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Manager Information Technology, Desktop

JR008508

Accomplishes department objectives by managing staff; planning and evaluating department activities.

Key Responsibilities:

  • Selects and develops staff to ensure all go-live timelines are met and post-live objectives are being met.
  • Maintain accurate and thorough documentation of client environments and support procedures.
  • Determine appropriate performance expectations and manage across all staff.
  • Drive team to achieve all KPI’s and associated metrics.
  • Responsible for directing and executing day-to-day operations including managing escalations associated with client reported incidents, requests & changes.
  • Drive customer satisfaction with focus on continuous improvement.
  • Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.
  • Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.
  • Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.

Required Skills

  • 1-2 years’ experience in Team Lead, Supervisory or Manager Position within an end user support desk.
  • Strong analytical and diagnostic abilities.
  • Capability to understand and motivate staff to develop capabilities.
  • Ability to quickly adapt to advancing technologies and processes.
  • Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.
  • Must be able to establish strong relationships and collaborate across internal teams and clients.
  • Calm under pressure and able to manage major incidents.
  • Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.
  • Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.
  • Understanding of remote software packaging and distribution
JR008508

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