Desktop Support Manager

Desktop Support Manager Jobs

2 jobs found

Today

Desktop Support Team Lead

Leidos Arlington, VA

Arlington, VA

Today

$73k - $133k/yr Full time Manager Cloud Platform Cloud Platforms

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Job Description

Leidos is seeking a Desktop Support Team Lead to serve as a frontline technical and operational leader for the AFNCR IT Services program at The Pentagon in Arlington, VA. In this onsite role, you will direct and mentor desktop support teams supporting DAF personnel, with a focus on high availability, fast resolution, and dependable service delivery.

You will oversee routine requirements and walkup helpdesk and asset management activities, while coordinating escalations across technical partners to keep critical systems functioning for USAF and USSF customers.

Role Overview

Direct, mentor, and schedule a small-to-medium-sized team of Tier I/Tier II desktop support technicians, routine requirements personnel, and walkup desk specialists at the Pentagon.
Supervise and prioritize incident, service request, and work order queues in BMC Remedy and ServiceNow to maintain strict adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
Serve as the primary escalation point for complex technical issues, VIP/senior leader inquiries, and critical system outages; coordinate with Tier III network engineering, systems administration, DISA JSP, and vendor partners.
Monitor productivity, first-contact resolution rates, equipment turnaround cycles, and ticket backlog trends; provide regular status briefings to program management.
Establish and update standard operating procedures, onboarding materials, troubleshooting runbooks, and quality control guidelines.

Customer Support and Onsite Execution

Provide white-glove, customer-focused walk-in technical support for Pentagon-based DAF personnel (USAF and USSF).
Perform hands-on diagnosis, hardware break/fix, peripheral replacements, and software troubleshooting at the walkup service counter.
Enforce chain-of-custody for all deployed, exchanged, and returned hardware assets, including accurate logging of serial numbers, property tags, and associated ticket numbers.
Coordinate with the 844th Communications Group, 844th Communications Squadron, and Unit Resource Advisors (URAs) regarding workstation allotments, equipment exchanges, and asset tracking.
Maintain an organized, well-stocked hardware exchange room and ensure technical knowledge articles are continually updated.
Plan, schedule, and oversee technical execution for office moves, desk reconfigurations, workstation hardware refreshes, and conference setup needs across the Pentagon.
Collaborate with Pentagon facilities, LAN/network operations, and cable plant teams to ensure seamless physical move and installation execution.

Advanced Troubleshooting and Compliance

Align with the HQ Software License Manager to ensure software license compliance and prevent unauthorized or unapproved software installations.
Provide advanced Tier II/Tier III troubleshooting for Windows operating systems, Microsoft 365/Office, specialized DoD mission software, secure VPN clients, and networked peripherals.
Diagnose and resolve complex identity and authentication issues involving Common Access Cards (CAC), smart card readers, and PKI certificates.
Supervise account provisioning, security group memberships, and organizational unit (OU) tasks within Microsoft Active Directory.
Troubleshoot physical Layer 1 network connectivity issues (CAT5e/CAT6 cabling, single-mode/multi-mode fiber, patch panels, SFP modules) and assist network teams with basic port assignments and VLAN verifications.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field with 4+ years of relevant IT end-user support experience; OR Master’s Degree with 2+ years, with additional experience considered in lieu of a degree.
Active DoD Secret Security Clearance (adjudicated within the past 6 years) with eligibility to obtain higher levels if required.
CompTIA Security+ CE (or equivalent IAT Level II baseline certification).
Demonstrated experience leading, scheduling, and mentoring junior technicians, managing ticket queues, and handling customer escalations in a fast-paced enterprise environment.
Hands-on operational experience using enterprise ITSM ticketing systems (e.g., BMC Remedy, ServiceNow).
Expertise in Windows 10/11 enterprise desktop administration, Active Directory, and standard enterprise applications.
In-depth experience troubleshooting CAC/PKI authentication, DoD network environments, and secure communications tools.
Hands-on knowledge of Layer 1 network components (copper/fiber cabling, patch panels, SFPs) and foundational networking concepts (DHCP, DNS, TCP/IP, VLANs).
Willingness to support occasional after-hours maintenance windows or VIP mission surge requirements, including participation in an on-call rotation as needed.
Ability to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) up to 40 lbs.
Ability to traverse Pentagon rings, corridors, and secure spaces daily to support customer requirements.

