Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
9/12/2017
Job Category:
Information Services
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Desktop Support Manager
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Job Description

Looking for a Desktop Support Manager to be responsible for the end user system standard, 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 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. You will maintain policies and procedures related to End Use, 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.
  • A Bachelor's degree in computer sciences or equivalent.
  • 3+ years of experience directly managing technical support teams.
  • 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.

Qualifications

Applicants must be eligible to work in the specified location

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