Desktop Services Manager

Salt River Pima-Maricopa Indian Community•Scottsdale, AZ

About The Position

Under general supervision of the Information Technology (IT) Department’s Assistant IT Director (Infrastructure and Operations), manages the Desktop Services Division staff and assigned technology systems. Oversee and directs the Desktop staff and manages operations of the division in order to provide consistent and reliable IT support services to Tribal Government computer users. This job class is treated as FLSA Exempt.

Requirements

A Bachelor’s degree from accredited college or university in Information Systems, Management Information Systems, Computer Science, Software Engineering or related discipline is required.
Demonstrated knowledge of IT Infrastructure Library (ITIL) concepts required.
Seven (7) years’ experience working in an IT Service Desk in a corporate or government environment.
Five (5) years’ direct staff management experience in an IT environment.
Three (3) years’ of experience managing projects.
Two (2) years’ experience managing budgets.
Managing teams responsible for desktop hardware, Windows, PC deployments, and Windows upgrades required.
Implementation or management of a service desk ticketing system (Microsoft System Center Service Manager, HEAT, Remedy, etc.) required.
Creating and reporting on KPIs, service desk metrics, and root cause analysis and demonstrated experience in using such data to proactively resolve issues and improve customer service required.
Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
Knowledge of the Division’s purpose, current issues, projects, organization, policies and employee related responsibilities.
Knowledge of personnel management and performance reviews.
Knowledge of SRPMIC Tribal Government standard software including all supported versions of MS Windows, MS Office and other application software.
Knowledge of configuration and troubleshooting procedures for desktop computers, laptop computers, printers, mobile phones and other related hardware.
Knowledge of Dell desktops and laptops and Panasonic Toughbook’s.
Knowledge of Microsoft Active Directory, networking and Group Policy.
Knowledge of ITIL, MOF and other service management best practices.
Skill with multi-project management, supervising staff, team creation and leadership, work plan development, project implementation, scheduling and problem resolution.
Skill establishing and maintaining effective working relationships with co-workers, computer users and vendors.
Skill mentoring staff members with project management skills, demonstrating leadership and encouraging independent growth.
Skill responding with tact, composure and courtesy when dealing with computer users and co-workers.
Skill providing outstanding internal and external customer service including all computer users within the SRPMIC Tribal Government.
Ability to develop and maintain positive and effective working relationships with all levels of the department and Community.
Ability to mentor peers and staff through individual and team efforts.
Ability to quickly change priorities and respond to short-term tasks as needed.

Nice To Haves

A graduate degree in computer science or closely related field is highly preferred.
ITIL Foundation Certification preferred.

Responsibilities

Assists with the routine supervision of assigned Desktop Services staff members.
Prioritizes and coordinates staff workflow and provides training and assistance as needed.
Establishes performance metrics for the staff.
Ensures team consistency with overall departmental goals and objectives.
Prepares EPARs for assigned staff that are reviewed and approved by the Assistant IT Director (Infrastructure & Operations).
Ensures staff performance at, or above, IT evaluation standards.
Manages the Desktop Services budget.
Trains, manages, assigns projects, evaluates, hires and terminates staff to maintain optimum performance of job duties.
Provides leadership and promotes shared responsibility among the team.
Continually seeks to further group empowerment and conflict resolution.
Coordinates division staffing and workflow requirements to provide work coverage and administrative notification during periods of personnel absence.
Serves as a member of the IT Management Team to define direction, set and maintain the goals and objectives of the Division.
Sets direction and leads staff for technology evaluation and strategic planning.
Provides senior technical leadership and works closely with other IT divisions to plan, evaluate, recommend and maintain technology to meet the client needs.
Sets direction for staff regarding implementation of Best Practices and provides opportunities for staff to grow professionally through challenging projects and operational assignments.
Mentors employees so they attain the technical and customer service skills along with experience necessary to perform independently and attain further career progression goals.
Establishes staff personal development goals and objectives and helps develop the skills necessary to ensure personal, departmental and Community success.
Manages the Audio/Video functions, which include supporting the existing conference rooms and offices as well as new design, construction and installation for existing building as well as new builds.
Prepares and recommends the annual budget request to the Assistant IT Director (Infrastructure & Operations) in order to maintain and improve the Community’s technology infrastructure.
Develops and proposes the operational and Capital Improvement Projects (CIPs) requests that meet the strategic technology refresh plan.
Works with the Assistant IT Director (Infrastructure & Operations) regarding budgeting for personal computer upgrades as well as support services and maintenance agreements.
Provides oversight for computer deployments, replacements, patching, troubleshooting and support.
Develops plans, provides overall technical direction and makes recommendations for future SRPMIC technology acquisitions.
Develops standards for all desktop related hardware and operating system components.
Formulates and provides oversight for the SRPMIC computer architecture, application installation procedures and general policies and ensures that documentation is kept up to date.
Maintains and continually improves the SRPMIC computer and desktop applications technology.
Coordinates needs assessments and hardware/software procurement with other IT Divisions to ensure adequate processing capacity to meet demand.
Ensures computer malfunctions are diagnosed promptly, efficiently and accurately.
Prepares and executes solutions with minimal interruption to basic service requirements.
Leads the team in Root Cause Analysis and formulation of effective Correction Actions (RCCA).
Maintains current product release levels.
Coordinates schedules of upgrades and product releases so that customer activities are not adversely impacted.
Develops and maintains asset management standards and procedures.
Uses desktop tools to query, update and track computers and ensures that all SRPMIC assets are tracked properly.
Performs periodic audits on assets and is responsible for asset inventory accuracy.
Writes technical requirements for Request for Proposal (RFP) and assembles RFP for review.
Works with the Finance Department’s Purchasing Division to qualify and select vendors through the competitive bid process.
Monitors contracts from their inception to closure each fiscal year and includes the entire bid process and contract performance monitoring.
Manages vendors and their responsibilities as outlined in the contract and statement of work.
Controls and regulates vendor performance.
Oversees the execution of responsibilities by vendors.
Addresses issues identified and escalated by teams.
Monitors the progress of Desktop Services related projects including related project expenditures, task scheduling and duty assignments.
Reallocates resources and modifies goals and work schedules to attain maximum efficiency.
Manages the product and cost benefit analysis process, product selection and implementation methods.
Ensures all changes to the production environment follow approved departmental change control policies, practices and procedures.
Performs other job related tasks as assigned by the Assistant IT Director (Operations & Infrastructure) or the IT Director.