The Technology Support department provides IT services for internal coworkers as it relates to:
§ Coworker desktops and laptops
§ Mobile devices including smartphones and tablets
§ Video Conferencing
§ Asset Management (software & hardware)
The Technology Support Manager ensures that all phases of deskside support, including installations, upgrades, software, hardware, operating
Key Areas of Responsibility
§ Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
§ Responsible for effective talent management to attract, develop and retain staff including pipeline & succession planning
§ Define and regularly review current organizational structure, ensuring alignment to departmental and business strategies.
Education and/or Experience Qualifications
§ Bachelor’s degree in a technology related discipline; OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline
§ 3 years of experience in a Helpdesk or Desktop Support Supervisor or Manager role in an enterprise environment (5000+clients)
§ 5 years related IT work experience
Other Required Qualifications
§ Ability to work with minimal supervision.
§ Advance knowledge of PC hardware and software installation, configuration, troubleshooting, and repair.
§ Advance working knowledge of Microsoft operating systems and software products.
§ Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
§ Track record of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
§ Demonstrated experience leading projects, effectively delegating responsibilities and managing resources.
§ Proven record in developing and implementing long term desktop strategies and initiatives.
§ History of building and maintaining productive cross-functional relationships with key stakeholders and business partners.
§ Strong attention to detail and creative problem-solving skills.
§ Demonstrated ability to attract and retain a successful talent pool.
§ Flexibility to work off hours and weekends as required.
§ Login capabilities to work from home when needed.
§ 4-5 years of Manager or Supervisor experience in an enterprise environment (5000+clients)
§ 3 years’ experience managing large rollouts and mass deployments of PC and Apple desktops and laptops.
§ 3 years working experience with developing, updating, and managing hardware build process and procedure
§ 2 years’ experience managing capital planning around hardware/software used in an enterprise environment.
§ 2 years’ experience with expense planning and forecasting for an IT Service Desk or desktop environment.
§ Certified Desktop Support Manager (HDI)
§ ITIL v3