Desktop Support Manager

SWBC • San Antonio, TX

105d

About The Position

SWBC is seeking a talented individual that will be Responsible for the supervision, technical development and guidance of the Desktop Support team and leads their day to day activities. This role ensures an effective and efficient level of IT Support is provided within the desktop support environment in resolving IT related issues. Why you'll love this role: You’ll lead a talented team of desktop support professionals, driving impactful solutions that keep our technology running smoothly across the organization. This role offers the opportunity to shape support strategies, collaborate with senior leadership, and implement innovative improvements. If you thrive in a fast-paced environment and enjoy mentoring others while staying hands-on with technology, this is the perfect fit for you.

Requirements

• Associate’s Degree in Computer Information Systems or related field; an on-line vocational college technical degree; or equivalent experience.
• Bachelor’s Degree in Computer Information Systems or related field preferred.
• Minimum of three (3) years of enterprise call center, help desk, service desk, and/or desktop support operations experience to include configuring, installing, troubleshooting, and maintaining desktop hardware and software in a large network environment with a minimum of one (1) year of supervisory experience included.
• ITIL v3.0 Foundation Certification preferred.
• Strong knowledge of installation, maintenance, performance monitoring/optimization, and software updates for Microsoft Windows Desktops/laptops/tablets, Apple Mac OSX Desktops, Rackspace Co-Located Servers.
• Strong knowledge of Incident, Change, and Problem Management processes (ITILv3.0 foundation).
• Strong knowledge of Public Cloud Servers, VMware virtual desktops, Avaya Telecom System.
• Strong knowledge of enterprise ticketing applications such as ServiceNow Service Management.
• Thorough understanding of PC hardware components and ITG supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, and time entry systems.
• Understanding of LAN, WAN, and wireless networking technologies.
• Strong leadership, interpersonal and team management skills.
• Strong written and oral communication skills.
• Strong organizational and time management skills.
• Excellent detail oriented and problem analysis skills.
• Proficient in MS Office desktop applications including MS Word, Excel, MS Project, and Outlook.
• Able to accommodate a flexible schedule concerning required systems availability and accessibility.
• Able to sit and/or stand for long periods of time while providing desktop support or other job-related activities.
• Able to lift, push, or pull 20-40 lbs. of computer-related equipment, carts, or other office items.
• Able to kneel, stoop, or bend while installing and/or repairing computer equipment.
• Able to travel locally, state-wide, and/or nationally.

Responsibilities

• Manages the staff and activities involved in providing technical support and resolution of desktop computing problems, installation, configuration and setup of desktop hardware and software.
• Oversees work schedules, processes time entry reports, resolves personnel related issues and interviews and hires for open positions as well as coaches, counsels and disciplines.
• Ensures SLA's are met and new requirements are captured by collaborating with senior executives.
• Updates customers on status of requests by maintaining communications and/or conducts meetings and proactively escalates any issues that cannot be resolved within the established timeframe.
• Measures to ensure all desktops and laptops are running efficiently.
• Works closely with Asset Management to maintain inventory and provides input on policies and procedures for maintaining inventory and distribution.
• Proposes, documents and implements changes to policies or procedures in line with technology advancement.
• Ensures all assistance requests from customers are handled promptly and effectively, and escalated to the appropriate level.
• Performs quality checks and audits of work carried out by the Desktop Support Team.
• Provides support on new projects or services which support the goal of continuous service improvements by working with Desktop Engineer and Application Support.
• Manages personal and technical development of the Desktop Support Team, including appraisals and training plans.
• Manages and resolves complex break/fix issues and provides hands-on technical support.
• Performs skilled repairs and maintenance of computers, peripherals, and technology systems to ensure continuous systems functionality.
• Performs all other duties as assigned.

Benefits

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees