Manager, Tier II Deskside Support

Position Overview

The Manager of Tier 2 Deskside Support leads a large, geographically distributed team of Tier 2 Help Desk Technicians who provide on-site deskside support and handle escalations from Tier 1. This role is responsible for operational oversight, team leadership, service quality, and continuous improvement of deskside support functions. The manager ensures timely and effective resolution of escalated incidents, maintains strong customer satisfaction, and collaborates with internal IT and program leadership to drive service excellence.

Key Responsibilities

Team Leadership & Operations

• Lead, coach, and mentor a distributed team of Tier 2 technicians responsible for advanced technical support, deskside assistance, hardware troubleshooting, and escalated incident resolution.
• Oversee daily operations, including ticket queues, dispatching, SLAs, and customer service quality.
• Ensure consistent application of troubleshooting standards, documentation practices, and operational procedures followed by Tier 2 staff.
• Conduct performance evaluations, establish development plans, and guide staff on technical and professional growth.
• Service Delivery Management
• Manage escalations from the Tier 1 Service Desk, ensuring timely and accurate resolution and communication.
• Monitor ticket trends and collaborate with IT leadership to identify recurring issues, recommend long-term solutions, and drive continuous improvement initiatives.
• Ensure technicians maintain high-quality customer service while supporting end users directly on-site and remotely.
• Coordinate and support hardware deployments, upgrades, imaging efforts, and site-wide technical initiatives handled by the Tier 2 team.

Technical Oversight

• Provide guidance on complex or advanced troubleshooting related to Windows OS, Microsoft Office, network connectivity, peripherals, and mobile devices supported by the Tier 2 staff.
• Review and improve technical procedures, knowledge base content, and incident documentation quality.
• Work closely with engineering, cybersecurity, infrastructure, and program teams to resolve systemic issues and enhance service capabilities.

Stakeholder & Customer Engagement

• Serve as the primary point of contact for deskside support operations with program leadership, site management, and customer organizations.
• Report on team performance, SLA adherence, staffing levels, and operational risks.
• Foster a customer-centric culture across all deskside support interactions.

Required Qualifications

• 10+ years managing or leading an IT support or service desk team, preferably in a Tier 2/advanced technical support environment.
• Strong understanding of deskside support operations, technical troubleshooting processes, and escalated incident management.
• Experience with Windows and Macintosh environments, Microsoft Office, PC hardware support, peripheral device troubleshooting, and mobile device support, consistent with Tier 2 duties.
• Excellent communication, leadership, and customer service skills.
• Ability to obtain and maintain a Department of Energy (DOE) security clearance.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience managing geographically distributed technical teams.
• Background in federal contracting or high-security environments.
• Experience with ticketing systems, SLA management, and IT service delivery frameworks.