Position Summary / Career Interest:

The Manager – Desktop Support is responsible for the management of the Desktop Support team. This team provides break/fix support, completes new technology implementations and manages projects for the desktop. This individual provides direction through a strategic roadmap that coincides with the needs of key stakeholders and other enterprise initiatives. Leadership, mentoring and coaching of members of the Desktop Support team will be key to the success of this individual. The Manager – Desktop Support will be responsible for the on time, on budget and success of projects assigned to the Desktop Support group. This individual serves as liaison between project teams, coordinates with system administrators and other co-workers to solve problems and provide solutions and improve processes. The Manager – Desktop Support will manage critical and day to day support issues. Driving continual performance improvements, documentation and delivering on actionable items is required.

Responsibilities and Essential Job Functions

• Lead a team of desktop support technicians focusing on service delivery and problem solving while delivering high quality customer support.
• Accountable for aligning priorities and resources with the direction of the business.
• Defines support metrics related to the desktop support infrastructure and service levels.
• Develops and implements policies, procedures and processes for the Desktop Support group.
• Provides leadership, mentoring and coaching for all desktop support staff members.
• Works closely with other End User support teams to deliver a first class end user experience.
• Responsible for timely completion of projects and service requests.
• Communicates project status to stakeholders.
• Monitors the effectiveness of the Desktop Support group.
• Drives enterprise standardization around the desktop infrastructure platforms including desktops, printers and peripherals.
• Responsible for the strategic direction and implementation of desktop end user support solutions, selection and management of support partners and tools.
• Monitors customer satisfaction surveys in an effort to drive continual performance improvements.
• Manages both critical support and standard support escalation requests and communicates with key stakeholders during escalations.
• Acts as the main point of contact for personnel to resolve issues beyond their skill set.
• Researches, recommends and assists with the implementation of new tools, techniques and best practices in desktop infrastructure and support.
• Functions as Subject Matter Expert (SME) for project needs and the needs of the end user.
• Translates those needs into documentation and actionable items to deliver the required solution.
• Shares knowledge, creates knowledgebase articles, creates best practices and shares with the HITS group.
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Maintains an ever increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Identifies opportunities where training needs would improve productivity within the department or within the Hospital
• Establishes and maintains effective working relationships with management, co-workers and end users.
• Must certify as HDI Desktop Support Manager (HDI-DSM) within the first year of employment
• Assists in Hospital software license reconciliation on a recurring basis.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 4 or more years of experience in IT field with progressive responsibilities
• 3 or more years years managing a large desktop team or environment
• 1 or more years experience with medium to large project leadership
• 5 or more years experience supporting Microsoft Operating systems
  Microsoft System Center Configuration Manager, Powershell, Group Policy

Preferred Education and Experience

• Bachelors Degree in IT or related field or 2:1 equivalent experience
• 1 or more years experience supporting Mac OS X and iOS

Preferred Licensure and Certification

• ITIL v3 Foundations Certification

Knowledge Requirements

• System Center Orchestrator, McAfee

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.