SWBC · 2 weeks ago
Desktop Support Manager
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
3+ years expSWBC is seeking a talented individual to supervise and guide the Desktop Support team while ensuring effective IT support within the desktop environment. The role involves managing staff activities, resolving technical issues, and collaborating with senior leadership to implement support strategies and improvements.
BankingFinanceFinancial ServicesInsurance
Responsibilities
Manages the staff and activities involved in providing technical support and resolution of desktop computing problems, installation, configuration and setup of desktop hardware and software. Oversees work schedules, processes time entry reports, resolves personnel related issues and interviews and hires for open positions as well as coaches, counsels and disciplines
Ensures SLA's are met and new requirements are captured by collaborating with senior executives. Updates customers on status of requests by maintaining communications and/or conducts meetings and proactively escalates any issues that cannot be resolved within the established timeframe measures to ensure all desktops and laptops are running efficiently
Works closely with Asset Management to maintain inventory and provides input on policies and procedures for maintaining inventory and distribution
Proposes, documents and implements changes to policies or procedures in line with technology advancement
Ensures all assistance requests from customers are handled promptly and effectively, and escalated to the appropriate level
Performs quality checks and audits of work carried out by the Desktop Support Team
Provides support on new projects or services which support the goal of continuous service improvements by working with Desktop Engineer and Application Support
Manages personal and technical development of the Desktop Support Team, including appraisals and training plans
Manages and resolves complex break/fix issues and provides hands-on technical support. Performs skilled repairs and maintenance of computers, peripherals, and technology systems to ensure continuous systems functionality
Performs all other duties as assigned
Qualification
Required
Associate's Degree in Computer Information Systems or related field; an on-line vocational college technical degree; or equivalent experience
Minimum of three (3) years of enterprise call center, help desk, service desk, and/or desktop support operations experience to include configuring, installing, troubleshooting, and maintaining desktop hardware and software in a large network environment with a minimum of one (1) year of supervisory experience included
Strong knowledge of installation, maintenance, performance monitoring/optimization, and software updates for the following desktop technologies: Microsoft Windows Desktops/laptops/tablets, Apple Mac OSX Desktops, Rackspace Co-Located Servers
Strong knowledge of Incident, Change, and Problem Management processes (ITILv3.0 foundation)
Strong knowledge of Public Cloud Servers, VMware virtual desktops, Avaya Telecom System
Strong knowledge of enterprise ticketing applications such as ServiceNow Service Management
Thorough understanding of PC hardware components and ITG supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, and time entry systems
Understanding of LAN, WAN, and wireless networking technologies
Strong leadership, interpersonal and team management skills
Strong written and oral communication skills
Strong organizational and time management skills
Excellent detail oriented and problem analysis skills
Proficient in MS Office desktop applications including MS Word, Excel, MS Project, and Outlook
Able to accommodate a flexible schedule concerning required systems availability and accessibility
Able to sit and/or stand for long periods of time while providing desktop support or other job-related activities
Able to lift, push, or pull 20-40 lbs. of computer-related equipment, carts, or other office items
Able to kneel, stoop, or bend while installing and/or repairing computer equipment
Able to travel locally, state-wide, and/or nationally
Preferred
Bachelor's Degree in Computer Information Systems or related field preferred
ITIL v3.0 Foundation Certification preferred
Benefits
Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program
Based upon employee eligibility
Company
SWBC
SWBC is a provider of insurance, mortgage, and investment services to financial institutions, businesses, and individuals.
1001-5000 employees
H1B Sponsorship
SWBC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (16)
2023 (9)
2022 (22)
2021 (14)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Gary Dudley
President and Co-founder
Recent News
2025-09-12
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2025-08-13
MarketScreener
2025-07-24
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