Desktop Support Manager

The Desktop Support Manager is responsible for ensuring the timely and efficient delivery of high-quality technical support to internal users. This hands-on leadership role oversees and coordinates the activities of the Desktop Support team, establishes troubleshooting policies and procedures, and ensures effective resolution of IT issues. The ideal candidate will have strong technical expertise, excellent communication skills, and proven leadership experience in managing IT support teams.

Compensation Data: Exempt salary based on experience.

Travel: Sporadic; less than 5% annually

Location/Schedule:  MUST live in Ohio, Michigan or Indiana (working from Home). Manages a team across the US, so ability to connect from east coast to west coast team members when needed

Primary Responsibilities:

• Lead and manage the Desktop Support team, ensuring exceptional service and technical assistance for desktops, laptops, and mobile devices both on-site and remotely.
• Develop, implement, and enforce troubleshooting  policies and procedures to standardize issue resolution.
• Oversee incident escalation and resolution processes, ensuring timely and effective support for end-users.
• Maintain and manage the IT asset inventory system, tracking hardware, software, and licensing.
• Provide training, coaching, and mentorship to team members to enhance technical skills and service delivery.
• Assist end-users in troubleshooting hardware, software, and network issues when necessary.
• Collaborate with IT leadership to improve system administration and infrastructure support.

Required Skills & Knowledge:

Technical & IT Support Expertise

• Strong knowledge of desktop, laptop, and mobile device troubleshooting.
• Expertise in Microsoft Office 365 applications and enterprise software support.
• Experience managing PC imaging, cloning, and deployment suites.
• Hands-on experience with Active Directory user administration and Group Policy management.
• Understanding of Citrix and Terminal Server environments.
• Knowledge of TCP/IP networking, VoIP, and network printing.

Leadership & Communication

• Proven experience leading help desk or desktop support teams, with a focus on performance management and process      improvement.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the      organization.
• Strong problem-solving and decision-making  skills in fast-paced environments.
• Ability to develop clear and concise technical documentation and end-user training materials.

Preferred Qualifications:

• Experience supporting hybrid or remote work environments.
• Familiarity with IT Service Management (ITSM) frameworks like ITIL.
• Knowledge of cybersecurity best practices  for endpoint security

Required Experience & Education:

• Minimum 7 years of relevant IT support experience, with at least 3 years in a leadership or management role.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Industry certifications (e.g., ITIL, Microsoft, CompTIA A+) are a plus.

Why Join BFG Supply:

· Medical, Dental, Vision and Prescription Drug Insurance Coverage 

· HSA or FSA with employer contribution

· Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits

· FMLA, AD&D, Voluntary Benefits, EAP, Teladoc

· 401(k) Contribution Matching Program

· Paid Vacation and Holidays

Our Commitment and Difference: 

BFG values ongoing improvement and growth, not only for our individual team, but also for our entire organization. We foster a culture that promotes learning, innovation, development, and the relentless pursuit of excellence in all aspects of our business. We are a fast-growing company, integrating the latest systems and technologies to streamline our internal operations and elevate the total customer experience.

Founded in 1972, BFG Supply has a long history of serving the Green Industry including Professional Grower, Independent Lawn & Garden, Controlled Environment Agriculture and Hydroponic industries. As an established industry leader, BFG provides the highest levels of customer service, the broadest product range, and innovative technology solutions. BFG is a true single source supplier for all your Green Industry needs from watering tools and control solutions to multi-acre fully integrated professional greenhouse structures. In a world full of change you can take comfort in knowing that BFG Supply is focused on caring for your business needs. We look forward to providing the best customer service in the industry and supporting the growth of our customers. 

BFG Supply Company is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States.