Position Overview:
The Manager, Desktop Services manages the development, implementation and ongoing maintenance of policies, procedures and tools to respond to and report on service, problems and information requests. The work environment is dynamic and collaborative. A highly customer-oriented individual with exceptional communication skills, technical skills and proven leadership abilities is needed for this role.
The Manger ensures that the Desktop Services team effectively supports internal clients and that appropriate actions are taken to identify, record, diagnose, coordinate and resolve problems in accordance with service level agreement objectives.
Primary Responsibilities/Accountabilities:
Leads and manages a medium sized team of technicians in 3 locations. Those technicians are responsible for providing responsive, premium-level dedicated support to internal clients, including remote end-users.
Manages employees who provide services in support of desktop support, executive support functions and remote support.
Assists and mentors staff with maintaining and developing client relationships with internal clients.
Develops, implements and maintains long range plans, goals, and procedures related to Desktop Services.
Manages and supports the installation of new products and service features related to the desktop computer environment.
Partners with Tier 3 and Tier 4 support in resolving production issues on behalf of internal clients.
Partners with IS teams to test and validate end user computing tools.
Facilitates the development, implementation and adherence to service level agreements, and supports processes and procedures for Desktop Services functions.
Facilitate, guide and participate in team activities, giving priority to those projects that directly support strategies.
Provide project management support including development, monitoring and managing of projects that directly impact Desktop Services functions.
Maintain thorough knowledge of developments in the information technology industry that may provide benefit to the company.
Provide hands-on desktop support to internal clients and provide rudimentary level 3 support for the desktop support team.
Ensure that all Desktop Services staff is kept abreast of industry enhancements.
Work closely with the Manager, Help Desk to ensure the timely resolution of all desktop support problems logged in Ann Taylor's problem tracking system.
Provide weekly status report to manager on all issues related to Desktop Services.
Escalate problems as necessary.
Position Requirements:
Superior verbal and written communication skills.
Ability to interact and communicate with all levels of the organization.
Prior management experience required.
Bachelors degree with a concentration in Management, Management Information Systems or Computer Science or equivalent combination of education and experience.
A minimum of seven years Information Services experience.
Ability to work in a team setting as a leader, facilitator and team-member.
Sound knowledge of computing concepts, hardware, software and networking.
Ability to manage the services and multiple projects commensurate with a wide area, multi-platform technical environment.
Must build and maintain good rapport and trust with internal clients.
Strong diplomacy and listening skills
Must be project oriented with an ability to meet deadlines.
Demonstrated ability to embrace new technologies and generate enthusiasm about new projects.
Solid understanding of tools and technologies employed in a corporate LAN/WAN environment.
Proven, successful track record leading and managing a medium sized team of technicians providing dedicated support to internal clients in multiple locations.
Ability to express technical concepts in a non-technical manner.
Occasional travel required.
Must be on call 24/7/365. To Apply to this job go to http://www.GadBall.com or click here