Desktop Systems Management Lead
4 days ago
**Job Title:** Desktop Systems Management Lead
OverviewWe are seeking a skilled and experienced Desktop Systems Management Lead to join our team at Shutterfly. This is an exciting opportunity for a talented professional to lead the desktop support services team, providing direction and oversight of support resources, and ensuring Information Technology (IT) services are delivered with excellence.
About UsAt Shutterfly, we believe in the power of self-expression and making life's experiences unforgettable. Our family of brands helps customers create products and capture moments that reflect who they uniquely are. We are committed to fostering a diverse and inclusive workforce, where everyone feels valued and empowered to succeed.
Salary:The estimated salary for this role is $120,000 - $160,000 per year, depending on experience.
Job Description:This role involves leading a team of 8 desktop support administrators responsible for Windows PC and Mac hardware and software. The successful candidate will analyze common desktop support requirements, processes, and champion new solutions for continually improving service efficiency and effectiveness. Key responsibilities include:
- Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives.
- Lead the department in the delivery of IT services supporting corporate desktops, laptops, mobile devices, audio/video conferencing technology, Microsoft Office 365/Outlook/Teams/VoIP telephony, and other corporate applications and services.
- Act as a point of IT issue escalation for the desktop services team members, and escalation of critical incidents within Infrastructure & Operations.
- Manage multiple high-priority initiatives in a fast-paced environment.
- Collaborate with HR and corporate office department heads to plan, budget, procure, and deploy new technology related to company growth and new hires.
- Plan and oversee annual technology refresh roadmaps, including budgetary planning and financial management.
- Maintain a detailed inventory for IT assets.
- Manage software licensing, support renewal contracts, and budget for applications as assigned.
- Provide white-glove service delivery for Shutterfly executive leadership team.
- Act as an intermediary and facilitator to help resolve ongoing and complex technical issues that span multiple departments.
- Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists.
To be considered for this role, you should have:
- A minimum of 7-10 years of experience in IT Service Management, with at least 5 years in a managerial or leadership role.
- Proven experience in designing and implementing ITSM processes for a medium to large organization.
- Proven experience with Microsoft Intune, SCCM, Azure, Jamf, and Autopilot.
- Strong leadership and team management skills, with a track record of leading high-performing teams.
- Excellent communication and stakeholder management skills, with a strong customer service focus.
- An analytical mindset with the ability to solve complex problems and make data-driven decisions.
- Experience with ITSM tools such as ServiceNow or similar platform.
- Bachelor's degree in Computer Science, Information Technology, a related field, or comparable experience.
- ITIL certification preferred.
- Applicable Microsoft certification preferred.
We offer a competitive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
Others:This position will accept applications on an ongoing basis until filled.
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