Desktop Support Manager
About The Position
Oversees the organization's Desktop Support, Hardware Asset Management and Service Desk Operations. Manages a team who troubleshoots and resolves technical issues, manages escalations, and ensures issues are resolved in a timely manner. This person is tasked with ensuring the reliability and optimal performance of IT computer systems, printers, scanners, and maintaining high availability for users and company members. Monitors team performance, communication with users, and ensures quality in-person and phone support. Ensures IT Asset Management standards are followed, ensuring timely and consistent equipment refreshes. Develops, coaches, and trains department for continuous assessment and calibration to ensure performance expectations are met and proper staffing levels are maintained for Service Desk and Desktop Support staff. Manages the Information Technology Service Management (ITSM) program which includes Desktop Support and Service Desk operations (incident/request ticket management, etc.). Manages the ITSM application including testing, maintenance, changes, releases, and updates. Ensures optimal tool and accompanying features use. Monitors and manages Service Desk phone queue. Manages the hardware aspect of the Information Technology Asset Management (ITAM) program. Uses the appropriate tools and applications to execute the ITAM Lifecycle from planning/procurement through retirement/disposal. Creates and follows a defined hardware refresh cycle based on ITAM/ITIL best practices. Creates and maintains hardware configuration standards that ensure effective operation and responsiveness of all supported applications collaboratively with other managers. Completes all administrative tasks associated with managing staff including performance reviews, counseling, coaching, time off, and timesheet approvals. Manages and coordinates urgent and complicated support issues. Acts as an escalation point for requests and incidents. Provides data and reporting of KPI’s and other performance trends as required. Ensures creation, updating and usage of knowledge articles which includes step-by-step instructions, Standard Operating Procedures, and other forms of documentation pertinent to Service Desk operations and Desktop Support. Manages vendor relationships as needed for daily operational needs. Performs vendor due diligence tasks as required. Develops or establishes strong relationships with service providers. Reviews Service Desk survey feedback to improve services, tools, and support experience. Oversees after-hours support and on-call support for branch and staff support. Manages the installation, configuration, and troubleshooting of desktop and laptop hardware and software image. Assists with the buildout of new branches.
Requirements
- Bachelor’s degree in a technology related field or an equivalent combination of education and experience in infrastructure or desktop support required.
- Three years of technology-related supervisory experience required.
Nice To Haves
- ITIL certification or training preferred.
Responsibilities
- Oversees the organization's Desktop Support, Hardware Asset Management and Service Desk Operations.
- Manages a team who troubleshoots and resolves technical issues, manages escalations, and ensures issues are resolved in a timely manner.
- Ensures the reliability and optimal performance of IT computer systems, printers, scanners, and maintaining high availability for users and company members.
- Monitors team performance, communication with users, and ensures quality in-person and phone support.
- Ensures IT Asset Management standards are followed, ensuring timely and consistent equipment refreshes.
- Develops, coaches, and trains department for continuous assessment and calibration to ensure performance expectations are met and proper staffing levels are maintained for Service Desk and Desktop Support staff.
- Manages the Information Technology Service Management (ITSM) program which includes Desktop Support and Service Desk operations (incident/request ticket management, etc.).
- Manages the ITSM application including testing, maintenance, changes, releases, and updates.
- Ensures optimal tool and accompanying features use.
- Monitors and manages Service Desk phone queue.
- Manages the hardware aspect of the Information Technology Asset Management (ITAM) program.
- Uses the appropriate tools and applications to execute the ITAM Lifecycle from planning/procurement through retirement/disposal.
- Creates and follows a defined hardware refresh cycle based on ITAM/ITIL best practices.
- Creates and maintains hardware configuration standards that ensure effective operation and responsiveness of all supported applications collaboratively with other managers.
- Completes all administrative tasks associated with managing staff including performance reviews, counseling, coaching, time off, and timesheet approvals.
- Manages and coordinates urgent and complicated support issues.
- Acts as an escalation point for requests and incidents.
- Provides data and reporting of KPI’s and other performance trends as required.
- Ensures creation, updating and usage of knowledge articles which includes step-by-step instructions, Standard Operating Procedures, and other forms of documentation pertinent to Service Desk operations and Desktop Support.
- Manages vendor relationships as needed for daily operational needs.
- Performs vendor due diligence tasks as required.
- Develops or establishes strong relationships with service providers.
- Reviews Service Desk survey feedback to improve services, tools, and support experience.
- Oversees after-hours support and on-call support for branch and staff support.
- Manages the installation, configuration, and troubleshooting of desktop and laptop hardware and software image.
- Assists with the buildout of new branches.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
