Position Overview

We are seeking a Modern Desktop Manager to oversee our enterprise technology ecosystem, enhance processes through automation, and resolve user-reported issues. Reporting to the Sr. Director of IT Applications & Operations, you will manage daily IT operations, lead and develop your team, and ensure the secure and efficient delivery of Modern Desktop Services. Your role will focus on improving collaboration, communication, and productivity, ensuring technology services add value and help teams work more effectively and efficiently. 

Roles & Responsibilities

• Manage and develop the Modern Desktop team, fostering a collaborative and high-performing environment
• Oversee daily Service Desk and Desktop Engineering operations, including queue management and escalations
• Execute short and long-term initiatives as defined by Modern Desktop leadership
• Build relationships with key stakeholders, both in-office and remote, acting as a primary contact for IT issues, providing solutions, and facilitating communication
• Ensure policies, processes, and best practices are properly documented, maintained, and distributed
• Regularly assess system & team performance, identify issues, and implement improvements
• Maintain service quality, track response SLAs, and oversee ticket quality and NPS scores
• Build and maintain training curriculum for Modern Desktop team members
• Align project prioritization and status with leadership, escalating issues when necessary
• Automate critical processes, including employee lifecycle management
• Proactively identify and resolve recurring IT issues
• Curate, test, and implement new tools for the Modern Desktop team
• Implement IT policies and procedures following industry standards like ITIL
• Assist with all other duties as defined by Modern Desktop leadership 

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field (preferred)
• 2+ years of IT management experience, with 5+ years of IT administration / engineering experience in a fast-paced environment
• Strong SaaS administration experience including M365, Okta, Atlassian, Slack, Zoom and more
• Proven experience managing Windows & macOS devices with MDM tools (Intune, Jamf)
• Strong project management skills, with the ability to plan, execute, and oversee IT projects end to end
• Experience leading AV / conference room initiatives both onsite and remote
• Excellent communication skills, adaptable to different technical audiences
• Customer service-oriented approach to internal and external support
• Experience automating IT processes
• Knowledge of security and compliance principles from an IT perspective
• Relevant certifications in ITIL, M365, Okta are a plus

Base Compensation Range: ($120,000.00 to $140,000.00) annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.