Desktop Support Manager

The Desktop Support Manager leads desktop and laptop asset management, deployment, and end-user support operations across the organization. This role manages and develops a technical team responsible for the lifecycle of endpoint devices — including provisioning, configuration, deployment, maintenance, and refresh — while ensuring timely resolution of support issues and reliable IT service delivery. The Manager of End User Services & Asset Management drives operational excellence by optimizing asset management processes, improving service performance, and aligning technical services with organizational goals to deliver a high-quality end-user experience. 

The Technical Services Manager will: 

• Oversee IT help desk support for a diverse end-user base of approximately 8,000 employees across multiple locations including proper lifecycle management of all physical end-user technology assets. 
• Supervise and support Technical Services Analysts, ensuring efficient daily operations and resolution of critical technical issues.
• Monitor and manage service levels (SLAs), internal customer expectations, and satisfaction across all levels of the organization. 
• Identify and implement process improvements, support change management initiatives, and drive the adoption of new technologies. 
• Develop and maintain training materials for end users; oversee certification processes and onboarding for IT assets. 
• Facilitate clear communication between IT, leadership, and other departments; relay updates and manage expectations effectively. 
• Collect and analyze support trends and performance metrics to inform decision-making and continuous improvement efforts. 
• Foster a high-performing team culture through mentorship, performance evaluations, and professional development planning. 

Benefits

Merakey offers generous benefits that promote well-being, financial security, and work-life balance, including:

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay -- access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

Learn more about our full benefits package - https://www.merakey.org/careers/benefits

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year. Click here to watch a video about Merakey. Merakey strictly follows a zero-tolerance policy for abuse.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!

Qualifications

• Bachelor’s degree in computer science, computer engineering or 5 years equivalent work experience required. 
• Minimum 5 years' experience with IT helpdesk support, IT desktop support, IT network/system support or equivalent required.
• Minimum 2 years of experience supervising hybrid or remote teams. 
• Experience with high-volume IT asset/inventory management.

The ideal candidate will possess: 

• Ability to communicate effectively across all operational levels of the organization as well as with suppliers and customers, exercising appropriate tact and diplomacy to accomplish objectives.
• Ability to build, coach and motivate a high-performance technical service team, while holding the team accountable for results. 
• Ability to work effectively under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines. 
• Ability to work independently and have strong team-building skills. 
• Organized detail-oriented self-starter. 
• Customer focused attitude. 
• Travel as needed (valid driver's license required).