Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
9/7/2017
Job Category:
Information Services
Desktop Support Manager
(This job is no longer available)
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Job Description

Desktop Support Manager
Chicago, IL
$120-125K +Bonus

The Desktop Support Manager serves a fundamental role in managing the day to day operations of the Desktop Support teams across the organization. Overseeing the configuration, operation, and support of all IT End User systems, defining the different types of IT technical services as well as the metrics to measure its effectiveness. Additionally, the Desktop Support Manager will be responsible for the creation and maintenance of end user system standards that promote optimum usage of enterprise software while maximizing security and productivity. The manager will build and maintain knowledge base content based on the ITIL framework. This position is also accountable for the overall desktop strategy and roadmap for the organization.

What you'll do:

  • Set technology standards for all HW and SW related to personal computing by evaluating new technologies including personal computing hardware, software, and mobile technology that will become standards organization wide.
  • Maintain policies and procedures related to End User Technology. Work with IT leadership to adjust procedures as business processes change in accordance with company goals.
  • Research new technologies that could enhance overall business functions or meet customer needs to maintain or improve technical standards.
  • Provide day-to-day management and leadership to a team of support technicians spread across multiple locations.
  • Mentor and develop End User Technology team members by conducting performance reviews, goal setting, promotions, hiring and disciplinary responsibilities.
  • Maintain a focus on continuous improvement and the customer experience, ensuring a world class customer service experience and resolving customer concerns.
  • Serve as escalation support for all desktop related issues supporting the organization's incident and problem management escalation processes and practices.
  • Collaborate with infrastructure and network administration to identify areas for improvement and implement processes and procedures to support the IT department.
  • Prepare IT service performance reports by collecting, analysing, and summarizing data and trends.
  • Performs hands-on technical expertise on an as needed basis.

What you'll need:

  • A Bachelor's degree in computer sciences or equivalent.
  • 3+ years of experience directly managing technical support teams.
  • ITIL Certified.
  • MS certifications such as MCSE, MCSA, and MCITP.
  • Apple certifications such as ACMT.
  • Network certifications such as Network +, CCNA or similar.
  • Experience supporting Macs in a Windows Active Directory environment.
  • Excellent technical knowledge of Windows Server, Windows Active Directory and related services.
  • Excellent knowledge of software and applications, including Windows 10; Microsoft Office, Office 365, enterprise-level Anti-Virus & Web filtering, Cisco Unified Communications.
  • Broad experience within technical areas such as infrastructure, network administration, Operating Systems (MS Windows, Linux), Shell Scripting etc.
  • Excellent experience configuring/administering enterprise level client management tools
  • Good knowledge of networking protocols and components within a corporate LAN/WAN.
  • Superior customer service and client interfacing skills.

Bonus:

  • Excellent technical knowledge of Microsoft Office 365.
  • Excellent technical knowledge of Microsoft SharePoint Online.
  • Experience supporting Adobe Premiere, Adobe After Effects, Final Cut Pro and other video editing software.
  • Knowledge of configuring/administering Microsoft Deployment Toolkit.
  • Knowledge of operating/administering System Center Configuration Manager (SCCM).
  • Ability to communicate effectively (written and verbal) and to work collaboratively with all levels of the organization.
  • Experience using enterprise Service Desk tools such as ServiceNow or Remedyforce.

Qualifications

Applicants must be eligible to work in the specified location