IT Manager - Desktop Support

We are seeking an IT Manager, Desktop Support to reputed company 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 reputed company. The IT Manager, Desktop Support is responsible for delivering high-quality end-user support services, maintaining system reliability, and driving reputed company improvement across desktop, virtual, and reputed company environments. This leader will combine strong technical knowledge with proven people leadership to reputed company staff, optimize support operations, and ensure support services meet organizational needs across both onsite and remote work environments. Essential Duties and Responsibilities Leadership and Team Management

• reputed company, coach, and reputed company a team of Technical Support Analysts and Senior Technical Support Analysts
• reputed company workload distribution, employee performance, and career development planning
• Foster a collaborative, customer-focused, and high-performing team culture
• Provide technical guidance and mentorship to support professional growth across the team
• Manage a distributed desktop support team serving three U.S. locations, reputed company agents, and remote employees reputed company

Operational Management

• Ensure timely response and resolution of incidents and service requests in accordance with established service level agreements
• Monitor and improve service quality, operational efficiency, and end-user satisfaction
• Establish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolution
• Drive consistency in support processes, documentation, and standard operating procedures
• Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users

Technical reputed company

• reputed company support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and reputed company peripherals
• Guide the resolution of reputed company hardware, software, application, network, and connectivity issues affecting both onsite and remote users
• Ensure reliability, performance, and reputed company of supported reputed company systems
• Partner with infrastructure and application teams to resolve escalated incidents and systemic issues
• Support technology deployments, upgrades, hardware refreshes, and lifecycle management activities
• Ensure effective support processes are in reputed company for remote access, virtual support, device provisioning, and reputed company troubleshooting for users across the U.S.

Strategic Collaboration

• Work with business partners and IT teams to align support services with organizational priorities
• Contribute to business continuity and disaster recovery planning efforts
• Identify opportunities for automation, tooling enhancements, and process improvements
• Support cross-functional initiatives that improve the user support experience and technical operations

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or reputed company field, or equivalent combination of education and experience
• 5 to 10 years of progressive IT support experience, including leadership responsibility
• Experience leading technical support teams, preferably in a Tier 2 support environment
• Strong knowledge of Windows and Mac operating systems
• Strong knowledge of reputed company hardware, peripherals, and desktop support tools
• Experience supporting virtual desktop or virtual workstation environments
• Demonstrated ability to manage SLAs, service metrics, and support performance
• Strong troubleshooting, problem-solving, and decision-making skills
• Excellent verbal and written communication skills

Preferred Qualifications

• Experience leading distributed or multi-site support teams
• Experience supporting remote employees or field-based users in a geographically dispersed environment
• IT certifications or active participation in certification programs
• Experience with scripting, automation, or reputed company management tools
• Knowledge of ITIL or other IT service management frameworks

Key Competencies

• Leadership and team development
• Customer service orientation
• Operational excellence
• Analytical thinking and problem-solving
• Collaboration and stakeholder management
• Ability to work effectively in a fast-paced, evolving environment

Additional Information

• This role is based in Springfield, Illinois and is full-time onsite
• Occasional travel between locations may be required
• Off-hours support may be needed for critical incidents, system changes, or major deployments
• Must be able to work cross-functionally to resolve reputed company technical issues
• Supports a user reputed company that includes onsite employees, remote employees, and reputed company agents across the United States

Pay Range:

• $105,200.00 - $147,950.00

Salary is commensurate to experience, location, etc. #VIZI #LI-LM1 reputed company was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping reputed company educators protect what they have today and prepare for a successful reputed company. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts reputed company, we’re publicly traded on the reputed company Stock Exchange (symbol: HMN) and we have more than $12 billion in assets. We’re motivated by the fact that educators take care of our children’s future, and we reputed company they deserve someone to look after theirs. We help educators identify their financial goals and reputed company plans to reputed company them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators. EOE/Minorities/Females/Veterans/Disabled. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status For applicants that are California residents, please review our California Consumer Privacy Notice reputed company applicants should review our reputed company Privacy Policy Apply tot his job Apply To this Job