Desktop Support Manager

Job description

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Purpose & Overall Relevance for the Organization

· The Desktop SupportManager is in charge of the daily IT deskside operations for the Portland office and US sales/remote offices (NY, Chicago, Pittsburgh, Carlsbad, etc.) for more than1,500 users
· This position is in charge of North Americna MAC support and overall responsible for mobile phone services.
· This position assures that external providers such as Service Desk and Desktop support deliver the right level of service and ensuring the right amount of resources for current and future operations in the US region.
· Helps on gathering the business demand towards Infrastructure services

Key Responsibilities

· Owns the end to end user support in the US and remote/sales offices
· Ensures high satisfaction level for end user support by making sure the remote Service Desk is accomplishing the agreed KPI’s and managing the local resources according to the demand.
· Manages the Regional Mac support for North America making sure the global standards are being followed and proactively managing the new demand for applications, hardware and software
· Manages the mobile phone support in the US along with the provider.
· Manages the procurement process for hardware and software in North America
· Develops service improvement initiatives
· Manage internal employees and external contractors
· Manage yearly budget for end users support and procurement
· Give proper couching to internal and external personnel
· Monitors the incident resolution and service level KPI’s
· Manages third party vendors and helps negotiating Infrastructure services
· Manages IT assets accordingly making sure that proper end of life processes are in place
· Help the Sr. Infrastructure Ops Manager on NAM projects and specially on setting up new locations and support models around those
· Actively propose new infrastructure solutions that makes processes more efficient and effective

Knowledge, Skills and Abilities

· Very good knowledge of Service Desk operations and Service Management frameworks (ITIL)
· Ability to understand business and user IT needs
· Experience in managing internal and external resources (8+) setting clear objectives and giving proper coaching
· Experience managing projects
· Technical proficiency and awareness (Network, Microsoft solutions, Mac concepts, DC ops)
· Emphatic person with a “can do” mindset
· Excellent organization skills

Requisite Education and Experience / Minimum Qualifications

· Educated to at least degree level in a Business Computing related subject or comparable qualification.
· At least 5 years of experience in IT Operations
· Minimum of 2 years of experience as people manager
· Strong leadership skills
· Ability to translate business requirements into cost-efficient (IT) solutions
· Experience in working with onsite and offshore team setup.
· Experience working with external staff and suppliers.
· International understanding and mentality.
· Fluent English both spoken and written.