Desktop Support Manager Job Description [Updated for 2024]

desktop support manager job description

In the world of modern computing, the focus on Desktop Support Managers has become paramount.

As technology evolves, the demand for skilled professionals who can maintain, troubleshoot, and secure our desktop environments continues to grow.

But what does a Desktop Support Manager truly do?

Whether you are:

  • A job seeker trying to understand the core responsibilities of this role,
  • A hiring manager formulating the perfect candidate profile,
  • Or simply fascinated by the complexities of desktop support management,

You’ve come to the right place.

Today, we present a fully customizable Desktop Support Manager job description template, designed for effortless posting on job boards or career sites.

Let’s dive right into it.

Desktop Support Manager Duties and Responsibilities

Desktop Support Managers are responsible for overseeing the operation of a company’s computer systems and ensuring that technical support is provided to all system users.

They often manage a team of Desktop Support Technicians and work closely with them to troubleshoot and solve issues.

Their duties and responsibilities include:

  • Managing and leading a team of Desktop Support Technicians
  • Establishing and implementing desktop support policies and procedures
  • Overseeing the maintenance and upgrade of hardware and software systems
  • Coordinating with other IT professionals to ensure efficient system operations
  • Providing technical support and guidance to users
  • Monitoring system performance and troubleshooting issues
  • Ensuring all help desk requests are addressed in a timely and effective manner
  • Developing and implementing training programs for users
  • Keeping abreast of the latest IT trends and technologies
  • Creating reports on help desk performance and system issues
  • Maintaining inventory of all equipment, software, and software licenses
  • Managing vendor relationships and overseeing the purchase of hardware and software products

 

Desktop Support Manager Job Description Template

Job Brief

We are seeking a skilled and experienced Desktop Support Manager to oversee our company’s desktop support team.

You will be responsible for managing all aspects of desktop support, including user support, system updates, and software implementation.

The ideal candidate will have a solid technical background, combined with customer service experience.

A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

 

Responsibilities

  • Manage and oversee desktop support team operations
  • Manage the processing of incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Develop and implement policies and procedures to ensure timely and effective technical support to all users
  • Oversee the development of software and hardware updates and configurations
  • Track and analyze trends in Help Desk requests and generate statistical reports
  • Assess need for any system reconfigurations (minor or significant) and execute them if required
  • Handle personnel duties for team such as hiring, training, and scheduling
  • Collaborate with other managers and staff members in order to formulate and implement policies, procedures, goals, and objectives

 

Qualifications

  • Proven experience as a Help Desk Manager or similar role
  • Strong knowledge of technical management, information analysis and of computer hardware/software systems
  • Experience with remote desktop applications and help desk software
  • Hands-on experience with Windows/Mac OS environments
  • Excellent written and verbal communication skills
  • Ability to manage and prioritize tasks and projects
  • BSc/BA in Information Technology, Computer Science, or related field

 

Benefits

  • 401(k)
  • Health insurance
  • Dental insurance
  • Retirement plan
  • Paid time off
  • Professional development opportunities

 

Additional Information

  • Job Title: Desktop Support Manager
  • Work Environment: Office setting with occasional remote work. Some travel may be required for meetings or onsite support.
  • Reporting Structure: Reports to the IT Director or CIO.
  • Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
  • Pay Range: $80,000 minimum to $120,000 maximum
  • Location: [City, State] (specify the location or indicate if remote)
  • Employment Type: Full-time
  • Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Desktop Support Manager Do?

A Desktop Support Manager is a vital part of any IT team, typically working for corporations across all sectors, managing the team that provides technical support to the employees.

They oversee the resolution of hardware, software, and network-related issues that may impact individual employees or the organization at large.

This might include troubleshooting issues with desktop computers, managing software installations, updates, and conducting regular system checks.

Desktop Support Managers also have a crucial role in maintaining documentation on problems and their resolutions, contributing to a knowledge base that helps solve future issues more efficiently.

They work closely with the IT department to streamline support procedures and ensure the support team is knowledgeable and well-equipped to handle all tech-related issues.

Their role also involves interacting directly with end-users, understanding their technical issues, and providing solutions or escalating it to the appropriate team.

Furthermore, they are responsible for managing resources, tracking support tickets, and providing detailed reports on technical issues and response times to upper management.

In addition to handling these technical tasks, a Desktop Support Manager often has management responsibilities, including hiring, training, and performance evaluation of desktop support staff.

They also ensure that the team is updated with the latest technology trends and tools.

 

Desktop Support Manager Qualifications and Skills

A Desktop Support Manager should have the skills and qualifications necessary to lead a team of IT professionals, ensure excellent customer service, and manage an organization’s desktop infrastructure.

This includes:

  • Technical knowledge and experience in troubleshooting desktop hardware and software issues.
  • Strong management and leadership skills to oversee the performance of a desktop support team.
  • Exceptional problem-solving skills to identify, analyze, and resolve system failures and software issues.
  • Excellent interpersonal and communication skills to liaise with staff, management, and vendors, and to provide training and support to team members.
  • Customer service skills to ensure user satisfaction and to handle user complaints or suggestions.
  • Project management skills to implement and manage multiple projects simultaneously and ensure they are completed in a timely and efficient manner.
  • Understanding of ITIL processes and procedures for delivering IT services.
  • Ability to create and manage budgets, negotiate contracts, and work with vendors.
  • Knowledge of common operating systems, software applications, and remote connection systems.

