Manager, Workplace Desktop Engineering (M1)

CAS•Columbus, OH

About The Position

This role requires significant interaction with multiple employees, partners with teams in the ACS, clients, and vendors, which may be face-to-face, over the phone, or via e-mail. The varied tasks to be carried out by the manager include supervising day-to-day desktop team operations, encouraging innovation, planning and delivering training, ensuring timely and professional service to end users, analyzing and identifying trends in issue reporting, resolving technical problems, managing standard application suites, creating and maintaining standard operating procedures, establishing and maintaining enterprise desktop security guidelines, assisting in developing service catalogs, contributing to team goals and budget planning, and leading project development and implementation.

Requirements

Bachelor’s degree in a computer/technical related field, or an equivalent combination of education, certifications, and experience.
Minimum of 8 or more years of relevant industry experience, including at least 2 years in a lead or supervisory position.
Proven technical support experience supporting multiple operating systems, computers, servers, and networks in an enterprise environment.
Proficiency with ITIL, Project Management, IT Security, Active Directory, and Microsoft 365 (Office, SharePoint, Entra, Azure, etc.).
Excellent problem-solving skills and the ability to navigate challenging situations professionally.
Excellent communication skills including verbal, written, and listening skills.
Ability to establish and maintain effective working relationships with co-workers, management, direct reports, clients, and especially non-technical users.
Ability to handle personal, sensitive, and confidential information discreetly.
Superior attention to detail, organizational, reporting, and time-management skills with the ability to prioritize.
Demonstrated ability to handle multiple, changing priorities in a dynamic, fast-paced environment.
Initiative, self-motivation, and a results-driven attitude; ability to handle a wide variety of duties with minimal supervision.

Responsibilities

Supervise day-to-day desktop team operations by defining and establishing schedules, setting priorities, providing support and direction, dealing with administrative issues as needed, and fostering a positive, collaborative team environment.
Encourage innovation amongst the desktop team for new technologies and other IT enhancements.
Plan, schedule, and deliver training and development for the desktop team, covering operational procedures, troubleshooting techniques, new hardware and software applications, project management, and ongoing skills enhancement.
Ensure timely, professional service to end users — fielding and resolving incidents promptly, maintaining proactive communication on status and progress, escalating to management or other IT groups when required, and tracking service levels and customer satisfaction.
Analyze and identify trends in issue reporting and devise preventative solutions.
Offer suggestions for any noted process improvements and develop new procedures.
Resolve second- and third-level hardware problems, computer OS upgrades, networking setup/diagnosis, software problems, and PC-specific issues and troubleshooting.
Ownership and maintenance of standard application suite of enterprise applications for business automation and desktop security, including budget and software maintenance.
Create and maintain standard operating procedures related to standard client/server applications for reference and support.
Establish and maintain enterprise desktop security guidelines and procedures through team management of patch management, critical updates, and antivirus technologies.
Assist in developing service catalog and other IT procedures.
Contribute to the definition of team goals and objectives in alignment with departmental priorities.
Contribute to budget planning for the desktop engineering team; monitor and manage costs for the team's work area, identifying opportunities to optimize spend.
Lead the development and implementation of projects impacting the desktop engineering function, identifying opportunities for business process improvement within project scope.