Sr Manager, Desktop Support

Job Locations US-OH-Remote | Other-Virtual
Posted Date 7 days ago(7/31/2020 3:02 PM)
Requisition ID
Job Function
Information Technology


Cengage Logo New

Do you dare to reinvent the future of education?

At Cengage, we're building a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you'll help transform the way people learn about our products. Collaborating with the best of the best, you'll feel challenged and inspired to do breakthrough work.

Are we right for you?

We set the bar higher by bringing our unique talents and points of view to the table every day. We're curious and comfortable with change and are willing to take risks to transform education for the better. Most importantly, we put learning first with everything we do. We also offer a fun, challenging, and rewarding environment with the opportunity to work with some of the most talented people in our industry. Together, there's no limit to what we can imagine, create and innovate!

What You'll Do Here:

Cengage is in search of an experienced IT Desktop Support Manager to lead 8-member Desktop Support team based in Mason, Ohio.



  • Supervise team ensuring that each member is achieving daily, weekly, and monthly goals. 
  • Manage recruitment, scheduling, supervision, performance management, disciplinary action, development, coaching and mentoring of Desktop Support team members.
  • Work with cross-functional teams to ensure organizational alignment.
  • Ensure Desktop Support team members are leveraging existing platforms and technology efficiently (ServiceNow, SCCM, Jamf).
  • Identify continual improvement initiatives within the Desktop Support environment that will lead to overall improvements of efficiency for organization.
  • Act as a Positive Change Agent by recognizing opportunities for improvement and acting on them.
  • Serve as an escalation point for customer support issues and act as the first point of contact to assist team members with difficult situations/decisions.
  • Define, implement, and evolve support procedures and processes that ensure the security and reliability of enterprise and desktop systems.
  • Implements and evolves IT/support policies and standards including equipment configuration, change management and service delivery.
  • Develop and own accountability for Operating Level Agreements, ensuring a consistent, high-quality service experience across all IT/Desktop Support functions to the departments that rely on them.
  • Maintain organizational effectiveness and efficiency by helping define, deliver, and support strategic plans for implementing information technologies that are aligned to business goals.
  • Complete projects by coordinating resources and timetables cross-functionally.
  • Effectively communicate service-impacting incidents to management and staff in a timely manner.
  • Contribute to team efforts by accomplishing related tasks as needed.
  • Successfully collaborate cross functionally to ensure strategic alignment across departments.

Skills You Will Need Here:

  • 3+ years of experience managing information technology operation teams. (Customer Facing/Support Function).
  • 5+ years of experience working in the information technology industry preferably in a customer facing/support role.
  • Bachelor’s degree in related field or equivalent career experience.
  • Experience in strategic technology planning, execution, and policy development.
  • Experience managing virtual/remote teams across North America
  • Experience with a wide variety of technologies, including: Windows 10, MacOS, VPN, SCCM, Office 365, Zoom, and Slack
  • Demonstrated ability to apply technology solutions to business problems.
  • ITIL and ITSM Knowledge and experience.
  • Understanding of applicable laws, standards, and regulations as they relate to technology issues
  • Ability to travel within North America as required (travel not more than 10%).

Behavioral Competencies:

  • Exceptional communication, interpersonal, and customer service skills.
  • Demonstrated leadership capability and/or experience and exceptional interpersonal skills.
  • Strong verbal, written, and presentation skills, with the ability to collaborate and present to varying levels of internal and management.
  • Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing priorities.
  • Highly accountable and drives accountability in others.
  • Process oriented with focus on process improvement.



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