Everise
AssistantManager-DesktopSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Assistant Manager - Desktop Support at Everise. Skills: Desktop support, ITSM tools, Stakeholder management. Manage L1/L2 desktop support. Own ITSM ticket queue governance”
What They're Looking For.
Must Have
6–9 years of experience in IT Desktop / End‑User Support, 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, communication and stakeholder management skills, Ability to handle pressure, escalations, and executive interactions
Nice to Have
1–3 years experience in a lead or supervisory role is preferred, ITIL / technical certifications (A+, ITIL Foundation) are an advantage
What You'll Do.
Manage L1/L2 desktop support
Own ITSM ticket queue governance
Act as escalation point
Ensure onsite support coverage
Oversee new joiner IT readiness
Support endpoint security
Manage asset inventory
How You'll Work.
Team & Collaboration
Coordinate with Infrastructure, Security, and Asset teams
Communication Scope
communication and stakeholder management skills
Full Job Description
## **_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
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