Manager, Desktop Services

Job Description:

CBE Companies, a global provider of contact center services has an immediate need for a Manager, Desktop Services for our Clarksville, TN office. We would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both recent and future growth! Why would CBE be a good fit for you?

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years-and we're still going strong because we offer employees:

Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

Ongoing training & support!

Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to "doing the right thing"; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success-and we're looking for people who value opportunity, challenge, innovation, results, and FUN!

Invest in your future with a company that will invest in YOU!

The Manager, Desktop Services is responsible for the overall leadership, strategy, and operational excellence of desktop administration, endpoint technologies, asset inventory, and US-based IT support services. This role combines hands-on operational oversight with strategic planning to ensure a secure, reliable, and high-quality user experience (UX). The Manager, Desktop Services will provide direct management and mentorship to desktop administrators and US-based help desk personnel, while coordinating closely with global support teams operating under a dotted-line reporting model. This role will ensure alignment across teams, effective incident and problem management, proactive lifecycle planning, and continuous improvement of end-user services.

Job Details:

Leadership & People Management

• Lead, coach, and develop desktop administrators and US-based help desk staff.

• Create & maintain onboarding, training, and professional development programs for team.

• Foster a positive, collaborative, and service-oriented team culture.

• Provide guidance on policies, procedures, and best practices.

• Serve as the escalation point for complex or high-impact end-user support issues.

Desktop & Endpoint Services

• Own the end-user technology stack, including operating systems, desktops, laptops, virtual desktops (VDI), peripherals, and other endpoints.

• Oversee operating system deployment, configuration, patching, and lifecycle management.

• Support and administer endpoint management platforms and automation where applicable.

• Monitor system health, performance, and compliance; take proactive action on risks.

Asset & Inventory Management

• Oversee hardware and software asset inventory, tracking, and lifecycle management.

• Coordinate hardware procurement, deployment, refresh, and retirement.

• Ensure accurate license management and compliance.

IT Support & Service Delivery

• Ensure high-quality Tier 1 & 2 support with focus on timely resolution & positive UX.

• Manage ticket assignment, prioritization, and escalation processes.

• Maintain on-call schedules and support rotations as required.

• Analyze incident trends and implement preventative solutions to reduce repeat issues.

Collaboration & Cross-Functional Alignment

• Partner with Infrastructure, Security, Application, and Vendor teams to support projects, upgrades, and new system rollouts.

• Coordinate with global or offshore help desk leadership to ensure consistency in processes and service delivery.

• Act as a technical and operational advisor to IT leadership for end-user services.

Documentation, Security & Process Improvement

• Develop and maintain SOPs, technical documentation, and knowledge base content.

• Ensure compliance with information security policies and controls.

• Identify, lead, or support continuous improvement initiatives and automation opportunities.

• Participate in IT projects, task forces, and other initiatives as required.

Job Requirements:

• Must be able to obtain government clearance after hire. US Citizenship is required by the US government in order to obtain government clearance.

• Bachelor's degree in Computer Science, Management Information Systems, or a related field; or equivalent professional experience.

• Minimum 3-5 years of experience in desktop support or related IT operations roles.

• Minimum 2 years of people management or team leadership experience.

• Strong working knowledge of Microsoft Windows operating systems and endpoint technologies.

• Experience with endpoint management tools, asset inventory systems, and software licensing.

• Demonstrated ability in system analysis, troubleshooting, and process improvement.

• Relevant IT certifications (e.g., CompTIA A+, Security+, or similar) preferred.

The starting pay range for this position is $73,000 - $75,000/year. An individual's actual compensation will depend on the individual's qualifications and experience.

CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws. Background check and drug testing required.

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CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.