Desktop Support Manager

1 week ago(1/11/2018 9:09 AM)
Job ID
# Positions
Experience (Years)
Information Technology

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.


The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.


As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.


MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.


As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!


Position Overview

The Desktop Support Manager manages the support and maintenance of all desktop, laptop, printers, and tablets used in the facilities, the support center, and field. They develop and implement Project Plans as needed for major technological initiatives. The support that this manager provides for Desktops, Tablets and Printers will include the ability to manage appropriate response to customer issues, escalating issues to the appropriate manufacturer of equipment, and utilizing warranty exchanges if possible. This individual will also be responsible to lead, train, manage, review and develop multiple members of the desktop support team.


  • Provide support for all Laptops, Desktops for support center, restaurant and fields support users.
  • Coordinate, and track all windows updates for all laptops and desktops.
  • First level antivirus troubleshooting.
  • Familiarity with ticketing, inventory, software packaging.


  • Provide support for all tablets devices used for operational task such as prep sheets, inventory, and check lists.
  • Coordinate, and track all updates regarding Android tablets.
  • Familiarity with MDM solutions.
  • Provide support for all LaserJet printers located at the restaurant level.


  • Update third party software such as Java, Flash, Acrobat
  • Windows Updates
  • Licensing
  • Knowledge of scripting, powershell, programming a plus.


  • Knowledge of CCTV technology a plus.
  • Coordinate obtaining footage for legal and risk department.
  • Coordinate Installation of equipment including Siamese cabling, cameras, DVR’s, and power supplies.
  • Coordinate projects pertaining to CCTV equipment.


  • Purchase Laptops, Desktops, New Store Equipment and misc. equipment.
  • Purchase all POS hardware for AAG
  • Assign purchased equipment to GL and CAPEX accounts
  • Perform monthly inventory of spare equipment.


  • Install POS hardware as necessary
  • Image hard drives and computers


  • Ability to coordinate project related tasks.
  • Strong Communication skills (Verbal & Written Documentation)
  • Highly motivated to achieve project goals
  • Ability to produce reports on progress of projects to System Support Manager and Director
  • Coordinate resources as Project Leader to implement hardware and software projects.
  • Report status to Senior Director of IT/Senior Management on a pre-determined schedule




  • Must be available for travel outside of state.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Acceptable equivalent combination of education; Bachelor of Science degree in computer science, or equivalent, or Master of Business Administration. Five or more years of experience with LAN technologies, multiple operating systems, and Wide Area Networking.
  • Experience managing IT professionals for five or more years.
  • Strong knowledge and experience with PC hardware (A+ Certification a plus) and software.
  • Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, rations, and proportions to practical situations.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.



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