Manager Of Desktop Services

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Manager of Desktop Services
The candidate will be responsible for leading, managing, administering, and supervising the Desktop Services Team. In this role, will provide mentorship, training, and direction to a team of six desktop support specialists and engineers while maintaining excellent customer service standards. Essential responsibilities include establishing and maintaining end user hardware standards, developing, implementing and documenting processes and procedures, and ensuring accurate allocation and inventorying of all assets. Additionally, the Manager of Desktop Services is responsible for other duties, which include but are not limited to, customer support, special projects including successful implementation of assigned projects relating to client based technology solutions. Manage and Supervise daily duties for IT Desktop Services Team, and ensuring procedures and processes are adhered to: Lead a team of six desktop specialists and engineers who are geographically dispersed along the east coast of the United States who support the typical enterprise infrastructure, hardware, and software, as well as industry-specific applications, and desktop imaging management. Manage and maintain processes for IT inventory, purchasing, procurement and deployment of laptops, desktops, monitors, printers. Ensure adequate staffing levels are maintained within Desktop Support at all times. Ensure jobs assigned to Desktop Support are managed and completed within targets outlined by management. Manage and mentor the personal and technical development of the Desktop Services Team, including personnel evaluations, disciplinary actions, and training plans. Quality checking, validation and auditing of work carried out by the Desktop Services team. Develop and implement service level agreements (SLA) for the Desktop Services Team. Develop procedures and processes inline with standards within the IT Department. Propose, document and implement changes to policies or procedures in line with technological advancements. Work closely with and assist with planning, coordinating and executing of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures. Work closely with members of the Support Desk, Network Services and Application teams as well as assisting other teams and members of staff within the IT Department and Firm. Act as a primary point of contact for escalation from a Desktop Services level in times of major system outages, supplier issues and conflict resolution. Monitor and identify any trends or irregular activities on jobs logged with the Desktop Services group that could relate to potential IT issues and escalate to the Assistant Director. Ensure that all requests from customers for assistance are handled promptly and effectively, and if necessary escalated to the appropriate level. Responsible for the technical development and enhancement of desktop management and functionality. Carry out any other duties and tasks that may be required in order for the Desktop Services Team to function effectively. Regularly take responsibility and/or take the lead on projects/workflows within Desktop Support. Install, configure, maintain and upgrade desktop hardware and software applications. Produce written reports, emails and documentation of processes and procedures as of when required by either management or for service requirement. Periodic travel between sites, and after-hours support will be required.

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