset management, and configuration management databases (CMBD).
Strong skills in troubleshooting and managing ticketing systems.
Familiarity with Intune and endpoint security measures.
Healthcare industry experience is a plus.

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