Desktop Support Manager (JFK)

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

The Manager Desktop Support is responsible for leading and managing a diverse team of level 2 desktopsupport technicians who can foster a collaborative and productive work environment. This position will report to and work closely with the Vice President of Infrastructure Operations. Help desk ticketing system utilized is GoToAssist Service Desk.

Team Management:

• Lead and manage a team of desktop support technicians.
• Provide guidance, training, and mentorship to team members.
• Foster a collaborative and productive work environment.

Desktop Support Operations:

• Oversee day-to-day desktop support operations.
• Ensure timely resolution of end-user issues and requests.
• Recommend and implement standard operating procedures for the desktop support team.

Technical Support:

• Act as an escalation point for complex technical issues.
• Collaborate with team members to troubleshoot and resolve hardware and software problems.
• Stay updated on the latest technologies and best practices in desktop support.

Customer Service:

• Focus on delivering excellent customer service to end-users.
• Gather feedback and continuously improve support processes.
• Communicate effectively with non-technical users to understand and address their needs.

IT Asset Management:

• Manage and track desktop hardware and software assets.
• Coordinate the deployment of desktop equipment.
• Implement and enforce IT policies related to asset management.
• Optimize resource allocation to meet operational needs cost-effectively.

• Bachelors degree in Information Technology or a related field.
• Proven experience in desktop support, with at least 5 years in a managerial role.

• Strong technical knowledge of desktop hardware, operating systems, and software applications.
• Excellent leadership and team management skills.
• Effective communication and interpersonal abilities.
• Certifications (optional but beneficial): ITIL Foundation Certification, CompTIA A+ or similar desktop support certifications.

• Being approachable, adaptable, and having a keen understanding of both technical and interpersonal aspects is crucial for success in this role. Its a position that requires a balancebetween technical expertise and effective people management.

• Want your pay in advance?  Access up to 50 of earned wages before payday and get paid up to two days early through the Branch app!
• Are you a top performer who thrives on recognition?  On the spot recognition offered through Awardco!
• Need health insurance?  Health Benefits with multiple options for fulltime employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered with company match!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.