Desktop Support Manager

Desktop Support Manager

Location: Bethesda, MD (Onsite with some Hybrid flexibility)

Job Overview: LCG is seeking an experienced Desktop Support Manager to lead and manage enterprise-wide end-user support services for our Client. This role is critical to ensuring high-quality IT service delivery across the Client's community of scientists, administrators, and executives. The Desktop Support Manager will oversee a team of 15+ technicians, manage large-scale deployments, ensure operational compliance, and deliver superior customer service across Windows and Mac environments.

Key Responsibilities

Team Leadership & Oversight

• Lead and supervise a desktop support team of 15+ technicians delivering daily IT support to 1,000+ Client's users.
• Develop staff schedules, assign tasks, track performance, and ensure adherence to Service Level Agreements (SLAs).
• Provide coaching, mentoring, and performance reviews to ensure a high-performing, customer-focused team.
• Foster a collaborative environment that supports Client's user community, including scientific researchers, administrators, and executives.

End-User Support Management

• Oversee desk-side and remote support for Windows and Mac operating systems, Office 365, and commonly used research/administrative applications.
• Ensure effective use of remote support tools (Bomgar, Cisco Jabber, MS Teams, Windows Remote Control) to resolve issues quickly.
• Implement troubleshooting processes for laptops, desktops, printers, scanners, mobile devices (iPhones/iPads), and A/V systems.
• Provide direct consultation and training to users on hardware/software usage and security best practices.

Device & Configuration Management

• Manage configuration, imaging, and deployment of end-user devices including Dell laptops, Apple MacBooks, and iMacs.
• Ensure compliance with Client security baselines (e.g., FIPS encryption, antivirus, patching, and endpoint protection).
• Maintain accurate inventory of devices and coordinate with Asset Management staff for lifecycle tracking.
• Oversee conference room IT systems, including audio/visual setups and meeting support.

Service Operations & Reporting

• Administer and oversee all ServiceNow operations, ensuring accurate ticket categorization, escalation, and closure.
• Generate and analyze ServiceNow reports and dashboards to identify performance trends, recurring issues, and SLA compliance.
• Deliver weekly, monthly, and quarterly reports on helpdesk performance to Client leadership and contract stakeholders.
• Recommend process improvements and technology upgrades based on trend analysis and customer feedback.

Compliance & Policy Enforcement

• Ensure all IT support operations comply with federal, HHS and NIH IT security and operational policies.
• Support compliance with Section 508 accessibility requirements, ensuring assistive technologies are available and functional.
• Enforce patching, encryption, and endpoint security requirements across all devices.
• Coordinate with Client's cybersecurity staff to resolve vulnerabilities, mitigate risks, and support audits.

Strategic & Contractual Responsibilities

• Partner with Client IT leadership (CO, COR, OIT) to align desktop support services with organizational goals.
• Provide input to IT planning, budget development, and resource allocation for desktop services.
• Participate in contract reviews, risk assessments, and quality assurance evaluations.
• Support proposal and business development activities by identifying potential enhancements or efficiencies in IT service delivery.

Requirements

• 7+ years of experience as an IT Helpdesk/Support Manager.
• 5+ years leading a team of 15+ technicians supporting 1,000+ staff.
• 5+ years supporting Windows 7/10 and macOS (10.x and later).
• 5+ years supporting Microsoft Office 365 (Word, PowerPoint, Excel).
• 3+ years with ServiceNow, including reporting and dashboards.
• Bachelor's degree in IT, Computer Science, or related field (7+ years of applicable experience may substitute).
• Active PMP required.
• Industry certifications (HDI, ITIL, CMMI, etc.) preferred.
• Familiarity with macOS 10.14+ and Windows 10 version 1909+.
• Strong knowledge of remote support tools (Bomgar or equivalent).
• Prior experience leading a team that consistently met defined Service Level Agreements (SLAs).
• Strong communication skills (oral and written) with proven ability to interact with senior leadership and technical staff.
• Demonstrated strengths in strategic thinking, multi-tasking, time management, planning, and execution.

Compensation and Benefits

The projected compensation range for this position is $100,000 to $200,000 per year benchmarked in the Washington DC Metro area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.