Deskside Manager, Onsite

The Deskside Manager is responsible for overseeing onsite IT support operations for a global account in the USA. This role focuses on driving operational excellence, process improvement, and alignment with SLAs and client expectations. The position requires leading technical teams, coordinating governance and reporting, and serving as the primary point of contact between the client’s leadership and global IT teams. This is a 100% onsite position in New Brunswick, NJ with occasional travel.

Requirements

• Bachelor’s degree in information technology, Computer Science, or related discipline
• 8+ years of experience in IT support operations
• 5+ years of experience in leadership or managerial capacity
• Proven experience managing global or multi-region IT support operations
• Strong expertise in SLA management, performance reporting, and governance leadership
• In-depth knowledge of Windows, macOS, and mobile device environments
• Proficiency in ITSM tools (e.g., ServiceNow, Remedy, or Jira Service Management)
• Comprehensive understanding of ITIL processes (Incident, Problem, Change, and Service Level Management)
• Excellent leadership, communication, and stakeholder engagement skills
• Analytical, data-driven mindset with a focus on service improvement and operational excellence
• Excellent leadership, communication, and stakeholder engagement skills

Benefits

• medical insurance
• retirement plan
• PTO