Parallel Partners · 12 hours ago
Deskside Manager, Onsite
205 West Randolph Street, Warren, NJ, United States
Full-time
Onsite
Senior Level, Lead/Staff
$90K/yr - $100K/yr
8+ years expParallel Partners is a staffing and recruiting company seeking a Deskside Manager to oversee onsite IT support operations for a global account serving a USA-based client. The role involves managing deskside support teams, ensuring service delivery meets SLAs, and acting as the liaison between the client’s U.S. leadership and global IT teams.
Human ResourcesInformation TechnologyRecruitingStaffing Agency
Responsibilities
Lead and manage deskside support teams across multiple regions for a USA-based client
Ensure standardized service delivery, performance, and process adherence across all locations
Oversee staffing, scheduling, and workload management for optimal service coverage
Foster teamwork, cross-cultural awareness, and consistent operational standards
Serve as the primary point of escalation for deskside support issues and client requests
Oversee daily deskside activities including hardware deployment, software support, and issue resolution
Ensure all service requests and incidents are resolved within agreed SLAs and KPIs
Manage IT asset inventory and lifecycle management across all supported sites
Coordinate scheduled site visits to ensure proactive maintenance and user engagement
Provide executive and VIP-level support with an emphasis on reliability and discretion
Define, manage, and monitor Service Level Agreements (SLAs) across global operations
Track and report on performance metrics, including SLA compliance, CSAT, and incident trends
Prepare and present governance and performance reports to both client and internal leadership
Investigate SLA deviations, identify root causes, and implement corrective measures
Leverage analytics to forecast workload, improve resource allocation, and enhance service efficiency
Oversee incident resolution and service request fulfillment, ensuring timely closure and quality outcomes
Collaborate with infrastructure and global IT teams to address recurring issues through problem management
Participate in change management reviews to minimize operational risks
Maintain documentation and ensure compliance with ITIL and client-specific standards
Develop and maintain standardized deskside support processes and documentation across global teams
Lead continuous improvement initiatives to optimize workflows, increase first-time fix rates, and improve user satisfaction
Manage and enhance the Scheduled Site Visit program to proactively monitor site performance, ensure infrastructure readiness, and prevent potential service interruptions
Analyze visit data to identify trends and improvement opportunities
Act as the primary liaison between the USA-based client’s IT leadership and global support teams
Participate in ongoing governance and operational meetings to review service delivery, SLAs, and improvement plans
Provide transparent, data-driven communication and reporting to all stakeholders
Maintain governance documentation, performance dashboards, and quarterly business review (QBR) materials
Build and sustain strong client relationships through consistent communication and service alignment
Support global IT initiatives such as hardware refresh projects, software deployments, and office relocations
Coordinate with third-party vendors and service providers to ensure timely, high-quality service delivery
Ensure compliance with client and corporate IT security, asset management, and audit requirements
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related discipline
8+ years of experience in IT support operations, with 5+ years in leadership or managerial capacity (preferably managing global or regional teams)
Qualified candidates must have experience on the Managed Service Provider (MSP) side
Proven experience managing global or multi-region IT support operations
Strong expertise in SLA management, performance reporting, and governance leadership
In-depth knowledge of Windows, macOS, and mobile device environments
Proficiency in ITSM tools (e.g., ServiceNow, Remedy, or Jira Service Management)
Comprehensive understanding of ITIL processes (Incident, Problem, Change, and Service Level Management)
Excellent leadership, communication, and stakeholder engagement skills
Analytical, data-driven mindset with a focus on service improvement and operational excellence
Preferred
Preferred certifications: ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator
Benefits
Holidays
Vacation days
PTO
Company
Parallel Partners
Parallel Partners specializes in IT staffing, recruiting, and executive search services.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Saven Bellarmino
Founder and President
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