IT Manager - Desktop Support
We are seeking an IT Manager, Desktop Support to lead a distributed team of Technical Support Analysts and Senior Technical Support Analysts supporting three U.S. locations, as well as remote field agents and remote employees across the United States.
This role is based in our Springfield, Illinois office and requires full-time onsite presence.
The IT Manager, Desktop Support is responsible for delivering high-quality end-user support services, maintaining system reliability, and driving continuous improvement across desktop, virtual, and endpoint environments. This leader will combine strong technical knowledge with proven people leadership to develop staff, optimize support operations, and ensure support services meet organizational needs across both onsite and remote work environments.
Essential Duties and Responsibilities
Leadership and Team Management
Lead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts
Oversee workload distribution, employee performance, and career development planning
Foster a collaborative, customer-focused, and high-performing team culture
Provide technical guidance and mentorship to support professional growth across the team
Manage a distributed desktop support team serving three U.S. locations, remote insurance agents, and remote employees nationwide
Operational Management
Ensure timely response and resolution of incidents and service requests in accordance with established service level agreements
Monitor and improve service quality, operational efficiency, and end-user satisfaction
Establish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolution
Drive consistency in support processes, documentation, and standard operating procedures
Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users
Technical Oversight
Oversee support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripherals
Guide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote users
Ensure reliability, performance, and security of supported endpoint systems
Partner with infrastructure and application teams to resolve escalated incidents and systemic issues
Support technology deployments, upgrades, hardware refreshes, and lifecycle management activities
Ensure effective support processes are in place for remote access, virtual support, device provisioning, and endpoint troubleshooting for users across the U.S.
Strategic Collaboration
Work with business partners and IT teams to align support services with organizational priorities
Contribute to business continuity and disaster recovery planning efforts
Identify opportunities for automation, tooling enhancements, and process improvements
Support cross-functional initiatives that improve the user support experience and technical operations
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
5 to 10 years of progressive IT support experience, including leadership responsibility
Experience leading technical support teams, preferably in a Tier 2 support environment
Strong knowledge of Windows and Mac operating systems
Strong knowledge of endpoint hardware, peripherals, and desktop support tools
Experience supporting virtual desktop or virtual workstation environments
Demonstrated ability to manage SLAs, service metrics, and support performance
Strong troubleshooting, problem-solving, and decision-making skills
Excellent verbal and written communication skills
Preferred Qualifications
Experience leading distributed or multi-site support teams
Experience supporting remote employees or field-based users in a geographically dispersed environment
IT certifications or active participation in certification programs
Experience with scripting, automation, or endpoint management tools
Knowledge of ITIL or other IT service management frameworks
Key Competencies
Leadership and team development
Customer service orientation
Operational excellence
Analytical thinking and problem-solving
Collaboration and stakeholder management
Ability to work effectively in a fast-paced, evolving environment
Additional Information
This role is based in Springfield, Illinois and is full-time onsite
Occasional travel between locations may be required
Off-hours support may be needed for critical incidents, system changes, or major deployments
Must be able to work cross-functionally to resolve complex technical issues
Supports a user base that includes onsite employees, remote employees, and remote insurance agents across the United States
Pay Range:
$105,200.00 - $147,950.00
Salary is commensurate to experience, location, etc.
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Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.
We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
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