Enterprise Desktop Support Manager

Job Summary

A company is looking for a Manager of Enterprise Desktop Support.

Key Responsibilities

• Administer and support SaaS applications while serving as Tier II/III escalation for complex technical issues
• Manage and optimize ticket workflows within Jira Service Management
• Monitor ticket trends and system alerts to proactively prevent recurring incidents and service disruptions

Required Qualifications

• 7+ years of experience providing methodical technical support with a focus on customer service
• Prior experience leading a Helpdesk team with direct reports
• Proficiency with modern ITSM/ticketing platforms such as ServiceNow or Jira Service Management
• Experience supporting enterprise environments of 1,000+ users
• Adept understanding of Microsoft 365, Intune, and Windows 11 administration