Why Ryan? Competitive Compensation and Benefits Business Connectivity Reimbursement (Phone/Internet) Gym Membership or Equipment Reimbursement LinkedIn Learning Subscription Flexible Work Environment Tuition Reimbursement After One Year of Service Accelerated Career Path Award-Winning Culture & Community Outreach As our IT Desktop Services Manager, you will provide operational and people leadership for Desktop Administration services across Ryan's UK and European locations. You will lead a motivated team of desktop support technicians in providing end-user solutions, resolving technical issues, and delivering excellent customer support. You will be responsible for team performance, service delivery, operational consistency, and the professional development of your team members. You will use metrics and reporting to monitor service levels, identify opportunities for improvement, and ensure alignment with Ryan's global Desktop Administration standards. You will support all aspects of end-user IT, including purchasing, vendor management, mobile devices, A/V equipment, desktops, laptops, endpoint security, patching, software licensing, and the coordination of technology deployments and office-related IT initiatives. Duties and responsibilities, as they align to Ryan’s Key Results People: Create a positive team member experience. Provide direct supervision, coaching, and performance management for assigned Desktop Administration team members across the UK and Europe. Coordinate training of team members and identify opportunities for technical development and career growth. Interface with users and management at all levels throughout the business. Oversee staffing, workload distribution, and resource planning to maintain effective support coverage across assigned locations. Promote collaboration and consistent service delivery across geographically distributed teams. Client: Assist your team in troubleshooting and resolving problems for all networked devices, including desktops, laptops, tablets, and mobile devices. Serve as a management escalation point for complex technical issues, service disruptions, and business-critical support needs. Build and maintain strong relationships with local business leadership to understand operational requirements and ensure effective IT support. Oversee onsite technology support, including executive assistance, meeting and conference room technology, and office-related IT activities. Coordinate with global Support Services teams to ensure effective escalation management, service continuity, and consistent support experiences across time zones. Value: Develop new or enhance existing processes to ensure continued high service level expectations are met and exceeded. Monitor service delivery performance, ticket trends, and operational quality to ensure consistency, responsiveness, and adherence to established service standards. Prepare regular SLA reports based on standard metrics to share with IT management. Maintain accurate software and hardware inventory in coordination with established IT Asset Management processes and standards. Work with vendors to purchase equipment and maintain currency on desktop technology. Manage vendor work at various locations throughout assigned UK and European locations. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Engage resources and oversee project work, including technology deployments, office openings, relocations, and hardware refresh initiatives. Oversee the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines. Recommend desktop solutions that meet corporate standards. Coordinates hardware and software purchasing requirements in alignment with global procurement processes and established budget approvals, identifying opportunities for cost optimization. Oversees the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines. Identify opportunities to improve operational efficiency, service consistency, and resource utilization across assigned locations. Ensure alignment with global Desktop Administration processes while addressing local operational requirements. Knowledge, Skills, and Abilities: Ability to lead and grow strong teams. Ability to delegate tasks and mentor direct reports. Interpersonal, relationship-building, vendor, and project communication skills. Operating systems expertise — Windows, macOS, iOS, and Android. Back-office systems knowledge — Active Directory, Microsoft 365, etc. Desktop software knowledge — Microsoft Office, modern browsers, and enterprise applications. General desktop support knowledge, including hardware, software, and networking concepts. Knowledge of virtualization and cloud-based concepts. Logical troubleshooting progression. Adaptability. Attention to detail. Experience managing geographically distributed teams and coordinating support across multiple locations. Ability to analyze service performance metrics and translate findings into operational improvements. Strong stakeholder management, prioritization, and decision-making skills. Knowledge of enterprise endpoint management and ITSM platforms, including Ivanti Neurons, SCCM, Intune, JAMF, and related technologies. Qualifications Bachelor's degree or equivalent work experience. Minimum 5 years of progressive desktop or end-user support experience, including experience in a lead or management capacity. Demonstrated experience supervising technical support teams and managing service delivery within an enterprise environment. Enthusiasm for technology, systems, and customer support. Analytical problem-solving abilities. Excellent interpersonal and teamwork skills. Strong communication skills. Familiarity with enterprise endpoint management, remote support, virtualization, and IT service management technologies preferred. Existing vendor relationships are a plus. Experience supporting multiple offices or geographically distributed teams preferred. #LI-AI1 Build More Than a Career. Create Your Future. Ryan is an award-winning global tax services and software provider and the only global-scale specialist in business tax. For 35 years, we’ve built our Firm around solving complex tax challenges and creating measurable value for our clients. That focus creates opportunity for our people, too. From day one, you’ll contribute to meaningful work, build deep expertise, take ownership, and make an impact for some of the world’s most respected organizations. Supported by our acclaimed myRyan work environment, you’ll have the freedom to innovate, grow professionally and personally, and perform at your best through a flexible work philosophy, commitment to work-life success, and comprehensive benefits. At Ryan, you’ll build expertise, make a meaningful impact, and create your future. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Ryan LLC (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status). Job duties related to this role are to be conducted in a manner that adheres to privacy laws, as well as follows internal governance related to protecting confidential information and trade secrets, and to securing data and company records. Equal Employment Opportunity/Affirmative Action/Accommodation Ryan, LLC is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), affectional or sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran or any other protected status under applicable law. It is Ryan's policy to make reasonable accommodation for qualified individuals with disabilities. Please contact our People Group at 972.934.0022 or [email protected] if you are interested in applying and need assistance to submit your application, or if you are interested in a position and believe you may require a reasonable accommodation in order for you to perform its essential functions. Click here to view the entire EEO poster and supplement. *Notice to Canada Candidates – In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Canadian Human Rights Act, Ryan ULC will provide accommodation, accessible formats and communication supports for the interview upon request. Ryan welcomes and encourages applications from people with disabilities*. Please access our Privacy Notice in relation to this at the following link for additional information on how we protect and handle personal information. To change or modify any personal information previously provided, please click here to access our Data Subject Access Request form.

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