Job Details
To manage the performance of Level 1 and Level 2 on-site End User Computing services & on-site IT Support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Skills:
Desktop Manager skills and experience shall include, but are not limited to, the following:
One must encompass a thorough understanding of End User Computing (Computers and Mobile Devices preferred)
Experience with Microsoft 365 email and productivity applications
Understanding of Active Directory and Azure AD, File & Print services and Network systems is required
Experience with Microsoft Endpoint Management and/or Manage Engine
Experience with enterprise asset management systems
Support of applications (proprietary or otherwise) is desired.
Experience with on-site Desktop support at an enterprise level
Strong written and verbal communication skills
Ability to adapt to new procedures and processes implemented in environment
Strong sense of customer service and ability to handle time-sensitive requests
Essential functions of this at-will job position include:
Duties:
A Desktop Manager is expected to successfully perform both the following functions as published below and as amended and/or added either expressly or implicitly by management.
Oversee 100% of the requests, incidents and problems via telephone or email.
Manages and coordinates urgent and complicated support issues.
Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
Determine root cause of issues and communicate appropriately to internal and external customers
Train, coach and mentor both Desktop Support and IMAC Technicians (Level 1 / 2) including career development & overseeing staff activities.
Builds/obtains (from other departments) training material for support staff.
As needed, schedule employees working times and provide backup support.
Provide data and reporting, weekly, monthly and as needed.
Monitor and manage ticket queue (participating in escalated tickets as needed)
Oversee Solutions repository and ensure top quality solutions are available to the staff.
Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Follow up on open issues with escalation groups to provide feedback to customer.
Perform a quality assurance check on resolved tickets to ensure customer satisfaction.