Job Title: Manager of Deskside Services

Location: US Remote

 

Position Summary

The Manager of Deskside Services is responsible for the leadership, coordination, and delivery of end‑user computing and on‑site support services across multiple customer environments. This role manages a blended support model that includes employees, contractors, and third‑party vendors, ensuring consistent, high‑quality service delivery for BRIDGE clients. 

The Manager of Deskside Services thrives in a fast‑paced, hands‑on environment and brings a strong customer‑service mindset, operational discipline, and people leadership skills. This role serves as a key escalation point for deskside, service desk, and client‑facing teams and plays a critical role in maintaining service quality, customer satisfaction, and operational efficiency. 

Essential Duties/Responsibilities

Service Delivery & Operations 

  • Owns day-to-day deskside support operations across multiple customer environments. 
  • Processes, prioritizes, and escalates work requests in alignment with service level objectives (SLOs). 

Team Leadership & People Management 

  • Leads and manages a distributed deskside support team, including employees and contractors. 
  • Conducts regular one‑on‑one meetings with direct reports to provide coaching, feedback, and performance support. 
  • Supports onboarding, training, and ongoing development of deskside personnel. 
  • Promotes a culture of accountability, professionalism, and customer‑focused service delivery. 

Vendor & Third‑Party Management 

  • Manages relationships with third‑party vendors and contractors, including remote‑hands and field dispatch services supporting non‑local customer locations. 
  • Monitors vendor performance, service quality, and adherence to defined expectations. 
  • Coordinates vendor engagement during incidents, projects, and escalations. 

End‑User & Technical Support Oversight 

  • Oversees deskside support for desktops, laptops, mobile devices, printers, and peripherals (Windows, macOS, and mobile platforms). 
  • Ensures high‑quality support for:  
    • Windows workstations and operating systems 
    • Microsoft 365 and Office applications 
    • Google Workspace
    • VoIP and telephony systems 
    • Basic network connectivity and troubleshooting 
    • Smartphones and tablets (Apple and Android) 
  • Provides hands‑on support as needed during high‑priority incidents or staffing gaps. 

Travel & Field Support

  • Supports on‑site service delivery as needed. 
  • Up to 50% travel (local, regional, and national) may be required based on customer needs. 

Other Duties and Responsibilities 

  • Participates as an effective team member through communication, collaboration, and problem solving. 
  • Assists in other areas of IT operations as directed. 
  • Maintains complete and accurate records of work performed and services delivered. 
  • This position may involve extended sitting, walking, standing, stooping, kneeling or crouching and lifting up-to 50 pounds.