100% REMOTE::Manager, IS Desktop Support ( End Point Support) at Houston, TX - F2F* ::ONLY W2

Job Description

David Weekley Homes is seeking a highly capable Manager, IS Desktop Support, to lead our desktop and end-point support services team. In this role, you ll ensure that our Team Members receive responsive, high-quality technology support, while aligning desktop services with our company and department goals. You ll manage day-to-day operations, lead a team of support professionals, and collaborate with business and IT partners to deliver a seamless experience across our enterprise.

Job Responsibilities

• Lead, coach, and develop a team of Desktop Support and Field Support Specialists
• Oversee daily operations for incident and request resolution, hardware/software deployment, device imaging, refresh cycles, and lifecycle management of end-user technology
• Track and report on key metrics (e.g., SLA compliance, first-contact resolution, CSAT) and drive continuous improvement
• Act as escalation point for major or complex support issues, communicating effectively with other IT groups and leadership
• Partner with Infrastructure & Security teams to ensure endpoint security, device management (e.g., Microsoft 365, Azure AD, Intune), and compliance with corporate standards
• Manage vendor relationships, hardware procurement, warranty / repair logistics, and software licensing for end-user devices
• Develop and maintain standard operating procedures, knowledge base articles, and training programs to improve service quality and efficiency
• Assist in budget planning, device inventory management, and asset tracking to support IT lifecycle initiative

Qualifications

• Has 7+ years of experience in desktop / end-user support, including at least 3 years in a supervisory or management role preferably in a multi-site or enterprise environment
• Embodies a collaborative, servant-leadership style aligned with DWH s culture of putting Team Members first, striving for excellence, and fostering continuous improvement
• Understands Windows 10/11, Microsoft 365, Active Directory/Azure AD, Intune, endpoint imaging/deployment, and basic networking (DNS, DHCP, VPN)
• Is familiar with ITSM/ticketing systems, asset management (NinjaOne), and service-management best practices (e.g., ITIL)
• Demonstrates strong leadership, excellent communication skills (technical and non-technical audiences), and a customer-centric mindset
• Certifications such as Microsoft Certified: Modern Desktop Administrator, CompTIA A+ / Network+ / Security+, or ITIL v4 Foundation