Manager of Desktop Support

QCR Holdings, Inc.•Moline, IL

1d•Onsite

About The Position

The Manager of Desktop Support will oversee all desktop support staff remotely deployed at the bank charters, ensuring end-users are receiving exceptional service. This role will manage and implement procedures for identifying, prioritizing and resolving incidents and requests. The Manager of Desktop Support is also responsible for monitoring, tracking and coordinating all desktop support functions, according to industry best practices, ensuring the highest level of customer service.

Requirements

Bachelor’s degree in information technology, computer science, or a related field (or equivalent work experience).
Proven experience in managing and leading desktop support teams, preferably in a relevant industry or organization.
Strong knowledge of IT service management (ITSM) frameworks and methodologies, such as ITIL.
Proficiency in incident and problem management processes, including identification, prioritization, and resolution.
Excellent communication and interpersonal skills, with the ability to interact effectively with end-users, stakeholders, and technical teams.
Strong analytical and problem-solving skills, with the ability to identify and address support bottlenecks and implement proactive solutions.
Experience in utilizing desktop support tools and technologies, such as ticketing systems, remote support tools, and Microsoft InTune.
Familiarity with IT infrastructure components and technologies, including networks, hardware, software, and databases.
Experience in managing hardware and software inventory and conducting technology assessments and procurement.
Proven ability to adapt to a fast-paced and changing environment, managing multiple priorities and projects simultaneously.

Responsibilities

Manage and lead a team of desktop support staff, providing guidance, support, and supervision to ensure high-quality customer service.
Develop and implement desktop support procedures, guidelines, and best practices to streamline incident and request management, ensuring timely and effective resolution.
Monitor and track desktop support activities, including incident tickets, service requests, and problem tickets, to ensure adherence to defined service level agreements (SLAs).
Coordinate and collaborate with other IT teams and departments to resolve complex incidents and escalate issues to appropriate levels when necessary.
Maintain an up-to-date inventory of desktop hardware, software and peripherals, and ensure proper asset management tracking
Plan and execute hardware and software upgrades, desktop deployments, and technology refresh cycles to keep end-user equipment up-to-date and in compliance with organizational standards.
Analyze desktop support performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take appropriate actions to improve service quality.
Oversee the selection, implementation, and maintenance of desktop management tools and technologies to enhance service delivery and operational efficiency.
Develop and deliver training programs and knowledge-sharing initiatives to enhance end-user self-sufficiency and knowledge of desktop technologies.
Stay informed on industry trends, best practices, and emerging technologies related to desktop support, and propose and implement relevant improvements accordingly.
Provide on-site or remote support to end-users to help resolve escalated problems.
Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects.
Evaluate performance, administer quarterly touch points and deliver performance evaluations.
Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture.
Understand and administer compensation based on a pay for performance philosophy, including merit increases and variable pay.
Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
Foster and preserve a culture of inclusion.
Additional duties and responsibilities may be required to support the company’s mission, vision and values.