Manager, Desktop Services

Title: Manager, Desktop Services

Department: Technology Support Services

Campus Location: Arnold/Main Campus

Salary Range: $86,528-$108,160

Work Mode: This position requires regular in-person presence on campus and at alternative locations, depending on class schedule and other assigned duties.

Hours Per Week:40

Work Schedule:

Position Type:Full-Time Staff, Exempt

Position Summary

The Manager, Desktop Services, is responsible for overseeing the daily operations of the Desktop Support team, ensuring timely and effective support for faculty, staff, and students. This role provides leadership and operational management to deliver high-quality technical support services in alignment with institutional goals. The manager will lead a team of technicians to support campus-wide computing needs, manage desktop hardware and software deployments, and collaborate with other IIT teams to enhance end-user experience. The manager will also perform hands-on desktop work to address escalated issues.

Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC's community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff.

Our Characteristics of Excellence are the guiding principles of our division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package .

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility

Job Duties and Responsibilities

Manages and leads the Desktop Support team, providing mentorship, performance management, and professional development opportunities. Responsible for setting goals, identifying professional development opportunities, processing leave, and fostering a positive and supportive environment where staff are motivated and accountable.

Develops and implements guidelines, procedures, and best practices for desktop support, ensuring alignment with institutional priorities and IT service management (ITSM) frameworks.
Develops and maintains documentation for technical processes, training materials, and knowledge base articles.

Ensures high-quality customer service by monitoring ticketing system metrics, response times, and end-user satisfaction.
Responsible for staffing capacity planning ensuring resources are in alignment with business objectives.

Collaborates with the Service Desk, Asset Management, and Audiovisual teams to streamline support operations and improve service delivery.
Collaborates with Systems Administration team for desktop imaging, patch management, and endpoint security initiatives to maintain system integrity and security compliance.

Leads technology projects, ensuring they follow project management best practices and comply with IIT security and accessibility standards. Works with stakeholders to define requirements, ensure proper testing, and oversees adherence to change management procedures.

Stays current with emerging technologies, trends, and best practices in desktop support and higher education IT services

Weekend, evening, and on-call hours may be required as needed.

Ability to act as a backup supervisor within Technology Support Services, as needed.

Required Qualifications:

Minimum of five (5) years of experience in desktop and technical support, with at least two (2) years in a supervisory or management role of technical staff.

Bachelor's degree in the field of Information Systems, Computer Science, Business Administration or a related discipline. Individual may substitute a bachelor's degree with an associate's degree in a related discipline and two additional years of desktop support experience (totaling 7 years of desktop and technical support).

Current knowledge of Windows and macOS operating systems, enterprise software deployment tools, and troubleshooting methodologies. Current knowledge of Active Directory, Group Policy, endpoint security, and remote desktop management tools, such as MECM and JAMF.

Strong leadership skills with experience managing and mentoring technical teams. Excellent problem-solving abilities and a commitment to customer service excellence.

Experience with IT service management (ITSM) tools, asset management, and ticketing systems.

Ability to communicate effectively with technical and non-technical users at all levels of the institution.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. Must have a growth mindset.

Preferred Qualifications:

Demonstrated knowledge with audiovisual services and technologies including control systems and components (Crestron, Extron, Biamp), video projection units, monitors, audio systems and web conferencing tools.
Experience in a higher education IT environment.
ITIL Foundation certification or other relevant IT service management certifications.
Familiarity with accessibility and assistive technologies in compliance with ADA requirements.