Manager, Help Desk & Desktop Support

Are you a decisive IT leader who thrives in high-impact environments and knows how to build exceptional user support experiences? Weâ??re looking for a Manager of Help Desk & Desktop Support to lead a team at the center of everything our employees rely on: technology that works seamlessly. This is your chance to shape the future of how technical support is delivered at scale, driving improvements that touch every corner of the business.

Under the direction of the Vice President of ETG Operations, this role leads the Help Desk and Desktop Support teams in delivering enterprise-level support services across the organization. You will be responsible for managing a 24x7 technical support operation that ensures stability, performance, and user satisfaction, while implementing processes and technologies that continuously improve the support experience.

This leadership position demands a high level of technical expertise, operational discipline, and strategic thinking. You will manage a team of 8â??12 professionals, overseeing everything from incident and problem management to desktop lifecycle planning, budget management, cybersecurity alignment, and technology refresh initiatives.

Responsibilities:

• Lead and manage Help Desk and Desktop Support operations to ensure prompt and high-quality service delivery to internal users
• Develop and execute long-term strategies and technology refresh plans in alignment with enterprise goals
• Own and evolve the Incident and Problem Management process, ensuring timely response and root cause analysis of high-severity issues
• Partner with business and technical stakeholders to provide consultation and leadership for desktop technology initiatives
• Oversee staffing, scheduling, performance evaluations, and continuous training for a high-performing support team
• Monitor and report on key performance metrics and service quality indicators
• Ensure the desktop environment remains secure, up to date, and aligned with corporate cybersecurity strategy
• Manage operational and payroll budgets effectively, aligning spend with strategic priorities
• Drive continuous improvement through process reviews, user feedback, and emerging technology adoption
• Support business continuity and disaster recovery initiatives as they relate to desktop support and remote work capabilities

Qualifications:

• Bachelorâ??s degree in Management Information Systems, Computer Science, or related field (or equivalent experience)
• 5â??7 years of experience managing IT service delivery and technical support teams in a metric-driven environment
• Demonstrated leadership in incident management, desktop engineering, and end-user support
• Expertise in desktop and mobile technologies, including Windows and MacOS environments
• Strong familiarity with ITIL frameworks and service management best practices; ITIL certification preferred
• Proven experience managing patch management, endpoint protection, and compliance tools (e.g., CrowdStrike, Tenable)
• Excellent communication, coaching, and interpersonal skills
• Ability to manage competing priorities, solve complex problems, and drive operational excellence
• Experience with vendor management, procurement, and software evaluation is a plus

About us:

Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. Thatâ??s what Insurance for all of us® is about.

The Physicians Mutual family includes Physicians Mutual Insurance Company and Physicians Life Insurance Company. Physicians Mutual Insurance Company offers reliable dental and supplemental health insurance (and now, pet insurance!). Physicians Life Insurance Company provides important Medicare Supplement and life insurance coverage. The company additionally offers coverage for funeral pre-planning to help meet the growing needs of funeral home owners and the families they serve.

Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nationâ??s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring weâ??ll be there for our policyowners and our employees far into the future. But the achievement weâ??re most proud of? We have a 95% customer approval rating â?? a true sign of a company dedicated to embodying its vision.