Job DescriptionResponsible for the administration of the Desktop Support, including supervision of technical staff, incident management, problem restoration, and moves, adds, and changed requested of the business.
Responsibilities- Manages the IT professionals in the Desktop Support unit. Assigns staff and schedules workload. Manages staff compensation, performance management, training, and development. Assures project and service requests are within agreed cost, schedule, and scope, demonstrating and communicating effective and appropriate prioritization.
- Develops, prioritizes, and executes Desktop roadmap and project portfolios. Assists with project planning as necessary. Negotiates involvement and timing. Keeps informed of plans, issues, and potential problems.
- Implements guidelines for technology deployment/lifecycle that are needs based and consistent with strategy, economic analysis, and operational impact assessments. Ensures end-user needs are met, the service is easy to engage, and the service is enjoyable to all defined and acceptable levels.
- Establishes and supports operational metrics with external providers to evaluate service levels.
- Provides feedback to Endpoint Engineers on desktop related support as necessary. Collaborates effectively with supporting departments and teams. Contributes positively to team, department, and organizational morale and environment.
- Communicates with other managers to learn about implications of other projects and scope of involvement. Keeps informed of IT department projects.
- Develops and executes strategic projects which further reduce the percentage of time spent on tactical work. Maintains awareness of cost impact of actions.
- Demonstrates customer service focus by not only providing good service and considering the effect of all actions on internal and external customer service, but always looking for ways to improve service.
- Performs miscellaneous responsibilities and duties as assigned.
Qualifications- Bachelor's Degree in Computer Science, Information Systems or equivalent education or work experience.
- Level I: Minimum of 6 years of experience related to and responsibility for IT desktop support management, including responsibility for communication of complex technical programs. Banking/financial industry or related field preferred. Minimum 1 - 2 years of experience managing teams of desktop support technicians and/or minimum of 1 - 2 years of effective project management experience. Experience with enterprise systems for integration, middleware and information management helpful.
- Level II: Minimum of 8 years of experience related to and responsibility for IT desktop support management, including responsibility for communication of complex technical programs. Banking/financial industry or related field preferred. Minimum 3 - 4 years of experience managing teams of desktop support technicians and/or minimum 3 - 4 years of effective project management experience. Experience with enterprise systems for integration, middleware and information management helpful.
- Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software. Possess analytical skills, knowledgeable of systems architecture, awareness of new approaches and techniques in the data processing industry. Knowledge of or ability to use Bank software and systems.
- Excellent oral and written communication, analytical and problem solving skills. Effective interpersonal skills and collaborative management style to include teamwork and team building ability. Effective conflict management, negotiating and problem solving skills. Must be comfortable with ambiguity and time spent outside of comfort zone acquiring new skills. Able to be flexible in a fast paced dynamic environment with shifting roles and responsibilities. Must be technically creative and open-minded. Should have a high attention to detail with regard to accounting skills, be able to work without direct supervision and have an above average understanding of information technology topics. Able to work flexible hours including holidays, weekends and evenings as needed or assigned. Must be able to provide own transportation or operate a vehicle with a valid driver's license and commute as necessary.
