Desktop Support Manager Job Description
Desktop support manager
provides technical support to business area management and staffs for personal computer systems software, hardware and network connectivity; including Microsoft product solutions, active directory, Ethernet topology, TCP/IP/SFTP, mobile devices, wireless/router configurations, etc.
Desktop Support Manager Duties & Responsibilities
To write an effective desktop support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included desktop support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Work with Director, Client Services and Support to manage off hour support and projects
Manage external after-hours support vendor to ensure service levels are met and verification of work is complete
Manage contract negotiations and information sharing
Ensure efficient delivery of calls and email requests, monitor volume and hold time alerts, and software configuration and maintenance
Manage Desktop Support team on installation, configuration and troubleshooting of desktop and laptop hardware
Administer the firm’s incident management system
Assist with the planning and implementation of large-scale, office-wide projects
Manage employee relations matters including performance improvement and separation process
Manage and mentor a team of support engineers the IT ticket queues
Distribute incident and task tickets
Desktop Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Desktop Support Manager
List any licenses or certifications required by the position: ITIL, V3, MCP, MCSE, MCDST, PMP, VCP, CCNP, CCNA, CE
Education for Desktop Support Manager
Typically a job would require a certain level of education.
Employers hiring for the desktop support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Education, Technical, Information Systems, Business, Information Technology, Engineering, Technology, Management, Computing
Skills for Desktop Support Manager
Desired skills for desktop support manager include:
Excel
Ticketing systems
Active Directory
Communications and host connectivity
Local and wide area networks
Key Performance Indicators and metric analysis
TCP/IP networking
Antivirus
BKFS products
Both written and spoken
Desired experience for desktop support manager includes:
Review tickets for quality of documentation
Ensure that all tickets are escalated appropriately
Create weekly reports and metrics
Monitor the VIP customer service experience
Assist the service manager in managing technicians within assigned areas of responsibilities
Support or act as main point of contact between service manager and defined area of responsibility
Desktop Support Manager Examples
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Desktop Support Manager Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of desktop support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for desktop support manager
- Assist the manager in managing technicians within assigned areas of responsibilities
- Support or act as main point of contact between team and defined area of responsibility
- Assist leadership with administrative duties to include annual performance reviews, headcount responsibilities, schedule distribution, and PTO requests
- Implement and manage a data driven approach to support, using metrics to measure and optimize support activities
- Lead Support team's operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources
- Manage the deployment, maintenance, upgrade, and support of PCs, endpoint operating systems, client hardware, software, and peripherals
- Work with departmental stakeholders to define business and systems requirements for new technology implementations
- Direct research on potential technology solutions in support of procurement efforts
- Initiate and oversee projects
- Manage Support Team's staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
Qualifications for desktop support manager
- CompTIA A+ certification or Microsoft Certified IT Professional certification preferred
- Must have at least 4+ years of Technical Support experience, diagnosing and resolving software and hardware issues
- Must have hands on knowledge of IT systems and networks, including Windows & Macs, wired/wireless networking, security, databases, and messaging
- Must have excellent written and oral communication skills to facilitate resolution of IT issues and to provide direction and guidance to IT support team
- Must be highly organized and able to provide quick and exceptional services under immense pressure
- Must be able to work on occasion late-nights and weekends
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Desktop Support Manager Job Description
Job Description Example
Our innovative and growing company is looking for a desktop support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for desktop support manager
- Be part of a team that redesigns work flow to better utilize resources
- Provides technical expertise for all network users in the areas of training, problem resolution, hardware and software upgrades
- Complete and follow up on tickets queue’s
- Candidate needs excellent interpersonal skills
- Leading and mentoring the North American team member, ensuring policies and procedures are adhered to
- Ensuring IT Support tickets are triaged and resolved within agreed SLA’s
- Objective and KPI management
- Responsible for prioritizing, planning and executing IT Support tickets
- Monitor and identify trends or irregular activities within the IT Support ticketing system, and escalating these to the Global Service Desk Manager and relevant IT function
- Responsible for managing desktop hardware and software lifecycle, working closely with procurement and asset management on hardware and software demand
Qualifications for desktop support manager
- This will be a manager over Desktop Support and Depot operations to include
- Knowledge of hospital clinical, business and physician systems
