Desktop Engineering Manager

Virginia Information Technologies Agency•Richmond, VA

2d•$80,000 - $85,000

About The Position

The Desktop Engineering Manager oversees deskside support staff and ensures end users receive timely, accurate assistance within the agency’s end-user computing environment. The role supports and maintains in-house audio-visual equipment and non-print media assets, supervises the agency’s software application repository, and actively manages hardware and software assets. The manager plans, designs, and analyzes the deskside support team in line with best practices, while maintaining high customer-service quality and service availability. This includes managing incident identification, prioritization, resolution, and escalation policies and procedures; staffing capacity planning; service-process design; performance analysis; proactive resolution plans and workarounds; and trend and root-cause analysis. The role also installs, diagnoses, repairs, maintains, and upgrades end-user devices and equipment, and provides in-person support for escalated problems when needed. The position plans, packages, coordinates, and deploys the processes needed to provide user applications and systems for agency operations. It also plans, monitors, and records software licenses and hardware assets to ensure compliance with vendor contracts, and develops recommendations to improve asset-tracking procedures and quality control throughout asset lifecycles.

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 ability to work collaboratively.
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 timely, accurate assistance for end users.
Support and maintain in-house audio-visual equipment and non-print media assets.
Supervise and maintain the agency’s repository of software applications.
Manage agency hardware and software assets.
Plan, design, and analyze the deskside support team according to best practices.
Manage policies and procedures for incident identification, prioritization, resolution, and escalation.
Perform 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 and provide 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.