Desktop Support Manager

DEA's Portland/Corporate office is seeking a Desktop Support Manager to lead our desktop support operations. This role is responsible for overseeing the desktop support team, ensuring timely and effective resolution of IT issues, managing the deployment and maintenance of desktop equipment, and supporting company-wide technology initiatives. This individual will also play a key role in developing and maintaining standards for hardware and software and will collaborate with internal stakeholders to deliver exceptional user support and experience.

The Desktop Support Manager will work under limited supervision and will be expected to make independent decisions aligned with organizational policies and best practices. They will contribute to strategic planning for desktop support operations and act as a liaison between end users and the broader Information Services (IS) team.

• Supervise and mentor a team of desktop support specialists across the Portland/Corporate office and other DEA offices.
• Oversee desktop purchasing, deployment, upgrades, lifecycle replacements, and maintenance.
• Manage and track support requests through DEA's helpdesk system; ensure SLAs and customer satisfaction goals are met.
• Lead special projects including:
• Audio/Visual conference room integration
• NIST/CMMC compliance initiatives
• Video Conferencing/Zoom Rooms setup and support
• Authentication systems, including MFA and Modern Authentication
• Collaborate with the IS leadership team on ongoing and future technology initiatives.
• Develop and enforce policies, procedures, and standards for hardware and software configurations.
• Provide reporting and insights on support trends, asset inventory, and project progress.
• Coordinate support coverage and travel to other DEA offices as needed.
• Perform other duties as assigned.

• Proven leadership and team management capabilities.
• Strong communication and interpersonal skills to work with users and staff at all levels.
• Demonstrated problem-solving and analytical skills in IT environments.
• Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.
• Willingness and ability to travel to other DEA offices as necessary.

• Minimum of 7 years of progressive Information Services desktop support experience, including 2+ years in a supervisory or leadership role.
• Experience developing support policies and managing technology assets.
• Bachelor's degree in Information Technology or related field, or equivalent Microsoft Certifications (MCP or better).
• Ability to adapt to changing technology and business needs.

• 10+ years of Information Services experience with 3+ years in management.
• Experience supporting distributed teams or multi-site organizations.

• Medical, Dental, Vision, Disability and Life Insurance
• Health Savings and Lifestyle Spending Account with employer contribution
• Support for continuing education and training opportunities
• Paid Time Off (PTO)/Holiday Pay
• 401k
• Flexible 9/80 (every other Friday off) work schedule
• Holistic Wellbeing Program with a focus on physical, emotional, financial, career, and community health
• Opportunity for growth with support and mentoring to help meet professional goals