Desktop Support Manager

About the role

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 maintains high availability for users and company members.

Responsibilities

• 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.
• Maintains 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.
• 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.
• ITIL certification or training preferred.

Qualifications

• Targeted Salary Range- $103,500 - $134,600 based on qualifications and experience.

Skills

• Service Orientation
• Diversity, Equity, and Inclusion
• Agile Thinking
• Teamwork
• Continuous Learning

Benefits

• Flexible working hours
• Professional development opportunities
• Health and wellness programs

Pay

Targeted Salary Range- $103,500 - $134,600 based on qualifications and experience.

Schedule

Core business hours are Monday through Friday, 8:00 am to 5:00 pm Eastern. Work outside of those core business hours is likely to occur in this role, including evenings, on call, and weekends.