IT Manager - Desktop Support

Responsibilities

• Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts
• Oversee workload distribution, employee performance, and career development planning
• Ensure timely response and resolution of incidents and service requests in accordance with SLAs
• Monitor and improve service quality, operational efficiency, and end-user satisfaction
• Oversee support and maintenance of end-user technologies including desktops, laptops, Mac systems, and virtual workstations
• Partner with infrastructure and application teams to resolve escalated incidents
• Support technology deployments, upgrades, and hardware lifecycle management

Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent experience
• 5 to 10 years of progressive IT support experience including leadership
• Experience leading technical support teams, preferably in a Tier 2 environment
• Strong knowledge of Windows and Mac operating systems
• Experience supporting virtual desktop or virtual workstation environments
• Demonstrated ability to manage SLAs and service metrics
• Strong troubleshooting and problem-solving skills

Preferred Qualifications

• Experience leading distributed or multi-site support teams
• Experience supporting remote employees or field-based users
• IT certifications
• Experience with scripting, automation, or endpoint management tools
• Knowledge of ITIL or other IT service management frameworks

About the Company

Horace Mann was founded in 1945 to provide quality, affordable insurance for educators. Today, they serve more than 4,100 school districts nationwide and are a publicly traded company on the NYSE.