Manager of Enterprise Desktop Support

1.Responsible for the planning, design, development, testing deployment and maintenance of a desktop environment that supports the applications and tools used by the company. The desktop environment must be easy to use, stable, responsive, flexible, scalable, secure and available. Requires coordination with applications and infrastructure team.

2.Develop, direct and retain a team of customer support staff and desktop specialists to design, develop, implement and support the systems of our user community. Identify staffing requirements; oversee daily operations and resources to ensure high quality help desk (tier 1) support. Perform staff evaluations, coach and recommend disciplinary action for permanent and contract staff. Provide functional and technical expertise to staff. Manage salary administration for staff.

3.Actively manage user relationships to analyze, plan, prioritize and follow up project work and systems requests. Evaluate and implement user requests. Ensure that staff efforts are focused on user priorities. Follow up with users and management to confirm that work has been performed as expected. Perform service recovery as necessary and identify how to prevent recurrence.

4.Defines, plans and executes medium to large sized projects. Provides support to similar projects from other groups.

5.Define and monitor metrics for the performance of the customer support team. Analyze data to look for opportunities to improve service. Plan and execute performance improvement efforts.

6.Work with hardware/software vendors to determine appropriate products to support production environment. Plan & coordinate installation, maintain operations working with vendors to diagnose & resolve support issues.

7.Ensure compliance with license agreements for desktop software and all Microsoft products.

8.Develop and enforce standards for desktop infrastructure. Ensure that procedures are followed to ensure the security and integrity of data and software.

9.Assist in the development of strategies for hardware & software architectures and strategies to ensure their applicability to company needs.

10.Assist in the planning, design and implementation of business resumption procedures and practices.

11.Promote and support professional staff development.

12.Assist staff with research and problem solving.

13.Ensure compliance with security and confidentiality requirements.

14.Manage detailed documentation of all calls and inquiries coming into the support desk by using the automated support desk software.

15.Manage the development of and execute call, problem and request management protocols, escalating as necessary.

16.Participates on the IT Leadership team, helping to set strategies and departmental policy.

17.Provides project status reports.

18.Provides a Technical Support Leadership role in the IT department.

19.Evaluates client data and system configurations.

20.Provides Process design and implementation. Documents processes, procedures and other task related jobs. Provides training on processes and procedure
REQUIREMENTS
Education Background

•Bachelor’s preferred in Computer Science, Engineering or Business, but not required.



Special Training / Skills

• Advanced understanding of computer networks (LAN, WAN, and intranets).
•Advanced Technical knowledge of PC hardware and workstation operating systems (specifically XP, ).
•Moderate to advanced experience with servers, server configuration, network printing, and network security.
•Experience with desktop management tools preferred


Work Experience

•At least 7 years experience in Information Technology.
•At least 3 years in a supervisory role.
•At least 3 years supporting Microsoft desktops
•Healthcare experience preferred


License or Certification

•Microsoft or other industry certifications are required preferred.