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IT Service Desk Manager

3 months ago

Tigard, United States Biamp Full time

The role, at a glance:

The IT Service Desk Manager is responsible for the end-user computing environment, including devices, services, software, and customer support ensuring we have the tools in place to effectively manage, support, and secure these endpoints.

How you'll contribute:

  • Manage the Desktop support functions, providing consistent, high-quality end-user support, while developing plans and tools to implement a managed desktop environment.
  • Manage and mentor support staff including scheduling, assignments, prioritization, staff development, evaluation and annual goals.
  • Enable endpoint management, manage desktop software distribution and hardware assets. 
  • Administration of software licensing for end-user systems and services and plan for renewals and new purchases, ensuring compliance with licensing requirements on all end-user systems. 
  • Identify, recommend, develop, implement, and support cost-effective technology solutions that enable us to meet our business objectives. 
  • Manage the purchasing, deployment, monitoring, maintenance, upgrade, and support of all end-user systems, including devices, operating systems, software, peripherals and their refresh cycles.
  • Establish and maintain service delivery performance indicators and aligned SLA’s.
  • Assist in drafting and enforcing computing policies and security practices and participate in the analysis and remediation of security incidents.
  • Analyze and develop staffing plans to ensure support extends to all users worldwide. 
  • Manage IT resources and vendors to support the rollout of new technologies and services to users.

You'll also assist with:

  • Research and evaluate new technologies and trends to be used as enhancements or upgrades to existing IT applications, systems and infrastructure.
  • Collaborate with the IT Leadership Team to provide strategic direction and planning.
  • Contribute to the IT departmental budget planning and management.
  • Manage 3rd party vendors to support development, rollout and renewals. 
  • Other duties as assigned.

A successful candidate should have: 

  • 10+ years of experience in Information Technology and demonstrated accomplishments in team leadership and delivering effective solutions.
  • 5+ years of experience managing desktop support functions and staff. 
  • Comprehensive understanding of network architecture and client/server technology. 
  • Experience administering systems management tools in a Microsoft enterprise network, including SCCM, Group Policy, and Active Directory. 
  • Experience administering the Microsoft business technology stack (O365, InTune, SharePoint).
  • Experience automating the deployment of operating systems, software, and patches. 
  • Experience deploying security and remote access policies and solutions. 
  • Proven management and leadership attributes - in particular: strategic thinking, qualitative and quantitative problem solving, team development, risk management and organizational leadership performance. 
  • Experience in structured problem solving, process improvement methods, and business re-engineering methods. 
  • Proven ability to meet deadlines and project milestones. 
  • Strong interpersonal skills, relationship-building, and experience working in a collaborative environment with diverse cross-functional teams.
  • Works well under pressure with the ability to prioritize and deliver multiple complex projects simultaneously and under tight timelines.
  • Experience with sourcing, contracting and managing vendors.
  • Experience in multi-site high-tech and/or manufacturing industry a plus. 

Work environment: 

  • This is an onsite position based in Beaverton, OR.
  • Work may be performed in office and/or manufacturing environment 
  • On-call availability after hours
  • Approximately 15% travel to other domestic/international locations and/or conferences
  • Ability to occasionally lift and/or move up to 50 pounds

What we offer:

  • Medical, Dental, and Vision
  • 3 weeks annual PTO and 9 paid holidays
  • 401(k) + matching
  • Employer-paid base life insurance, short, and long-term disability
  • Health savings accounts (with Biamp contribution) and flexible spending accounts
  • Tuition reimbursement
  • Discretionary profit-sharing
  • Referral bonuses
  • Charitable donation matching

Who is Biamp?

We make the world’s most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.

As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:

Biamp connects people through extraordinary audiovisual experiences

About our company:

At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.