 

Desktop Support Manager Experience Requirements

A Desktop Support Manager generally requires at least 5-7 years of experience in IT support or a related field.

This experience often involves a combination of practical, hands-on experience and a theoretical understanding of computer systems, networks, and software.

In the early stages of their careers, these professionals may gain experience in roles such as IT Technician, Network Administrator, or Help Desk Specialist.

These roles often provide foundational skills in troubleshooting, system management, and customer service that are crucial for a Desktop Support Manager.

Candidates with around 3-5 years of experience may have further developed their technical skills and have had some exposure to team leadership or project management roles.

They may have worked as Senior IT Technicians or Network Engineers, roles which often involve coordinating team efforts, managing complex technical projects, and liaising between different stakeholders.

Those with more than 5 years of experience are typically ready for a managerial role.

In addition to their technical expertise, they should also have developed strong leadership skills, an understanding of strategic planning, and the ability to manage a team.

They may have gained this experience in roles such as IT Team Lead or IT Project Manager.

In addition to this practical experience, many employers also value Desktop Support Managers who have pursued further education or certifications, such as a master’s degree in Information Technology or certifications in specific systems or software.

 

Desktop Support Manager Education and Training Requirements

A Desktop Support Manager usually holds a bachelor’s degree in computer science, information technology, or a related field.

They should have robust knowledge of computer software and hardware, including different versions of Windows, MacOS, Linux, and various other software applications.

Experience in a technical support role is essential, usually around 3-5 years, along with proven management or team leading skills.

For some positions, especially in larger organizations or specific industries, a master’s degree in information systems management or a related discipline could be beneficial.

Certification in IT service management, such as ITIL (Information Technology Infrastructure Library) or CompTIA A+ could be advantageous.

These demonstrate an individual’s competence in areas such as managing incidents, service requests, and problems; managing the IT infrastructure; and troubleshooting.

Continued professional development is necessary in this role due to the rapidly changing nature of technology.

This may include keeping abreast of the latest software applications, hardware developments, and IT service management methodologies.

 

Desktop Support Manager Salary Expectations

The average salary for a Desktop Support Manager is approximately $88,171 (USD) per year.

However, actual income may vary based on factors such as experience, certifications, the size of the company, and location.

 

Desktop Support Manager Job Description FAQs

What skills does a Desktop Support Manager need?

A Desktop Support Manager requires a mix of technical and interpersonal skills.

They should have knowledge of operating systems, software applications, and hardware.

They should also understand network systems and be able to troubleshoot various technical problems.

In terms of interpersonal skills, they should have strong communication skills to effectively relay information to their team and to other departments.

Leadership, problem-solving, and customer service skills are also important for managing their team and ensuring customer satisfaction.

 

Does a Desktop Support Manager need a degree?

Most companies require a Desktop Support Manager to have a bachelor’s degree in Computer Science, Information Technology or a related field.

However, extensive work experience in desktop support or a related area can sometimes compensate for the lack of a degree.

Further qualifications, like certifications in ITIL or Microsoft Certified IT Professional, can be beneficial.

 

What should you look for in a Desktop Support Manager resume?

Look for a solid technical background, demonstrated leadership skills, and experience in managing a team.

They should have experience in troubleshooting and resolving desktop or network issues.

Certifications from recognized IT institutions can also be a plus.

Additionally, a good Desktop Support Manager should demonstrate strong problem-solving abilities and exceptional customer service skills.

 

What qualities make a good Desktop Support Manager?

A good Desktop Support Manager should be tech-savvy and always willing to learn about new technologies and systems.

They should possess excellent leadership skills to manage their team effectively and foster a positive working environment.

They should also be good problem solvers, able to think on their feet to resolve technical issues promptly.

Finally, they should have excellent customer service skills, as they often interact with users who may be frustrated or non-technical.

 

What are the daily duties of a Desktop Support Manager?

A typical day for a Desktop Support Manager might involve overseeing the resolution of helpdesk tickets, managing the support team, and ensuring service level agreements (SLAs) are met.

They may also be involved in project management for system upgrades, staff training, and maintaining relationships with vendors.

Furthermore, they may participate in strategic planning related to the IT needs of the company.

 

Conclusion

And there we have it.

Today, we’ve delved deep into the true essence of being a Desktop Support Manager.

Surprise, surprise?

It’s not just about troubleshooting and fixing issues.

It’s about shaping the future of IT support, one desktop at a time.

Armed with our comprehensive Desktop Support Manager job description template and practical examples, you’re ready to make your next move.

But why limit yourself?

Go beyond the surface with our job description generator. It’s your gateway to crafting precision-based job listings or fine-tuning your resume to perfection.

Remember:

Every desktop problem solved is a step towards a smoother IT landscape.

Let’s shape that future. Together.

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