Manager, Desktop Support

As a Manager, Desktop Support at ecoATM, you will oversee the IT Service Desk team, manage desktop and laptop support across remote environments, and lead IT projects focused on infrastructure upgrades. You will utilize an ITIL-centered approach to improve service support phases, explore innovative solutions for remote support, and partner with vendors to manage application services. Leading a team of IT admins and technicians, you will ensure high-quality service delivery while maintaining a positive work culture.

Candidates applying for the Manager, Desktop Support position at ecoATM should ideally have a Bachelor's degree in Information Technology or a related field, along with at least 7 years of professional experience in IT management roles with a focus on remote support. Proven experience in project management, familiarity with ITIL processes, and a strong understanding of desktop environments is essential to excel in this role.

At ecoATM, we believe that our employees are our greatest asset. As a Manager, Desktop Support, you'll receive guidance and coaching for your career development. We emphasize continuous improvement and encourage our team members to explore new technologies and strategies. You will also have the chance to work on impactful projects, fostering both personal skills and professional knowledge in a supportive environment.

To succeed as a Manager, Desktop Support at ecoATM, it's important to have expertise in IT service support models and familiarity with ticketing solutions such as Jira. Knowledge of remote desktop management tools like Intune and JAMF, along with strong competencies in both Windows and MacBook environments, is essential. Experience in managing SaaS vendors and cloud infrastructures, particularly AWS, will be beneficial as well.

The work environment for the Manager, Desktop Support at ecoATM is remote-first, promoting flexibility and work-life balance. You will be part of a dynamic, innovative team passionate about technology and sustainability. Our culture emphasizes collaboration, accountability, and continuous learning—making it an inviting place to thrive as you lead the IT Service Desk team in delivering exceptional support.

When answering this question, focus on your leadership philosophy—whether you prioritize collaboration, empowerment, or accountability. Share examples of how you've supported your team members in previous roles, illustrating your commitment to fostering an environment that encourages professional growth and innovation.

Discuss your experience with ticketing systems and your approach to prioritizing tasks based on urgency and impact. Mention any ITIL frameworks you've utilized to manage workload effectively, possibly including metrics or specific examples of how you improved response times or customer satisfaction.

Share the specific strategies you've implemented to develop your team, such as regular feedback sessions, training programs, or mentorship opportunities. Emphasize your belief in continuous learning and how you've fostered a culture of accountability that inspires your team to excel.

Provide an example of a specific project you led as a Manager, Desktop Support, detailing the challenges you faced and how you overcame them. Focus on your strategic planning, coordination with vendors, and how you communicated with your team and stakeholders throughout the project.

Discuss your familiarity with tools like Intune and JAMF, and share examples of how you leveraged them to support users in remote and hybrid environments. Explain how these tools have helped streamline desktop management and improve service delivery.

Talk about your understanding of relevant standards such as ISO 27001 and how you've implemented policies and practices to ensure compliance across your team. Provide examples of audits you’ve participated in and how you addressed any findings.

Share the specific metrics you have tracked in previous roles—such as ticket resolution times, user satisfaction scores, or incident rates. Describe how you utilized this data to make informed decisions and drive service improvements within the IT support team.

Provide insights into how you've managed vendor relationships in past roles, including how you assessed vendor performance and negotiated terms. Highlight your understanding of services as a solution and how vendor management has contributed to project success.

Emphasize your commitment to professional development by mentioning relevant certifications, online courses, and industry events you attend. Talk about how you apply this knowledge in your role to evaluate and implement new technologies to enhance service delivery.

Describe your structured problem-solving approach, including how you gather information, diagnose issues, and implement solutions. Share a specific example of a complex problem you successfully resolved and the impact it had on your team or organization.