Scholastic

Deskside and Field Support Manager

Scholastic

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $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