Desktop Engineering Manager

DHRM•Richmond, VA

About The Position

The Desktop Engineering Manager oversees deskside support staff and ensures agency end users receive timely, accurate assistance within the end-user computing environment. The role supports and maintains in-house audiovisual equipment and non-print media assets, supervises the software application repository, and manages agency hardware and software assets. The manager plans, designs, and analyzes the deskside support team in accordance with best practices and ensures high levels of customer service quality and availability. Responsibilities include managing incident identification, prioritization, resolution, and escalation policies and procedures; staffing capacity planning; service process design; performance analysis; proactive resolution planning; workarounds; and trend and root-cause analysis. The manager also installs, diagnoses, repairs, maintains, and upgrades end-user devices and equipment, and provides hands-on support for escalated issues when necessary. The role plans, packages, coordinates, and deploys the processes needed to provide users with applications and systems required for agency operations. It also plans, monitors, and records software licenses and hardware assets to ensure vendor-contract compliance, and recommends improvements to asset-tracking procedures and lifecycle quality control.

Requirements

Extensive application support experience.
Extensive technical knowledge of computer hardware, including internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems.
Direct, hands-on experience with automated software deployment and workstation management tools.
Proven experience overseeing the direction, development, and implementation of software solutions.
Good project management skills and/or substantial exposure to project-based work structures.
Keen attention to detail.
Team-oriented approach and skill working in a collaborative environment.
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong customer service orientation.

Nice To Haves

College diploma or university degree in computer science, or five years of equivalent work experience.
ITIL certification.

Responsibilities

Oversee deskside support staff and ensure end users receive timely and accurate assistance.
Support and maintain in-house audiovisual equipment and non-print media assets.
Supervise and maintain the agency’s software application repository.
Actively manage agency hardware and software assets.
Plan, design, and analyze the deskside support team according to best practices.
Manage policies and procedures for identifying, prioritizing, resolving, and escalating incidents.
Conduct staffing capacity planning, service process design, and performance analysis.
Develop proactive resolution plans and implement workarounds.
Install, diagnose, repair, maintain, and upgrade end-user devices and equipment.
Conduct trend and root-cause analyses.
Provide in-person, hands-on support for escalated problems when necessary.
Plan, package, coordinate, and deploy processes for providing user applications and systems needed for agency operations.
Plan, monitor, and record software licenses and hardware assets to ensure compliance with vendor contracts.
Recommend improvements to agency asset-tracking procedures and oversee quality control throughout asset lifecycles.