Desktop Support Manager - Boston
4 hours ago
Job description
Manager, Desktop SupportIndustry:
Healthcare
Hybrid - 4 Days Onsite in Boston
Contract-To-Hire
Role Overview
This role is responsible for leading and optimizing frontline technology support services across multiple institutional locations.
The Manager, End User Support Services ensures dependable, secure, and responsive delivery of computing services for employees operating in clinical, research, and corporate settings.
The position oversees daily operations for end-user devices and applications, manages a team of support professionals, and partners closely with infrastructure, security, and enterprise IT groups to maintain service quality, compliance, and operational consistency.
Success in this role requires strong people leadership, operational discipline, and the ability to balance hands-on technical oversight with service delivery excellence in a mission-critical environment.
Key AccountabilitiesPeople Leadership & Team Performance
Lead, coach, and develop a team of end-user support professionals across multiple sites.
Set performance expectations through regular check-ins, feedback, and formal evaluations.
Manage staffing coverage, onboarding, workload distribution, and escalation pathways.
Promote a service-oriented culture focused on accountability, professionalism, and user satisfaction.
Service Delivery & Daily Operations
Oversee onsite and walk-up support operations, ensuring consistent service levels across locations.
Monitor and drive resolution of incidents and service requests, including complex escalations.
Ensure accurate ticket handling, documentation, and SLA compliance using an enterprise ITSM platform.
Coordinate device lifecycle activities including provisioning, refreshes, repairs, returns, and secure decommissioning.
Endpoint & Technology Oversight
Ensure reliable support for desktops, laptops, mobile devices, peripherals, printers, and specialized equipment.
Partner with endpoint engineering teams on device management, imaging, encryption, and compliance tooling.
Provide oversight for operating system support, application issues, performance troubleshooting, and connectivity problems.
Validate escalations and collaborate with security, infrastructure, and third-party partners as required.
Standards, Process & Compliance
Establish and maintain operational procedures, runbooks, and internal knowledge documentation.
Identify inefficiencies and lead continuous improvement initiatives across support workflows.
Ensure adherence to organizational security, privacy, and regulatory requirements.
Maintain audit readiness related to device compliance, access controls, and endpoint standards.
Stakeholder & Cross-Team Collaboration
Work closely with clinical, research, and administrative leaders to align support services with business needs.
Partner with enterprise IT, network, telecom, and project teams on shared initiatives and rollouts.
Serve as the operational point of contact for endpoint-dependent programs and technology changes.
Asset, Budget & Resource Management
Oversee local inventory tracking, procurement coordination, shipping/receiving, and asset accountability.
Ensure responsible use of technology resources in line with budgetary and operational guidelines.
Project & Initiative Support
Support enterprise technology initiatives such as OS upgrades, device management transitions, and location moves.
Act as the operational lead for projects involving specialized or high-impact end-user technology deployments.
Required Qualifications
Bachelor's degree required.
5+ years of experience in end-user computing, desktop support, or IT service operations.
Minimum of 2 years managing or leading technical support teams.
Strong working knowledge of:
Windows 10/11 and macOS environments
Mobile device management concepts
Enterprise endpoint hardware and peripherals
ITSM platforms (e.g., ServiceNow or equivalent)
Device encryption, imaging, and remote management tools
Preferred Background
Experience supporting healthcare, research, or other highly regulated environments.
Hands-on exposure to modern endpoint management platforms (Intune, JAMF, SCCM/Endpoint Manager).
Familiarity with ITIL practices or formal service management frameworks.
Ability to communicate effectively with technical teams, clinicians, and executive stakeholders.
Core Capabilities
Team Leadership and Talent Development
Operational Planning and Prioritization
Customer-Focused Service Delivery
Technical Judgment and Problem Resolution
Cross-Functional Collaboration
Process Design and Documentation
Adaptability in High-Demand Environments
Work Environment
Primarily onsite across multiple campus or office locations.
Occasional evening or weekend support for major rollouts or critical incidents.
Physical requirements include handling and transporting computer equipment as needed.
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