We’re looking for a hands-on, people-focused Desktop Manager to lead end-user IT support for a client in the Chicago area. This is an opportunity for a technically strong leader who thrives in a fast-paced environment and enjoys balancing team leadership with hands-on problem solving.
This is a newly created role and you’ll play a critical role in delivering an exceptional technology experience across the organization. The ideal candidate is highly organized, service-oriented, and comfortable jumping into technical issues while mentoring and supporting a growing IT environment.
Key Responsibilities
- Serve as the go-to IT leader for the division, delivering outstanding support and customer service to end users
- Lead and mentor desktop support efforts while remaining actively involved in troubleshooting and ticket resolution
- Manage, prioritize, and resolve IT requests, incidents, and escalations using IT service management tools
- Support high-priority and business-critical issues with urgency and professionalism
- Maintain and monitor on-premises and cloud-based systems to ensure performance, reliability, and security
- Perform system maintenance including audits, patching, backups, upgrades, and infrastructure updates
- Install, configure, and support servers, network equipment, and end-user devices
- Manage IT inventory, hardware lifecycle, and software licensing
- Drive process improvements and identify opportunities for automation and operational efficiency
- Partner closely with Corporate IT and local leadership on technology initiatives, upgrades, and deployments
- Provide cross-functional support to IT teams across additional business divisions when needed
- Ensure responsive on-site support during critical business-impacting situations
Qualifications
- Proven experience leading desktop support or end-user infrastructure teams
- Strong technical troubleshooting skills across hardware, software, networking, and cloud technologies
- Ability to successfully balance leadership responsibilities with hands-on technical work
- Experience working with ITSM platforms and service delivery best practices
- Excellent communication skills with a customer-first mindset
- Ability to manage competing priorities and adapt quickly in a dynamic environment
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