Assistant Manager - Desktop Support

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Roles & Responsibilities

• Manage L1/L2 desktop support for laptops, desktops, peripherals, and end‑user applications
• Own ITSM ticket queue governance, prioritization, and SLA compliance (ServiceNow preferred)
• Act as escalation point for complex desktop and executive/VIP support issues
• Ensure onsite support coverage, shift planning, and walk‑in support
• Oversee new joiner IT readiness and exit user device recovery
• Coordinate with Infrastructure, Security, and Asset teams
• Maintain SOPs, knowledge articles, and operational documentation
• Support endpoint security and audit/compliance activities
• Manage asset inventory for the region

Qualifications

• Bachelor’s degree in computer science / information technology or equivalent
• 6–9 years of experience in IT Desktop / End‑User Support
• 1–3 years experience in a lead or supervisory role is preferred
• ITIL / technical certifications (A+, ITIL Foundation) are an advantage

• Strong hands‑on experience in Windows & Mac OS troubleshooting
• Knowledge of Active Directory, O365, Intune, endpoint tools
• Experience with ITSM tools (ServiceNow preferred)
• Solid understanding of ITIL processes
• Strong communication and stakeholder management skills
• Ability to handle pressure, escalations, and executive interactions

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.