Desktop Support Manager

Job PurposeThe Desktop Support Manager is accountable for the delivery, availability, performance, and continuous improvement of end-user computing and workplace technology services across the organization.The role leads desktop support, endpoint management, and end-user service delivery to ensure employees have reliable, secure, and efficient access to IT systems and workplace technology, in line with IT policies, SLAs, and business requirements.Roles, Responsibilities, DutiesDesktop Support & End-User ServicesManage day-to-day desktop support operations, with priority support for executives and critical users.Oversee device installation, maintenance, onboarding, offboarding, and equipment provisioning.Endpoint Management & Workplace TechnologyOversee end-user device lifecycle: procurement coordination, deployment, patching, refresh, disposal.Ensure standardized builds, software deployment, and compliance using Intune, MECM/SCCM, or equivalent.Service Desk & IT Service ManagementOversee incident, request, problem, change, and major incident management through the ITSM platform.Resolve recurring incidents with IT teams; maintain the knowledge base and self-service resources.Information Security & Endpoint ComplianceEnsure endpoints comply with cybersecurity policies, security baselines, and encryption standards.Coordinate endpoint protection, EDR, vulnerability remediation, and patching with Information Security.Support compliance audits and secure data handling during device transfers and disposal.Service Performance & Continuous ImprovementDefine, monitor, and report KPIs: SLA compliance, resolution time, first-contact resolution, satisfaction.Introduce automation and self-service to reduce repetitive requests.Support business continuity and disaster recovery planning, including tested endpoint recoveryVendor, Asset & Budget ManagementManage desktop support vendors, hardware suppliers, and outsourced partners, monitoring SLAs and service quality, and coordinating procurement, warranty claims, and renewals.Support budgeting, forecasting, and cost control; ensure accurate asset tracking, lifecycle planning, and adherence to procurement procedures.Team Leadership & Stakeholder ManagementLead, coach, and develop support engineers and technicians, including recruitment, performance management, and succession planning.Set clear objectives, work schedules, and escalation arrangements, ensuring coverage for critical sites and major events.Coordinate with IT, procurement, HR, and facilities teams, and inform stakeholders of disruptions and major incidents.Key InteractionsInternal – IT and Information Security teams, Procurement, Finance, HR, Facilities, and business heads and users; External – vendors and managed service providers.Key Performance IndicatorsSLA compliance (95%+), first-contact resolution (70%+), satisfaction (90%+), and falling backlog and resolution time (indicative targets).Endpoint patch compliance (95%+), asset inventory accuracy (98%+), and support spend within approved budget (indicative targets).Occupational and workplace Health and Safety responsibilities: In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.Information Security responsibilities: Comply with Khidmah Information Security Policies and fulfil information security responsibilities.Ensure anyone who handles sensitive company information has completed the Security Awareness Training.Know how to report a security incident (to IT ServiceDesk or InfoSec).Not disable their OS firewall and/or antivirus software.Restrict use to authorized purposes, protect access accounts and passwords, and accept accountability for user accounts.Education & Qualification: Bachelor’s degree in information technology, Computer Science, Information Systems, Engineering, or a related field.ITIL certification (v4 Foundation or higher) is preferred.Certifications in Microsoft Intune, Microsoft 365, Windows endpoint management, or equivalent technologies are advantageous.Experience and Skills:Industry Experience (No. of years):Minimum 8 years of experience in IT support, end-user computing, desktop support, or IT operations.Position/Functional Experience (No. of years):Minimum 3–5 years leading desktop support, service desk, or endpoint management teams, preferably in a multi-site enterprise.Competencies and Skills:Endpoint lifecycle management, patching, software deployment, and automation (e.g., PowerShell).Microsoft Windows, Microsoft 365, Active Directory / Entra ID, Intune, and MECM/SCCM.ITSM processes (incident, request, problem, change), SLA/KPI monitoring, reporting, and root-cause analysis.IT asset and vendor management, cost optimization, endpoint security, and compliance.Team leadership, coaching, stakeholder management, and customer service, with strong troubleshooting, analytical, and communication skills.