Technical Support/Desktop Manager

RESPONSIBILITIES: Manage desk side technicians on the Workstation Production Services Support Team including satellite offices. Responsible for managing a team of 15+ staff members who are responsible for troubleshooting, identification and resolution of customer related issues for desk side technology within team defined SLA timelines. Responsible for directing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Completes work in timely manner; strives to increase productivity. Must be able to manage issues and communications laterally and interact with Senior Management. Ensure staff maintains knowledge of Visa current and upcoming technologies as well as industry technologies. Provide sound technical assistance to all appropriate departments, customers, and suppliers. Coordinate with department managers on certification and acceptance activities and related standard image and desktop tools/processes. Secondary job responsibilities: Support VP and Managers in developing sound policies, strategies, and action plans to meet organizational goals and objectives. Ensure the continuous flow of quality products and services. Promote harmony and a spirit of cooperation with all affiliated organizations, divisions, and departments. Keep informed of emerging trends and developments affecting the organization and including competition, environmental, legal, security, and technological concerns. Communicate effectively with management, staff, and customers. Represent Workstation Production Services, GPS in dealing with customers and employees.


REQUIREMENTS: BA Computer Science/MIS or equivalent education and experience. Required - 6+ years of leadership experience managing a technical staff. Experience working in a large corporate home office environment. Awareness of industry technology trends and industry offerings. In-depth technical knowledge of PC environments. Problem solving, negotiation, issue management, and mediation skills. Demonstrated ability to work in a complex organization to determine business and customer needs and to build solutions to meet those needs. Requires extensive experience with service requests tracking tools and reporting. Excellent written, verbal, and customer relation´s skills and demonstrated background in dealing successfully with various levels of management.



REF:CAAR500993
REQUIREMENTS
Please see description.