- Requires a bachelor's degree with at least 10 years of industry experience in the field and at least 5 years leadership experience, or an equivalent combination of education and experience
- Ability to work both a tactically and strategically
- Ability to handle multiple tasks in a fast-paced and dynamic environment
- Ability to take initiative and to follow through on projects
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Desktop Support Manager Job Description
Job Description Example
Our company is hiring for a desktop support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for desktop support manager
- Proficient with Microsoft Office with an emphasis on Excel preferred
- Contribute to the IT knowledgebase, developing the internal and external support knowledgebase for 1st and 2nd Line support team
- Managing team performance, conducting regular one on ones to develop the personal and technical skills of the North American Desktop Support team, including appraisals and training plans
- Promote a professional environment at all times, providing a point of escalations for staff and the internal teams within North America
- Reassigning of P1 issues within the Global Service Desk model to ensure these issues are resolved in a timely manner
- Desktop Support Managers are responsible for all personnel administration within the department, including staffing, performance management, career planning, terminations
- May be responsible for overseeing other areas such as Asset Management, Systems Management, Help Desk
- Develop new or enhance existing processes and systems to ensure continued high service level expectations are met and exceeded
- Develop end user training and onboarding plans to increase the technical acumen across kCura
- Assist your team in troubleshooting and resolving problems for all networked devices (desktops, laptops, tablets, cell phones)
Qualifications for desktop support manager
- In depth knowledge of Windows and Apple OS required
- Endpoint Imaging
- Citrix XenApp and other virtual desktop management experience
- Microsoft Office including Visio and Project
- Microsoft Windows 7 and Windows 10 operating systems
- 5 years Desktop Services experience
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Desktop Support Manager Job Description
Job Description Example
Our innovative and growing company is looking for a desktop support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for desktop support manager
- Assist your technicians in managing their time and priorities to give excellent end user support
- Provide 24/7, 365 response, Tuning and performance, Proactive issues to maintain infrastructure, Troubleshooting/repair, Address issues that come up with user requests, installs, configurations
- Maintain emphasis on the importance of maintenance, interoperability, integration, to ensure business continuity and performance
- Execute defined standards for process and policy documentation, change control, software testing and qualification to meet the expectations of the business
- Collaboration with other teams to ensure Service Levels (SLA's) are in place and Key Performance measures KPI's are defined and agreed for Help Desk and Desktop Services
- Accountable for fulfilling SLAs on Greenbrier's Helpdesk and Desktop Support Ticket and Request queues
- Management of day to day activities ensuring focus on priorities, resolution of conflicts to meet services, improvement plans and risk remediation
- Act as a point of escalation for unresolved or escalated needs
- Establish and manage staffing levels using internal and external resources ensuring adequate daily and on-call support 365 days a year
- Ensure processes are in place to appropriately triage requests and issues and monitor as required
Qualifications for desktop support manager
- IOS/Android support experience
- Extensive knowledge of support tools to troubleshoot MAC and Windows desktop hardware and software issues iPad and iPhone technology
- Minimum of 2 years’ experience in a customer facing IT role
- SLA Management and Reporting experience
- Strong knowledge of computer hardware, software and network technology
- Knowledge of Kaspersky, CrashPlan, Casper, LANDesk, SCCM, Bitlocker, FileVault, VMWare, Adobe & Autodesk products, SVN and Microsoft Office
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Desktop Support Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a desktop support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for desktop support manager
- Maintain and provide asset management reports on all deployed systems and software
- Help defining and maintaining hardware and software standards
- Manage coordination of equipment repairs for hardware, ensure patches are deployed, comply with licensing agreements for devices including network
- Create monthly dashboards based on defined SLAs and create action plans for driving better service solutions
- When needed perform the duties of subordinates, providing Level 1 and Level 2 support to all Greenbrier Companies and its affiliates
- Communicate with internal customers to inform and respond as required with a sense of urgency and empathy
- Ensure staff takes ownership of internal customer's problems, strive for first call resolution, and lead / drive proactively when dealing with issues
- Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
- Work with existing reporting and analytics tools to monitor Help Desk performance, identify and address areas of potential performance issues and monitor key performance indicators
- Ensure the Help Desks maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
Qualifications for desktop support manager
- VDI/virtual environment support
- Strong organizational skills, with the ability to manage multiple tasks and update priority in a fast paced and dynamic environment
- Ability to mentor and train a 1st and 2nd line IT professionals
- ITIL or similar certifications a plus
- 2 Years management experience with HR accountabilities
- Prior experience with ITIL Foundations