Onsite Deskside Support Manager

📋 Description

• Lead and manage five integrated end-user support teams consisting of 35+ support professionals
• Provide daily operational oversight for all user support services supporting equipment and
• Develop team performance goals, conduct coaching and performance reviews, and mentor staff to
• Schedule team assignments and onsite coverage strategically to ensure optimal support across
• Ensure support services meet or exceed contractual SLAs and performance metrics.
• Oversee incident management, service request fulfillment, escalation management, and service

🎯 Requirements

• Minimum 8 years of IT experience supporting enterprise technology environments.
• Minimum 6 years of management experience, preferably leading Help Desk, Service Desk, or End User
• Proven experience managing large technical teams (25–40+ staff) in a high-demand support
• Expert-level experience with ServiceNow ticketing systems and service management workflows.
• Strong understanding of ITIL-based service delivery and incident management frameworks.
• Bachelor’s degree in Information Technology, Computer Science, or related field.