Manager, Desktop Engineering

Job Description

To supervise and coordinate desktop support by providing technical guidance, knowledge, and support of university-managed IT resources including, but not limited to: Networked and Stand-Alone Workstations, Laptops, Mobile Devices and Virtual Desktops, Cloud Services such as Box or Office 365, Local and Networked Printers and Client and Server-Side applications. Exercise excellent customer service skills in support of all faculty and staff members of the University through building relationships, documenting work clearly and completely, following up and following through on your commitments, learning continuously and delivering solid operational metrics.

To lead and manage the delivery of desktop support services within the engineering support area by following strategic direction, allocating resources effectively, and ensuring operational excellence in support of university-managed IT resources, including but not limited to networked and stand-alone workstations, laptops, mobile devices, virtual desktops, Office 365, local and networked printers, and client/server-side applications. Foster a culture of exceptional customer service for all faculty and staff by building strong relationships, driving process improvements, ensuring accurate documentation, and monitoring performance metrics. Champion continuous learning and professional development within the team while aligning support operations with institutional goals and compliance standards.

Minimum Qualifications

• Comprehensive experience administering and optimizing enterprise endpoint environments, supported by deep expertise in Windows, macOS, Linux, iOS, and Android systems, along with hardware and peripheral architectures, to develop configuration standards and enforce operational best practices.
• Working knowledge of Supervising, mentoring, and developing desktop support technicians, student workers, and lab support staff.
• Utilize service management platforms such as ServiceNow, PeopleSoft, and similar enterprise systems to manage incidents, requests, asset records, and change workflows, ensuring accurate documentation, efficient resolution processes, and alignment with IT service management best practices.
• Considerable experience troubleshooting complex, interdisciplinary computing setups, including specialized research software or instrument‑connected workstations.
• Familiarity with university purchasing processes, grant-funded equipment, and bulk-order cycles.
• Fluency with remote monitoring and management tools, such as Goto Resolve, Dameware, NinjaOne, and BeyondTrust for managing distributed teams and systems.
• Working knowledge of Linux distributions and associated management tools, as well as the ability to guide automation initiatives through scripting in PowerShell, VBScript, or Batch.

Additional Considerations