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Job Details

Skills

SERVICE DESK MANAGER
IT FIELD SUPPORT
DESKTOP SUPPORT
EXECUTIVE SUPPORT
WINDOWS 11
MACOS
IOS
ANDROID
MICROSOFT 365
AV SYSTEMS
VIDEO CONFERENCING
LARGE-SCREEN DISPLAY
ENDPOINT MANAGEMENT
SCCM
MICROSOFT INTUNE
SERVICENOW
INCIDENT MANAGEMENT
REQUEST FULFILLMENT
ASSET TRACKING

Summary

Job title: Senior Manager - Service Desk
Job type: Full-Time Position
Salary: $150k-$175k plus 15% bonus
Location: Onsite 5x per week in Berwyn, PA

Summary:
This role requires a proactive, polished professional who thrives in a fast-paced executive environment and is comfortable traveling regionally to support high-priority corporate governance meetings, operating reviews, and other executive events.

Key Responsibilities:
Executive & VIP Support

Serve as the primary point of escalation for all IT support needs of the CEO and Executive Leadership Team
Deliver concierge-level, white-glove desktop, laptop, mobile, and AV support with a strong sense of urgency and discretion
Anticipate executive technology needs proactively — staging equipment, pre-checking meeting rooms, and preparing for travel requirements before issues arise
Build trusted, long-term relationships with executive stakeholders and their administrative assistants

AV & Conference Room Support

Set up, operate, and troubleshoot AV systems for senior leadership meetings, Executive Committee sessions, All-Hands presentations, and video conferences
Manage and maintain corporate conference room technology, including video conferencing platforms (Teams, Zoom, Webex), displays, cameras, microphones, and control systems
Coordinate with facilities and external AV vendors as needed for large-scale events

Travel & Event Support

Travel regionally, nationally, and occasionally internationally to provide on-site IT and AV support for senior leadership meetings, Regional Operating Review meetings, and other executive off-site events
Coordinate logistics for executive technology needs at off-site venues; liaise with hotel/venue AV teams in advance
Estimated travel: 20–30%, with some trips requiring short-notice availability

Team Management & Leadership

Directly manage the corporate field support team responsible for IT support across the broader corporate office, including hiring, onboarding, performance management, and professional development
Set clear performance expectations, conduct regular 1:1s and performance reviews, and foster a culture of accountability, continuous improvement, and exceptional service
Act as a player-coach — remaining hands-on while empowering the team to resolve Tier 1/2 issues independently
Define, document, and enforce support standards, best practices, and procedures for the field support team
Manage staffing levels, scheduling, and coverage to ensure consistent service delivery across the corporate office

IT Operations

Image, configure, deploy, and manage Windows and macOS endpoints and iOS/Android mobile devices via MDM (Intune)
Partner with the broader IT organization on asset management, hardware refresh cycles, and procurement
Maintain accurate inventory of corporate HQ assets
Contribute to IT projects including office moves, hardware refreshes, and new technology rollouts

Qualifications:
Required

Bachelor''s degree in Information Technology, Computer Science, or a related technical field
7+ years of progressive IT field support / desktop support experience, with at least 2–3 years supporting executives or VIP users, and 2+ years in a people management role
Exceptional customer service and communication skills — written, verbal, and interpersonal; able to interact confidently and professionally with C-suite executives and senior corporate stakeholders
Strong hands-on experience supporting Windows 11, macOS, iOS, and Android devices across a corporate environment, including Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
Experience supporting and troubleshooting AV systems, video conferencing platforms (Teams, Zoom, Webex), and large-screen display technologies
Demonstrated ability to work independently, prioritize competing demands, and exercise sound judgment under pressure
High degree of professionalism, discretion, and reliability — comfortable handling sensitive and confidential information
Willingness and ability to travel regionally, nationally, and occasionally internationally (approximately 20–30%) with occasional short-notice requirements
Valid driver''s license

Preferred

Experience in a Fortune 500 or large-scale enterprise corporate headquarters environment
Experience with ServiceNow for incident management, request fulfillment, and asset tracking
Experience with endpoint management tools (SCCM and Microsoft Intune)
Industry certifications such as CompTIA A+, Microsoft Modern Desktop (MD-102), or ITIL Foundation
Prior experience managing or leading a field support or desktop support team in a corporate environment

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91129433
Position Id: 26-00401
Posted 10 hours ago

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