Assistant Manager - Desktop Support

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Roles & Responsibilities Manage L1/L2 desktop support for laptops, desktops, peripherals, and end‑user applications Own ITSM ticket queue governance, prioritization, and SLA compliance (ServiceNow preferred) Act as escalation point for complex desktop and executive/VIP support issues Ensure onsite support coverage, shift planning, and walk‑in support Oversee new joiner IT readiness and exit user device recovery Coordinate with Infrastructure, Security, and Asset teams Maintain SOPs, knowledge articles, and operational documentation Support endpoint security and audit/compliance activities Manage asset inventory for the region Qualifications Bachelor’s degree in computer science / information technology or equivalent 6–9 years of experience in IT Desktop / End‑User Support 1–3 years experience in a lead or supervisory role is preferred ITIL / technical certifications (A+, ITIL Foundation) are an advantage Strong hands‑on experience in Windows & Mac OS troubleshooting Knowledge of Active Directory, O365, Intune, endpoint tools Experience with ITSM tools (ServiceNow preferred) Solid understanding of ITIL processes Strong communication and stakeholder management skills Ability to handle pressure, escalations, and executive interactions If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.