Desktop Support Manager

Portneuf Health is seeking a Desktop Support Manager to lead the day-to-day operations of its Desktop Support team at its onsite location in Westwood, NJ. In this role, you will help ensure technical issues are resolved efficiently, support processes keep improving, and end-user satisfaction remains consistently high.

You will supervise desktop support technicians, work closely with other IT divisions, and maintain organization-wide standards for desktop hardware, software, and related services. The position also includes managing escalations, driving knowledge sharing through self-service resources, and partnering with vendors and service providers to coordinate repairs and warranty activity.

What you’ll do

• Recruit, train, mentor, and evaluate Desktop Support Technicians, including assigning tasks, setting goals, and tracking performance metrics while fostering a collaborative service-focused environment.
• Oversee escalation of complex technical issues by guiding technicians in problem-solving and ensuring support tickets are properly triaged, prioritized, and resolved promptly.
• Develop and maintain knowledge base articles, FAQs, and self-service tools to support faster issue resolution.
• Establish and enforce policies, procedures, and best practices for desktop computing, software deployment, and endpoint security, and monitor compliance with corporate standards for IT equipment and software.
• Manage allocation and inventory of desktop hardware, peripherals, and software licenses, partnering with procurement to plan and forecast equipment needs and budget.
• Act as a primary liaison between end users, the Desktop Support team, and other IT functions by providing regular status updates, metrics, and project reports to senior leadership.
• Coordinate with vendors and service providers for repairs, warranty claims, and technical updates.
• Identify opportunities to improve efficiency and reduce costs in desktop support operations, implementing new tools, technologies, or processes to enhance service delivery and end-user satisfaction.

What you bring

• Bachelor’s Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• 5+ years of hands-on desktop support or IT service desk experience.
• 2+ years in a supervisory or managerial role leading technical teams.
• Proficiency with Windows and Mac operating systems, common business applications such as Microsoft 365, and endpoint management tools.
• Understanding of Active Directory, group policies, and basic networking concepts.
• Ability to communicate clearly with both technical and non-technical staff.

Technologies you’ll work with

• Windows
• Mac
• Microsoft 365
• Endpoint management tools
• Active Directory
• Group policies

Preferred qualifications

• Familiarity with ITIL frameworks such as Service Desk, Incident Management, and Problem Management.
• Certifications such as A+, Network+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.