Manager, Desktop Support

WHO WE ARE :

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

The Manager Desktop Support plays a vital role in enabling this mission by leading a small team of desktop support engineers who provide Tier 1 and Tier 2 technical support to over 700 staff members across the organization. This role ensures that our people have the tools, technology, and responsive support they need to drive impact every day.

In addition to overseeing day-to-day support operations and employee onboarding / offboarding, this leader manages our outsource asset management vendor to ensure seamless deployment and lifecycle management of laptops and peripherals. The ideal candidate is a service-oriented leader who thrives in a fast-paced, mission-driven environment and is passionate about empowering teams through reliable, user-centered technology support.

Main Responsibilities

Lead and manage a team of desktop support engineers providing Tier 1 and Tier 2 support to all Society staff.

Oversee the outsourced asset management vendor responsible for deployment and lifecycle of laptops and peripherals.

Ensure timely and effective resolution of support tickets and incidents.

Develop and implement support processes, documentation, and service level agreements (SLAs).

Monitor support metrics and continuously improve service delivery and user satisfaction.

Collaborate with IT leadership to align support services with organizational goals and technology strategy, including ServiceNow architecture and roadmap.

Provide coaching, performance feedback, and professional development opportunities for support staff.

Manage inventory, procurement, and asset tracking in coordination with the vendor.

At this career level, you are developing the skills of the people reporting to you and helping them be successful in their roles.

What We're Looking For :

Proven experience in an IT Support role, ideally with some of that experience being in a supervisor or manager role

Strong knowledge of desktop support best practices, hardware / software troubleshooting, and IT Service Management

Experience managing vendor relationships

Excellent communication, leadership, and customer service skills

Ability to prioritize work in a fast-paced, mission-driven environment

Experience with ServiceNow management, architecture, and configuration

Location Requirements

Remote - Flexible Location

Work is primarily performed remotely, however, when possible and necessary, teams meet in person to conduct the business of the organization and build team relationships.

Compensation | Benefits :

The estimated hiring compensation range for this role is $75,000 - $90,000 . Final offers will be based on the candidate'sgeographic location, consider career experience and may vary from this range due to these and other factors.

You will have the opportunity for a highly competitive, comprehensive benefit package that the Society provides to employees. Your benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Spring Health Membership offering free therapy and professional coaching, as well as additional voluntary benefit offerings. Not to mention, you will join an incredible mission focused team of people!

We're committed to supporting the growth of every employee through a structured and transparent approach to career development . We use Talent Portraits to define clear expectations, development opportunities, and advancement paths - whether you're growing as a people leader or deepening your expertise as an individual contributor. Each role is thoughtfully placed within one of these pathways (Leadership or Partner) to help you understand how it fits into our broader organization and your potential career journey.

This position is classified as Leadership- Leading Others

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS :

We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume , and any other documents required, to the Resume / CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!

Important : You will not be able to modify your application after you submit it. The "My Experience" page is the only opportunity to add your cover letter and supporting document attachments. If you experience any trouble submitting your materials, please check out our FAQ & Contact Us page .