Desktop Support Manager - TEKsystems

Desktop Support Manager

Position Summary

This position is responsible for planning, directing, and

coordinating the design, installation, and management of the desktop

environment to ensure the stable operation of the organization’s IT assets.

This includes developing, configuring, maintaining, supporting, and optimizing

all new and existing desktop hardware, software, and communication links. The

role also involves directing the desktop team with best practices and issue

resolution.

Supervision

This position directly supervises, schedules, and directs

the activities of the desktop staff to resolve all operational desktop issues

and problems in a timely and accurate fashion. Responsibilities include

participation in the interviewing and hiring process; training employees;

planning, assigning, and directing work; appraising performance; coaching and

recommending discipline for employees; addressing complaints and resolving

problems by carrying out supervisory responsibilities in accordance with the organization’s

policies and applicable laws.

Essential Duties and Responsibilities

• Lead the internal IT support team in day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, and contributing to the overall improvement of the IT stack.
• Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position.
• Work in conjunction with all IT management to establish, measure, and define IT goals and maintain an IT roadmap.
• Mentor, lead, train, and direct the IT desktop support staff and IT desktop contracted staff in advanced technology issues and support of our environment.
• Perform staff scheduling to ensure Help Desk coverage during normal business hours.
• Maintain a central source of information enabling desktop support staff to recover from outages with minimal disruption to expected service levels.
• Invoke problem escalation procedures to coordinate recovery.
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinate training requirements of Help Desk personnel.
• Contribute to departmental productivity and development objectives by participating in training programs.

Technical Responsibilities

• Serve as a technical resource to Information Technology Support Staff on desktop software and hardware problems or client requests.
• Provide oversight of staff activities in the installation, configuration, maintenance, and troubleshooting of end-user technology devices and related peripherals, and establish best practices and policies.
• Design, plan, and provide oversight as to the preventative maintenance and other general tasks to aid in the ongoing support of the desktop environment.
• Perform equipment and software inventories and updates in appropriate databases. Responsible for maintenance of site documentation.
• Assist in the evaluation of business problems and research on new technology as directed by management staff. Provide input to management staff regarding client’s equipment and software needs.
• Participate in the after-hours on-call rotation.
• Research and recommend to IT management desktop changes to increase security, performance, and efficiency.
• Recommend, manage, and maintain security and policy changes to maintain optimum management of the desktop computing environment.
• Create and maintain user self-help documentation, technical documentation, and procedural documentation.
• Maintain complete and accurate documentation on technical design and configuration, approving documentation created by the desktop team for accuracy and repeatability.
• Maintain an expert level knowledge of Windows Operating System competency related to the environment and issue resolution, providing guidance and leadership support to the desktop team.
• Initiate projects as needed to advance the security and reliability of the desktop environment, including team instructions and documentation as to project findings, direction, and scope with an expected timetable for completion.
• Recommend to management standards and best practice changes that affect the desktop environment. Once approved, maintain ownership of the project and manage it to completion with desktop team members.
• Act as Project Manager with decision-making responsibility on projects assigned by IT management in relation to the end-user environment.

Enterprise Required Skills

• Desktop
• Project management
• Support
• Windows 10
• Troubleshooting
• Infrastructure
• Help desk support
• Customer service
• Management skills
• Office 365
• Service delivery
• Active directory
• Help desk
• Vendor management
• Technical support
• Hardware
• Service desk
• Imaging
• Network operations

Top Skills Details

• Lead the internal IT support team in day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, and contributing to the overall improvement of the IT stack.
• Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position.
• Coordinate training requirements of Help Desk personnel.
• Perform staff scheduling to ensure Help Desk coverage during normal business hours.
• Mentor, lead, train, and direct the IT desktop support staff and IT desktop contracted staff in advanced technology issues and support of our environment.

o  Eligibilityrequirements apply to some benefits and may depend on your job classification

and length of employment. Benefits are subject to change and may be subject to

specific elections, plan, or program terms.  If eligible, the benefits

available for this temporary role may include the following: 

§  Medical, dental & vision 

§  Critical Illness, Accident, and Hospital 

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.