IT Manager Desktop Support

Job DescriptionWe are seeking an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations, as well as remote field agents and remote employees across the United States.This role is based in our Springfield, Illinois office and requires full-time onsite presence.The IT Manager, Desktop Support is responsible for delivering high-quality end-user support services, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments. This leader will combine strong technical knowledge with proven people leadership to develop staff, optimize support operations, and ensure support services meet organizational needs across both onsite and remote work environments.Essential Duties and ResponsibilitiesLeadership and Team ManagementLead, coach, and develop a team of Technical Support Analysts and Senior Technical Support AnalystsOversee workload distribution, employee performance, and career development planningFoster a collaborative, customer-focused, and high-performing team cultureProvide technical guidance and mentorship to support professional growth across the teamManage a distributed desktop support team serving three U.S. locations, remote insurance agents, and remote employees nationwide Operational Management Ensure timely response and resolution of incidents and service requests in accordance with established service level agreementsMonitor and improve service quality, operational efficiency, and end-user satisfactionEstablish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolutionDrive consistency in support processes, documentation, and standard operating proceduresIdentify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote usersTechnical Oversight Oversee support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripheralsGuide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote usersEnsure reliability, performance, and security of supported endpoint systemsPartner with infrastructure and application teams to resolve escalated incidents and systemic issuesSupport technology deployments, upgrades, hardware refreshes, and lifecycle management activitiesEnsure effective support processes are in place for remote access, virtual support, device provisioning, and endpoint troubleshooting for users across the U.S.Strategic Collaboration Work with business partners and IT teams to align support services with organizational prioritiesContribute to business continuity and disaster recovery planning effortsIdentify opportunities for automation, tooling enhancements, and process improvementsSupport cross-functional initiatives that improve the user support experience and technical operationsRequired Qualifications Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience5 to 10 years of progressive IT support experience, including leadership responsibilityExperience leading technical support teams, preferably in a Tier 2 support environmentStrong knowledge of Windows and Mac operating systemsStrong knowledge of endpoint hardware, peripherals, and desktop support toolsExperience supporting virtual desktop or virtual workstation environmentsDemonstrated ability to manage SLAs, service metrics, and support performanceStrong troubleshooting, problem-solving, and decision-making skillsExcellent verbal and written communication skillsPreferred Qualifications Experience leading distributed or multi-site support teamsExperience supporting remote employees or field-based users in a geographically dispersed environmentIT certifications or active participation in certification programsExperience with scripting, automation, or endpoint management toolsKnowledge of ITIL or other IT service management frameworksKey Competencies Leadership and team developmentCustomer service orientationOperational excellenceAnalytical thinking and problem-solvingCollaboration and stakeholder managementAbility to work effectively in a fast-paced, evolving environmentAdditional Information This role is based in Springfield, Illinois and is full-time onsiteOccasional travel between locations may be requiredOff-hours support may be needed for critical incidents, system changes, or major deploymentsMust be able to work cross-functionally to resolve complex technical issuesSupports a user base that includes onsite employees, remote employees, and remote insurance agents across the United StatesThe base range for this contract position is $35.00 - $45.00 per hour, depending on experience.Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status, or protected veteran status.