Desktop Support Manager/Service Desk Manager(Onsite)

6 days ago

South San Francisco, United States LTIMindtree Full time

About Us:


LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com


Job Title: Desktop Support Manager/Service Desk Manager(Onsite)


Work Location: South San Francisco, California


Job Description


Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals

Works on issues of diverse scope where analysis of situation or data requires evaluation of variety of factors including an understanding of current business trends

Follows processes and operational policies in selecting methods and techniques for obtaining solutions

Ensures users are provided with exemplary support on a 7x24 basis

Defining creating a business case for and hiring the teams responsible for providing end user support and the systems required to provide this support

These groups include but are not limited to corporate and commercial customer support groups end user adoption and training groups and desktop systems management groups

Ensures all Desktops are kept up to date with all required security patches and operating system updates

Monitors the problem management database and provide the required resources to the teams to ensure timely resolution of problems

Maintaining a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels

Ensuring that daily weekly and monthly statistics status reports and graphical reporting aids are completed and continually modified to meet the needs of the department Ensuring accurate and adequate spare parts inventory exists at all locations

Acts as advisor to subordinates to meet schedules and or resolve technical problems

Stays informed with new developments of industry practices and technologies Identifies existing and potential problems and recommends solutions

Helps implement approved solutions

Ensures all control activities standard operating procedures and technical documentation generation and support are administered in an accurate and timely manner

Occasionally interacts with corporate partners and outside vendors

Occasionally participates in regulatory inspections and internal audits

A minimum of a Bachelors degree in Computer Science Information Systems Systems Engineering Management Information Systems or relevant discipline is preferred

A minimum of 8 years of experience in a multidisciplinary environment is required

Knowledge of operating systems related to personal computer systems and peripheral modems COM ports and port addressing is required

Deep knowledge of the Dell Kace Desktop Management Systems ServiceNow Ticketing System and Bomgar Remote Control systems is required

Deep knowledge of MS Ofice Excel Word Outlook and Access MS Internet Explorer Firefox Chrome and other desktop browsers is required

Knowledge of cGxP and FDA regulations preferred

Strong interpersonal communication and negotiation skills both oral and written are required

Able to work effectively in diverse cross disciplinary teams

Must be able to demonstrate good customer service people and management skills

Must be able to demonstrate skills in areas of leadership teamwork planning scheduling problem analysis is resolution and document management are required Must be able to adhere to strict project timelines and budgets and to advise teams and management of impacts and changes to project timelines resources and budgets


Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):


Benefits and Perks:

  • Comprehensive Medical Plan Covering Medical, Dental, Vision
  • Short Term and Long-Term Disability Coverage
  • 401(k) Plan with Company match
  • Life Insurance
  • Vacation Time, Sick Leave, Paid Holidays
  • Paid Paternity and Maternity Leave


The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.


Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.


LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.


Safe return to office: In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.

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