Manager, Desktop Administration, Enterprise Service Management

Why Ryan?

• Competitive Compensation and Benefits
• Business Connectivity Reimbursement (Phone/Internet)
• Gym Membership or Equipment Reimbursement
• LinkedIn Learning Subscription
• Flexible Work Environment
• Tuition Reimbursement After One Year of Service
• Accelerated Career Path
• Award-Winning Culture & Community Outreach

As our IT Desktop Services Manager, you will provide operational and people leadership for Desktop Administration services across Ryan's UK and European locations. You will lead a motivated team of desktop support technicians in providing end-user solutions, resolving technical issues, and delivering excellent customer support.

You will be responsible for team performance, service delivery, operational consistency, and the professional development of your team members. You will use metrics and reporting to monitor service levels, identify opportunities for improvement, and ensure alignment with Ryan's global Desktop Administration standards.

You will support all aspects of end-user IT, including purchasing, vendor management, mobile devices, A/V equipment, desktops, laptops, endpoint security, patching, software licensing, and the coordination of technology deployments and office-related IT initiatives.

Duties and responsibilities, as they align to Ryan’s Key Results

People:

• Create a positive team member experience.
• Provide direct supervision, coaching, and performance management for assigned Desktop Administration team members across the UK and Europe.
• Coordinate training of team members and identify opportunities for technical development and career growth.
• Interface with users and management at all levels throughout the business.
• Oversee staffing, workload distribution, and resource planning to maintain effective support coverage across assigned locations.
• Promote collaboration and consistent service delivery across geographically distributed teams.

Client:

• Assist your team in troubleshooting and resolving problems for all networked devices, including desktops, laptops, tablets, and mobile devices.
• Serve as a management escalation point for complex technical issues, service disruptions, and business-critical support needs.
• Build and maintain strong relationships with local business leadership to understand operational requirements and ensure effective IT support.
• Oversee onsite technology support, including executive assistance, meeting and conference room technology, and office-related IT activities.
• Coordinate with global Support Services teams to ensure effective escalation management, service continuity, and consistent support experiences across time zones.
  

Value:

• Develop new or enhance existing processes to ensure continued high service level expectations are met and exceeded.
• Monitor service delivery performance, ticket trends, and operational quality to ensure consistency, responsiveness, and adherence to established service standards.
• Prepare regular SLA reports based on standard metrics to share with IT management.
• Maintain accurate software and hardware inventory in coordination with established IT Asset Management processes and standards.
• Work with vendors to purchase equipment and maintain currency on desktop technology.
• Manage vendor work at various locations throughout assigned UK and European locations.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Engage resources and oversee project work, including technology deployments, office openings, relocations, and hardware refresh initiatives.
• Oversee the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Recommend desktop solutions that meet corporate standards.
• Coordinates hardware and software purchasing requirements in alignment with global procurement processes and established budget approvals, identifying opportunities for cost optimization.
• Oversees the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Identify opportunities to improve operational efficiency, service consistency, and resource utilization across assigned locations.
• Ensure alignment with global Desktop Administration processes while addressing local operational requirements.

Knowledge, Skills, and Abilities: 

• Ability to lead and grow strong teams.
• Ability to delegate tasks and mentor direct reports.
• Interpersonal, relationship-building, vendor, and project communication skills.
• Operating systems expertise — Windows, macOS, iOS, and Android.
• Back-office systems knowledge — Active Directory, Microsoft 365, etc.
• Desktop software knowledge — Microsoft Office, modern browsers, and enterprise applications.
• General desktop support knowledge, including hardware, software, and networking concepts.
• Knowledge of virtualization and cloud-based concepts.
• Logical troubleshooting progression.
• Adaptability.
• Attention to detail.
• Experience managing geographically distributed teams and coordinating support across multiple locations.
• Ability to analyze service performance metrics and translate findings into operational improvements.
• Strong stakeholder management, prioritization, and decision-making skills.
• Knowledge of enterprise endpoint management and ITSM platforms, including Ivanti Neurons, SCCM, Intune, JAMF, and related technologies.

Qualifications 

• Bachelor's degree or equivalent work experience.
• Minimum 5 years of progressive desktop or end-user support experience, including experience in a lead or management capacity.
• Demonstrated experience supervising technical support teams and managing service delivery within an enterprise environment.
• Enthusiasm for technology, systems, and customer support.
• Analytical problem-solving abilities.
• Excellent interpersonal and teamwork skills.
• Strong communication skills.
• Familiarity with enterprise endpoint management, remote support, virtualization, and IT service management technologies preferred.
• Existing vendor relationships are a plus.
• Experience supporting multiple offices or geographically distributed teams preferred.

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