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Desktop Support Manager

2 months ago

Elkhorn, Wisconsin, United States Educated Solutions Corp Full time
Job Title: Desktop Support Manager

Location: Elkhorn, WI

Educated Solutions Corp is seeking a highly skilled Desktop Support Manager to join our team in a hybrid setting in Walworth County. As a key member of our IT department, you will be responsible for planning, directing, and coordinating the design, installation, and management of the desktop environment to ensure the stable operation of our organization's IT assets.

Key Responsibilities:
  • Develop, configure, maintain, support, and optimize all new and existing desktop hardware, software, and communication links.
  • Direct the desktop team with best practice and issue resolution.
  • Supervise, schedule, and direct the activities of the desktop staff to resolve all operational desktop issues and problems in a timely and accurate fashion.
  • Participate in interviewing and hiring process; train employees; plan, assign, and direct work; appraise performance; coach and recommend discipline for employees; address complaints and resolve problems.
  • Lead the internal IT support team in day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, and contribute to the overall improvement of the IT stack.
  • Work in conjunction with all IT management to establish, measure, and define IT goals and maintain an IT roadmap.
  • Mentor, lead, train, and direct the IT desktop support staff and IT desktop contracted staff in advanced technology issues and support of county environment.
  • Perform staff scheduling to ensure Help Desk coverage during normal business hours.
  • Maintain a central source of information enabling desktop support staff to recover from outages with minimal disruption to expected service levels.
  • Invoke problem escalation procedures to coordinate recovery.
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
  • Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
  • Coordinate training requirements of Help Desk personnel.
  • Contribute to departmental productivity and development objectives by participating in training programs.
  • Serve as a technical resource to Information Technology Support Staff on desktop software and hardware problems or client requests.
  • Provide oversight of staff activities in the installation, configuration, maintenance, and troubleshooting of end-user technology devices and related peripherals, and establish best practices and policies.
  • Design, plan, and provide oversight as to the preventative maintenance and other general tasks to aid in the ongoing support of the desktop environment.
  • Perform equipment and software inventories and updates in appropriate databases.
  • Responsible for maintenance of site documentation.
  • Assist in the evaluation of business problems and research on new technology as directed by management staff.
  • Provide input to management staff regarding client's equipment and software needs.
  • Participate in the after-hours on-call rotation.
  • Research and recommend to IT management desktop changes to increase security, performance, and efficiency.
  • Recommend, manage, and maintain security and policy changes to maintain optimum management of desktop computing environment.
  • Create and maintain user self-help documentation, technical documentation, and procedural documentation.
  • Maintain complete and accurate documentation on technical design and configuration approving documentation created by desktop team for accuracy and repeatability.
  • Maintain an expert-level knowledge of Windows Operating System competency related to the environment and issue resolution providing guidance and leadership support to desktop team.
  • Initiate projects as needed to advance the security and reliability of the desktop environment including the team instructions and documentation as to project findings, direction, and scope with an expected timetable for completion.
Qualifications:
  • Bachelor's degree in Information Technology or related field with a minimum of 4 to 6 years of relevant prior IT experience, including 3 years of supervisory experience.
  • Minimum of 3 years' experience with the installation and support of desktop computing equipment and software.
  • Minimum of three 3 years' total experience working with Microsoft operating systems, platforms, and databases.
  • Previous experience working with and supporting MS networking desired.
  • Sufficient training and experience to troubleshoot complex client desktop or laptop problems related to applications and operating systems.
  • Excellent customer service, written, and oral skills.
  • Experience working in a team-oriented, collaborative environment.
  • Self-motivated and goal-driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
  • Technically competent with various word processing, spreadsheet, graphics, e-mail, and other desktop software packages.
  • Previous experience in a large-scale enterprise preferred.
  • Excellent organizational skills showing the ability to manage multiple priorities in a dynamic work environment.
  • Strong interpersonal and customer support skills with the ability to communicate and work effectively with technical staff at various skill levels.
  • Strong critical thinking, analytical, and problem-solving skills.
  • Valid Wisconsin driver's license, with proof of minimum auto liability insurance coverage.
  • Must be able to provide a reliable personal vehicle to be used for travel between county locations on a daily basis.
  • This position will participate in an on-call rotation which provides 24-hour, 7-day, 365-day technical support to maintain systems uptime.