Desktop Support Manager

Confidential Company  •  Miami, FL

5 - 7 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 03/14/18
Confidential Company
Miami, FL
5 - 7 years experience
IT Consulting/Services
Salary depends on experience
Posted on 03/14/18

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.?

Job Description:

  • The Manager, Desktop Support is a leader within the technical support group in Information Technology and is responsible for the management of the desktop support staff; the delivery of technical support and services; and the overall satisfaction of our customers. 
  • The manager must have a strong customer service background coupled with technical skills in all aspects of desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications. 
  • The position is responsible for managing support staff located in California, Nevada, and New York. If you're already at a this level or proficient and ready to take the next step in your career this is the opportunity for you. 

Essential Functions:

  • Delivery of technical support and customer satisfaction. 
  • Management of ticket flow and technician workload; setting daily priorities to meet department goals and customer expectations. 
  • Oversight of the day to day operations of the desktop support group. 
  • Collaboration with the other groups within IT to ensure issue handoff; knowledge transfer and customer satisfaction. 
  • Creation and publication of metrics from the service management system. 
  • Development and continual review of team training materials. 
  • Creation and periodic review of IT knowledge base articles. 
  • Periodic evaluation and refinement of processes to ensure accurate and timely delivery of services. 
  • Team development; coaching and mentoring; supplying opportunities to for technicians to improve their skills and knowledge. 
  • Deliver feedback to team members at regular intervals and conduct performance evaluations. 
  • Management of internal communications for our customers on technology-related issues; collaboration with communications staff. 
  • Establishment of effective and productive working relationships with staff at all levels. 
  • Provide data to supportstaffing decision and support the leadership of IT in staff planning. Ensure appropriate staffing levels are maintained and participate in the hiring of staff. 
  • Plan, coordinate and participate in off-hours project requirements as well as on-callsupport. 

Requirements:

  • Acceptable equivalent combination of education; Bachelor of Science degree in computer science, or equivalent, or Master of Business Administration.
  • Five or more years of experience with LANtechnologies, multiple operating systems, and Wide Area Networking. 
  • Experience managing IT professionals for five or more years. 
  • Strong knowledge and experience with PC hardware (A+ Certification a plus) and software. 

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