Desktop Support Manager

UNITED CEREBRAL PALSY ASSOCIATION OF THE NORTH COUNTRY•Town of Canton, NY

1d•$64,000 - $76,800•Onsite

About The Position

The Desktop Support Manager is responsible for the leadership, coordination, and continuous improvement of end-user technology support services across the organization. This position oversees Desktop Support staff and ensures the effective operation of desktop computing, telecommunications, printers, and business applications that support clinical, administrative, and residential service delivery. The Desktop Support Manager promotes high-quality customer service, timely issue resolution, and reliable technology systems that enable staff to fulfill the organization's mission.

Requirements

Bachelor’s degree in computer science or related discipline or equivalent combination of education and experience.
Five years or more of experience managing a support desk team.
Demonstrated management and decision-making skills concerning IT policies, processes, and procedures.
Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.
Ability to analyze and assess problems and unusual situations and develop solutions, as well as organize and execute work logically.
Advanced skills in personal computer word processing, spreadsheets, databases, DOS, and Windows.
Willingness to be on-call and work evenings and weekends when necessary.
Excellent verbal and written communication skills with the ability to communicate technical information to non-technical users.
Heavy work; ability to frequently lift 25 – 50 lbs. to move and carry computer equipment.
Excellent hand-eye coordination and excellent hand and finger dexterity, including the ability to grasp objects.
Ability to sit for long periods of time.
Ability to tolerate extensive exposure to a computer monitor/screen.
Ability to tolerate extensive use of the computer keyboard.

Nice To Haves

A+ Certification
Knowledge of the healthcare industry and the role of IT in healthcare

Responsibilities

Supervision and development of Desktop Support staff, including performance management, coaching, training, development, evaluations, and progressive discipline.
Creation and adjustment of staff schedules to ensure adequate Desktop Support coverage and on-call support.
Training and development of Desktop Support staff in hardware, software, and user support functions.
Maintaining competency and enhancing professional growth through continuing education, training, and professional conferences.
Ensuring users receive efficient and timely first- and second-level technical support.
Monitoring the ticketing system and following up with assigned staff for timely resolution of support requests.
Maintaining a centralized knowledge base and support resources.
Implementing processes and best practices to improve customer support and service delivery.
Meeting established Service Level Agreements (SLAs) for systems infrastructure and support services.
Overseeing the deployment, configuration, and support of desktop hardware, software, and user accounts.
Ensuring staff are trained to provision and maintain user access to required systems and resources.
Managing Desktop Support staff in the deployment, maintenance, troubleshooting, and support of the organization’s printer fleet.
Overseeing support for line-of-business applications and coordinating escalated support activities with vendors.
Providing staff support for projects and administrative activities related to desktop computing, networks, and telephony systems.
Monitoring recurring issues, identifying problem trends, and ensuring root-cause analysis and troubleshooting.
Invoking escalation procedures and coordinating recovery efforts during system outages or service interruptions.
Assisting in the development and implementation of quality improvement initiatives for Information Technology services.
Collaborating with other departments to coordinate work processes, projects, and technology-related initiatives.
Developing and presenting reports to senior management regarding ticket volumes, response times, resolution metrics, and service levels.
Ensuring daily, weekly, and monthly operational statistics, status reports, and graphical reporting tools are completed and maintained.
Analyzing service metrics and operational data to identify opportunities for process improvement and resource optimization.
Performing other related duties as assigned by the supervisor or IT Director.