Desktop Support Manager

2 weeks ago

New York, United States National Debt Relief Full time
Overview

National Debt Relief is seeking a Desktop Services Manager to lead our growing technology team in New York and the Dominican Republic. The ideal candidate will have a strong working background in managing a desktop support team. They will have a solid understanding of and experience in desktop technologies, emerging trends and IT service management. Success in the position will require strong coaching and mentoring skills, exceptional communication skills, multi-tasking and troubleshooting abilities. Additionally, the Desktop End User Services Manager will work closely with the IT Infrastructure and Desktop Engineering teams to implement initiatives across the organization. Please note that this role has an in office component and expected to be in office 3 to 4 days per week and full time in person at the office for the first 6 to 8 weeks.

Responsibilities

  • Lead a team of local and remote Operations Technicians, Desktop Support Analysts and Supervisors; oversee the day to day operations of the department, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development
  • Manage all end user incident and requests through an IT Service Management tool
  • Compile weekly, quarterly, and annual reports and metrics. Provide data and reporting of KPI's and trends to Director of Desktop Services
  • Act as an escalation point for end user requests and incidents; communicate outage and emergency incidents to the organization
  • Develop and oversee IT knowledge base and End User Services policies and procedures
  • Manage and maintain processes for hardware and software inventory, with responsibility for procurement of all desktop equipment
  • Schedule desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
  • Improve employee awareness of IT services, by coordinating all training, documentation, and communication of initiatives
  • Manage relationships with 3rd party vendors
  • Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service
Qualifications
  • Bachelor's degree in Information Systems/IT related discipline or equivalent experience preferred
  • ITIL Foundation certification preferred
  • 5+ years' experience managing a Desktop Support team
  • 15+ years working experience
  • Experience in developing and implementing ITSM processes, metrics and documentation
  • IT Service Management tooling experience
  • Advanced technical support experience with the following technologies:
    • Active Directory administration
    • Microsoft Windows OS's and Office applications (O365)
    • OS and application deployment tools and imaging software
    • Computer hardware
  • Periodic travel and after-hours support will be required
  • Ability to lift up to 50 pounds with no assistance
  • Must be able to work onsite in the designated NDR office location a hybird schedule of 3 days per week in the office with full time for the 1st 90 days.
  • Strong communication skills with the ability to deal with stakeholders at all levels
  • Inquisitive nature with experience of challenging other's ways of thinking
  • Collaborative approach and strong relationship building skills
  • Ability to think strategically and deal effectively with competing priorities and demands
  • Strong problem solving and analytical skills
  • Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
  • Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
  • Proven ability to prioritize and re-prioritize work due to changing business/client requirements days per week
  • The employee is expected to be punctual and ready to report to work on a consistent basis
  • The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly
  • Classified as a full-time position with 8-hour workdays and 40-hour work weeks plus overtime as needed
  • Role requires the use of a computer, including use of a keyboard and ability to look at a computer screen for extended periods of time
  • If an applicant has a disability or impairment that prevents you from meeting any of these requirements, the Company will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position
About National Debt Relief

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

National Debt Relief is a certified Great Place to Work®

Forbes names National Debt Relief Best Debt Settlement Company of 2023

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $119,000 to $147,000.

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:
  • Generous Medical, Dental, and Vision Benefits
  • 401(k) with Company Match
  • Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
  • 10 weeks Paid Parental Leave
  • Pre-tax Transit Benefits
  • No-Cost Life Insurance Benefits
  • Voluntary Benefits Options
  • ASPCA Pet Health Insurance Discount


National Debt Relief is a certified Great Place to Work®

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

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