Desktop Support Manager

Role Overview:

Manage the Desktop Support function, ensuring reliable end-user IT support, SLA adherence, team performance, endpoint management, and timely resolution of incidents.

Key Responsibilities:

• Lead and manage the L1/L2 Desktop Support team and daily operations.
• Ensure SLA/KPI compliance, ticket backlog control and timely escalations.
• Support Windows, Linux and macOS environments.
• Manage desktops, laptops, printers, peripherals, VPN and end-user applications.
• Oversee IT asset lifecycle, procurement, RMA and inventory.
• Coordinate with Network, Infrastructure, Security, DevOps and Application teams.
• Handle P1/P2 escalations and major incidents.
• Drive RCA, recurring-issue reduction and continuous improvement.
• Develop SOPs, knowledge-base documentation and troubleshooting guides.
• Manage IT support vendors and ensure service quality.
• Prepare regular management reports on SLA,tickets, aging, incidents, assets and team performance.

Technical Skills:

• Windows 10/11, Linux, macOS
• Active Directory & Group Policy
• Microsoft Office / Microsoft 365
• TCP/IP, DNS, DHCP and VPN
• Endpoint Security / EDR
• Hardware & software troubleshooting
• ITSM / Ticketing tools
• PowerShell / Shell scripting is an advantage

Key Skills:

Team Leadership | Incident Management | SLA Management | Troubleshooting | Vendor Management | Communication | Problem Solving | Continuous Improvement

Education: Bachelor's degree in IT, Computer Science, Engineering or related field. ITIL certification is an advantage.