Technologies

BMC Remedy, ServiceNow
Windows 10/11, Microsoft 365, Microsoft Office
Active Directory, Common Access Cards (CAC), PKI certificates
CAT5e, CAT6, single-mode/multi-mode fiber, patch panels, SFP modules
DHCP, DNS, TCP/IP, VLANs
Secure VPN clients, CompTIA Security+ CE
DISA JSP

Work Location and Schedule

Work location: 100% onsite at the Pentagon, Arlington, VA.
Work schedule: Occasional after-hours maintenance windows or VIP mission surge requirements, including on-call rotation as needed.

Benefits and Pay

Health and Wellness programs
Income Protection
Paid Leave
Retirement

Pay range: USD 73,450 - 132,775 per year.

Posting Details

Original posting date: November 12, 2026.

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3d ago

Desktop Support Supervisor

GTS Technology Solutions Dallas, TX

Dallas, TX

3d ago

$76k - $81k/yr Full time Manager Cloud Platform Cloud Platforms

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Job Description

GTS Technology Solutions is seeking a Desktop Support Supervisor to lead the day-to-day operations of its Desktop Support function. This onsite role in Dallas, TX centers on directing a team of technical support professionals while ensuring reliable service delivery for customer stakeholders and internal partners.

You will oversee ticket flow, SLAs, escalations, and endpoint deployments, while also helping develop team members through coaching, performance feedback, and accountability. The position supports day-to-day coverage planning and collaborates across Service Desk, infrastructure, network, security, Microsoft 365, application, and vendor teams to resolve complex issues.

What you will do

Lead, coach, and support Desktop Support Team Leads and technicians.
Manage daily staffing needs, including schedules, workload distribution, PTO, timesheets, and coverage.
Run one-on-ones, provide performance feedback, and support employee development and accountability.
Assist with interviewing, onboarding, training, and performance management.
Oversee Desktop Support tickets, service requests, escalations, deployments, and project work.
Monitor SLAs, ticket aging, backlog, MTTR, quality, and customer satisfaction to meet service expectations.
Ensure tickets are properly documented, updated, prioritized, and escalated when required.
Coordinate laptop and desktop deployments, refreshes, equipment replacements, and asset tracking.
Act as an escalation point for complex technical issues and high-priority customer requests.
Partner with cross-functional teams to resolve issues spanning infrastructure, network, security, Microsoft 365, applications, and vendors.
Identify service or process gaps and help improve Desktop Support procedures and the overall customer experience.

What you bring

3+ years of experience in Desktop Support, endpoint services, technical support, or a related enterprise IT environment.
Supervisory or people-management experience is strongly preferred.
Experience managing technical staff, workloads, escalations, staffing coverage, and customer expectations.
Working knowledge of ITIL/ITSM, SLAs, KPIs, ticket management, and escalation processes.
Strong understanding of Windows endpoints, Microsoft 365, hardware, software, peripherals, deployments, and enterprise Desktop Support.
Leadership, communication, organization, and customer-service skills.
Experience with enterprise ITSM/ticketing platforms is preferred.
CompTIA A+ and ITIL certification or equivalent knowledge is a plus.
Must successfully pass a Criminal Justice Information Systems (CJIS) background check upon hire.
Ability to lift and maneuver computer equipment up to 35 lbs.
Ability to travel between supported customer locations as needed.
Flexibility to occasionally support after-hours deployments, major incidents, special events, or other critical operations.

Technology focus

ITIL, ITSM, SLAs, KPIs
Windows
Microsoft 365
CJIS

Location and pay

Location: Dallas, TX (onsite, in person)
Salary: $76,000.00 - $81,000.00 per year
Minimum experience: 3 years
Education: High school or equivalent

Benefits

401(k)
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance

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