Job Description
Service Desk Manager at RedStream Technology Service Desk Manager at RedStream Technology in Brunswick, Tennessee Posted in 4 days ago.
Type:
full-time Job Description:
Service Desk Manager Bartlett, Tennessee Contract, On -Site Our client is seeking a senior-level Service Desk Lead to oversee day-to-day end user support operations within a fast-paced enterprise environment. Strong experience supporting macOS environments within enterprise settings, including MacBook provisioning, software installation and renewals, troubleshooting, remote support, user administration, MDM/JAMF or Intune device management, and executive/VIP support across Apple devices and collaboration technologies is important. Experience working with ITIL processes and service desk technologies and methodologies are important. This individual will serve as a technical escalation point for the support team while helping drive operational efficiency, white-glove customer service, process improvement, and overall service delivery across desktop, mobile, collaboration, and conference room technologies. The ideal candidate will bring a strong combination of hands-on technical support experience, team leadership, executive support exposure, and modern endpoint management expertise. •Requires one week a month, of traveling to NJ site.• Responsibilities:
Lead daily Service Desk and Desktop Support operations in a high-touch enterprise environment Serve as the primary escalation point for complex Level 2-3 technical issues Support and mentor junior support staff while helping improve overall team performance and service delivery Provide white-glove support to executives and senior leadership Manage and troubleshoot Windows, macOS, mobile devices, and collaboration technologies Support Active Directory, Microsoft 365, Entra ID/Azure AD, Intune, and endpoint management initiatives Oversee laptop imaging, onboarding/offboarding, hardware deployment, and asset lifecycle management Support conference room and AV technologies including Microsoft Teams Rooms, WebEx, and Zoom Partner with infrastructure, networking, security, and engineering teams on escalated issues and rollout initiatives Create and maintain technical documentation, knowledge base articles, and support procedures Contribute to process improvement initiatives focused on service quality, ticket reduction, and operational efficiency Track and manage incidents, service requests, and SLAs through ITSM platforms such as ServiceNow Qualifications:
7+ years of Desktop Support, Service Desk, or End User Support experience within an enterprise environment Prior experience serving as a lead, senior escalation resource, or mentor within a support organization Strong experience with: Active Directory / Entra ID Microsoft 365 Intune / endpoint management Windows and macOS environments Laptop imaging and deployment ITSM platforms such as ServiceNow Experience supporting conference room and AV technologies Strong troubleshooting, communication, and customer service skills Experience supporting executives and high-profile end users preferred Ability to operate effectively in fast-paced, high-visibility environments Preferred Experience:
Financial services, media, sports, retail, or enterprise corporate environments Office 365 migrations or large-scale endpoint rollouts Teams Rooms / collaboration platform administration Basic networking and infrastructure troubleshooting exposure ITIL certifications are preferred Bachelors Degree is a strong plus
