Desktop Support Manager

Chartwell Investment Partners

Remote
Hybrid (expected to be in office 2-3 days a week)
Manage help desk team
Troubleshoot it equipment and applications
Service level targets
Chartwell Investment Partners is seeking a Desktop Support Manager to lead a help desk team that resolves end-user issues in a hybrid work environment. The role emphasizes customer service, team leadership, and the ability to manage technical escalations while ensuring service level agreements are met

Job Summary

  • Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment.
  • Ensures service level targets are met through effective oversight of daily operations, including task assignments, queue management, response monitoring, escalation resolution, and client satisfaction.
  • Drives team performance by aligning goals with productivity and quality metrics.

Matching Summary

Match Score: 85

Chartwell Investment Partners is seeking a Desktop Support Manager to lead a help desk team that resolves end-user issues in a hybrid work environment. The role emphasizes customer service, team leadership, and the ability to manage technical escalations while ensuring service level agreements are met.

Skills & Requirements

Must-have

  • Manage help desk team
  • Troubleshoot IT equipment and applications
  • Service level targets
  • Team performance metrics
  • Microsoft desktop operating systems
  • Microsoft cloud services

Nice-to-have

  • Client-first approach
  • Continuous process improvement
  • Foster collaborative environment

Key Requirements

  • 5+ years of progressive experience in desktop support
  • 3 years of people leadership experience
  • Experience with ITSM tools such as ServiceNow
  • Familiarity with Modern Desktop Management platforms
  • ITIL Foundation preferred

Work Rights

Not specified

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