Manager, Deskside Support

Nth Degree is a leader in the tradeshow industry, providing management, labor, and event production for many of the nation's top shows! As our organization continues to grow, we are adding a Manager, Deskside Support to lead our Corporate IT deskside team. This position is being considered in the Cincinnati, OH area.

The Manager, Deskside Support leads the team responsible for delivering hands-on, end-user computing support across the organization, including support for executive-level employees. This person manages a team of Deskside Support Analysts, sets the standard for service quality and responsiveness, and owns the day-to-day operation of the deskside function: device deployment, incident and service request resolution, asset lifecycle, and the on-call support rotation. Reporting to the Director of Infrastructure, the Manager balances direct technical involvement with people leadership, coaching analysts, managing workload and escalations, and partnering with the Service Desk, System Administration, and Engineering teams to keep the end-user environment running at its best.

Hybrid work is available, but a minimum of three (3) days in office will be required.

What You'll Do:

• Lead, coach, and develop a team of Deskside Support Analysts, setting clear expectations for service quality, responsiveness, and professionalism
• Own the day-to-day operation of the deskside support function across all Nth Degree locations worldwide, including remote staff
• Ensure end users, including executive-level employees, receive timely, accurate, and courteous support in person, by remote tools, by telephone, or via chat
• Manage the team's incident and service request queues in the service delivery system (ITSM), monitoring for aging tickets, SLA adherence, and quality of documentation
• Define, track, and maintain deskside support KPIs and SLAs, using the data to drive continuous improvement in service quality and response times
• Report on team performance, ticket trends, and service metrics to the Director of Infrastructure and VP of Technology
• Build and manage the on-call rotation schedule, ensuring after-hours, weekend, and holiday coverage
• Oversee the end-user device lifecycle, including imaging and deployment (Intune, Mosyle, Autopilot), maintenance, upgrades, and secure decommissioning
• Maintain accurate asset inventory of computers, monitors, keyboards, mice, peripherals, and phones on site and inside the ITSM/CMDB
• Standardize deskside procedures and documentation, contributing to and maintaining the IT SOP library and knowledge base
• Partner with team members for knowledge sharing, training, and skill development
• Assist and coordinate with the System Administration and Software Development teams on projects and escalations
• Coordinate hardware procurement and vendor interactions for end-user equipment
• Handle hiring, onboarding, scheduling, and performance management for the deskside team
• Support site deployments and show support, including occasional travel
• Escalate and help resolve complex hardware and software issues within a managed device environment
• Perform other job-related duties as assigned

Who You Are:

• Proven experience leading or supervising a desktop/deskside support team
• 5+ years of IT support experience, with 2+ years in a lead, senior, or supervisory capacity
• Strong people-leadership skills, including coaching, developing, and motivating a technical team
• Deep understanding of hardware and software issues within a managed device environment (PCs, laptops, peripherals, phones)
• Experience with user administration in a hybrid, multi-forest Active Directory environment and general Office365 user management
• Working knowledge of PowerShell
• Strong sense of urgency and the ability to prioritize and balance competing issues across a team
• Excellent communication skills and a high level of professionalism and confidentiality, especially when supporting executive staff
• Critical thinking and problem-solving skills
• Mosyle, Intune and Autopilot experience preferred
• Knowledge of AS/400 systems is a plus
• ITIL-4 Practitioner, or a solid working understanding of ITIL processes (incident, request, and problem management)
• Bachelor's degree in Computer Science, Computer Information Systems, or an equivalent combination of education and experience
• AZ-900 and MS-900 certifications preferred, but a similar skillset is what is required
• Demonstrate an active interest in learning new skills and certifications

Nth Degree is an equal opportunity employer committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.