Desktop Operations Manager

Desktop Operations ManagerVadnais Heights, MN (On-site) IP Corporation is a leading manufacturer of specialty chemicals and materials used across a wide range of industries, including marine, transportation, infrastructure, and industrial manufacturing. Headquartered in Vadnais Heights, Minnesota, IP Corporation operates multiple businesses across North America, delivering innovative solutions through our Interplastic, North American Composites, Molding Products, and HK Research divisions. Our success is driven by talented people who take ownership, collaborate across teams, and continuously improve the way we work. At IP Corporation, you'll find opportunities to make a meaningful impact while helping modernize and scale a growing organization. What You'll Do As A Desktop Operations ManagerThe Desktop Operations Manager owns the delivery, reliability, and continuous improvement of endpoint services across office, manufacturing, and remote environments. This role leads the Desktop Operations team and ensures the stability, security, and scalability of enterprise endpoints and collaboration tools. This position expands beyond day-to-day ticket oversight and focuses on endpoint lifecycle management, identity integration, operational maturity, and improving the overall end-user technology experience. What You Can Expect To Do As A Desktop Operations ManagerEndpoint & Collaboration Management Own the Windows endpoint lifecycle including standards, deployment, configuration, patching, asset management, and retirement Ensure effective integration between endpoint management platforms such as Intune and SCCM/ConfigMgr and identity platforms including Active Directory and Entra ID Partner with Infrastructure, Security, and Identity teams to enforce device access controls and endpoint authentication standards Oversee the health and operational standards for end-user collaboration platforms, including Zoom deployment, configuration, and support readiness Operational Excellence Lead Desktop Operations services aligned with ITIL practices including Incident, Request, Problem, and Change management Establish consistent ticket categorization, prioritization, and escalation standards within the service management platform Drive problem management initiatives to eliminate recurring endpoint and access-related issues Develop and maintain standard operating procedures (SOPs), knowledge base documentation, and service standards Leadership & Team Development Lead, coach, and develop Desktop Operations staff including technicians and contractors Set clear expectations, priorities, and accountability for operational outcomes Serve as the decision maker for desktop operational priorities and workload management Resolve competing priorities and resource allocation across endpoint support activities Metrics & Continuous Improvement Track and manage Desktop Operations KPIs such as SLA performance, ticket aging, repeat incidents, and endpoint health trends Provide operational reporting to IT leadership highlighting service performance and improvement opportunities Reduce ticket volume through process improvements, standardization, automation, and preventative controls Cross-Functional Collaboration Partner with Infrastructure, Security, Identity, and Applications teams to align endpoint services with enterprise technology strategy Coordinate Desktop Operations participation in major incidents affecting endpoint access, authentication, or collaboration platforms Represent Desktop Operations in planning discussions that impact end-user technology and identity management What We Are Looking For In A Desktop Operations Manager5+ years of experience in Desktop or Endpoint Operations including hands-on Windows support 2+ years of leadership or managerial experience with direct team oversight Strong experience managing Windows endpoints and endpoint management tools such as Intune, SCCM/ConfigMgr, or MDM platforms Working knowledge of Windows Active Directory and Microsoft Entra ID concepts including device join, authentication, group policy, and access control Familiarity with ITIL service management practices Experience supporting manufacturing, plant, or operational environments is strongly preferred Familiarity with hybrid identity environments (on-prem Active Directory and Entra ID) ITIL Foundation certification or higher Experience improving endpoint reliability through automation, standardization, or preventative design Exposure to endpoint security and compliance tools Why IP Corporation? Positive, challenging and supportive work environment Competitive benefits, including dental, vision, generous PTO, 401(k) with company match and more Freedom to innovate and make a difference in a vibrant, values-driven company that cares about its people IP Corporation is an equal opportunity employer and encourages diversity in the workplace. If you are an experienced IT operations leader who enjoys improving systems, leading teams, and delivering reliable technology services, we encourage you to apply and join our team.