Desktop Support Manager

4 weeks ago

San Diego, United States Zodiac Healthcare Full time

**Role: Service Manager (Deskside and Desktop)**

**Location**:San Diego, CA (Onsite)**

**Implementation (HCL, Wipro, TCS, Capgemini, Zensar, Accenture, Infosys etc.) Client experience must.**

**Position Summary**: The Service Manager is responsible for overseeing and coordinating the Deskside and Service Desk functions within the organization. This role involves managing and supporting a team of professionals who provide technical support to end-users, ensuring efficient and effective resolution of IT-related issues, and maintaining a productive and user-friendly work environment. The Service Manager reports to the SDM and collaborates with other IT and facilities management teams.

**Key Responsibilities**:

- **Team Leadership**:

- Supervise, train, and mentor Deskside Support Technicians and Service Desk Agents.
- Ensure team members are well-equipped to provide high-quality technical support to end-users.
- Foster a positive and collaborative work environment within the team.
- **Service Desk Management**:

- Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
- Monitor and improve service desk KPIs, such as response and resolution times.
- Implement and maintain incident and request management processes.
- **Deskside Support Management**:

- Manage on-site technical support for end-users, including hardware and software troubleshooting.
- Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
- Manage hardware and software inventory and maintenance.
- **End-User Support**:

- Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
- Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
- Identify opportunities for process improvement and user education.
- **Problem Resolution**:

- Proactively identify recurring issues and work on long-term solutions to prevent them.
- Maintain a knowledge base for common issues and solutions.
- Collaborate with other IT teams to resolve complex technical problems.
- **Vendor and Asset Management**:

- Manage vendor relationships for hardware and software procurement and support agreements.
- Ensure proper asset tracking, inventory control, and budget management for the Deskside and Service Desk functions.
- **Documentation and Reporting**:

- Maintain accurate records and documentation for service desk and deskside activities.
- Generate regular reports on key performance indicators and service desk metrics.
- **Security and Compliance**:

- Ensure compliance with security policies, procedures, and standards.
- Participate in IT security and compliance initiatives.

**Qualifications**:

- Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience).
- Proven experience in managing service desk and deskside support teams.
- Excellent knowledge of IT service management (ITSM) processes and tools.
- Strong communication, problem-solving, and interpersonal skills.
- Knowledge of IT security best practices.
- ITIL certification is a plus.
- Experience with asset management and procurement processes.

**Job Type**: Contract

Pay: $50.00 - $55.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Customer support: 10 years (preferred)
- iOS: 7 years (preferred)
- Windows: 10 years (preferred)

Work Location: On the road

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