Senior Manager – Workday HCM
Visa
Deskside and Field Support Manager
Scholastic
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $125,000 per year
Job Level
SeniorLead
Tech Stack
MacOSServiceNow
About the role
- Lead and manage a geographically distributed team of Deskside and Field Support Technicians and Supervisors
- Ensure delivery of high-quality IT support services across corporate offices, field locations, and remote environments
- Accountable for team performance, service delivery excellence, budget adherence, stakeholder engagement, and execution of IT support projects
- Directly manage and mentor technicians and supervisors; set performance expectations and conduct appraisals
- Develop and implement training plans; ensure adequate staffing and coverage
- Oversee daily deskside and field support operations; monitor SLA compliance, ticket queues, and customer satisfaction metrics
- Own asset lifecycle management including procurement, inventory, deployment, and decommissioning
- Coordinate hardware installations, office openings, relocations, and closures; ensure compliance with IT policies
- Develop and manage annual budget; collaborate with procurement and finance for purchasing and vendor management
- Partner with Technology Operations, Systems Engineering, Desktop Engineering, and business stakeholders
- Lead IT support projects including hardware refreshes, software rollouts, and infrastructure upgrades
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent work experience
- 7+ years of progressive IT support experience, including at least 3+ years in a supervisory or managerial role
- Proven experience managing distributed support teams and coordinating cross-functional initiatives
- Proficiency in Windows and macOS environments
- Strong knowledge of Microsoft Office, Adobe products, and enterprise ticketing systems (e.g., ServiceNow)
- Familiarity with SCCM, Active Directory, and remote support tools
- Experience with mobile device management, network troubleshooting, and endpoint security
- Strong leadership, communication, and interpersonal skills
- Customer-first mindset with a commitment to service excellence
- Ability to manage multiple priorities in a fast-paced environment
- Willingness to travel occasionally (up to 10%) and work flexible hours as needed
