Desktop Services Manager

2 weeks ago

Norfolk, United States EMW, Inc. Full time

**Duties and Role**:

- Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained
- Providing superior customer service experience utilising effective communication techniques;
- Install and configure Desktop Services
- Providing initial point of contact for all network users;
- Serving as the Incident Manager overseeing corrective actions for all network incidents;
- Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes
- Performing testing and evaluation of supported hardware and software (firmware and drivers);
- Prepare activity reports and craft recommendations for upper management review and approval;
- Directs the creation of documentations and presentation of metrics data critical to network usage and stability
- Ensures Service Desk personnel are properly trained according to the needs of the organization;
- Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents);
- Support team members through collaborative actions to enhance the customer experience;
- Perform corrective actions, under direction of the Section Head, to support Problem Management;
- Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment

**Requirements**:
**Skill, Knowledge & Experience**:

- Higher Secondary education and completed higher vocational training in information systems engineering, information technology or related discipline leading to a formal technical or professional certification with 2 years function related experience, or a Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 3 years post related experience
- At least 3 years recent practical experience within a CIS Service Operations environment;
- At least 1 year recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems;
- At least 1 years recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring;
- Good working knowledge of TCP/IP Protocols and Standards
- Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).

Desirable Experience and Education:

- Formal qualification in PC hardware repair and configuration;
- Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
- Knowledge of policy, procedures and organization of NATO CIS
- Working knowledge of ITIL processes and procedures.
- Good working knowledge of ITU-T standards and recommendations.
- Practical experience in diagnosing deficiencies in networks and associated equipment.
- Experience in working in a Service desk environment
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.

Pay: $58,000.00 - $67,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance

Schedule:

- 8 hour shift

Security clearance:

- Secret (required)

Ability to Relocate:

- Norfolk, VA: Relocate before starting work (required)

Work Location: In person

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