Manages technical support staff for desktop, software, network, and systems support for a DC and Regional Locations. Ensures all departmental objectives and goals are achieved while limiting inefficiencies in work product to improve upon quality assurance initiatives. The primary function of the Desktop Support Manager is the control support staff on computer systems for customer technical service including installation, maintenance, and advanced troubleshooting of all desktops, laptops, printers, desktop software applications, and end user network connectivity. Assist with the administration of enterprise desktop management tools, software updates, new technology research, performance monitoring, and various administrative responsibilities as required.
SUPERVISORY RESPONSIBILITIES: Manages the enterprise desktop support environment. Ability to prioritize, multi-task, and work independently, efficiently, and with flexibility in an organized manner. Provides formal supervision to individual technical support staff within operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the companys values. Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable, and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues. Report to the Director.
JOB DUTIES AND RESPONSIBILITIES, BUT NOT LIMITED TO:
Manages technical support staff. Provide oversight for all technology applications and systems. Provide technical application advice, guidance, and support to staff, as requested.
Strong understanding of desktop environment management, including desktops, laptops, tablets, handhelds, printers, scanners, mobile phones, access control, CCTV, video/audio conference systems, etc.
Experience with ticketing system (preferably with ServiceNow) on managing, monitoring and delegating tickets ensuring tickets are evenly distributed with workload.
Technically Hands-on for supporting:
Provide desktop support for end users for Windows and MAC, including software support and training and break-fix issues. Install and configure computer hardware, software, systems, networks, printers, etc.
Repair and replace equipment as necessary
Trouble shoot and repair any corporate and/or property level equipment
Perform some after-hours and/or weekend work as needed when necessary to maintain network
Provide input regarding overall IT strategy and infrastructure
Manage and support Installs and upgrades Microsoft Windows operating systems including standard business applications and associated peripherals.
Strong knowledge and experience with troubleshooting computer systems operating with Microsoft Windows, Microsoft Office, MAC, Printers, and various third-party vendor applications.
Troubleshoot and resolve problems with end user hardware (repair and/or replace), operating systems, software, applications, and network connectivity.
Good working knowledge of networking, TCP/IP, and associated protocols
Understanding of Windows Active Directory, and Microsoft Server Operating Systems
Experience with desktop management tools used in an enterprise environment such as Microsoft Endpoint Configuration Manager, and Big Fix.
Provide technical support services via email, phone, and remote sessions and in person.
Experience with tracking and resolving computer vulnerabilities in an enterprise environment. Understanding of maintaining software and security patches on the Microsoft desktop operating systems.
Assists in the planning and implementation of various information technologies projects. Assist in planning, installation, configuration, and upgrades of desktop hardware, operating systems, and applications.
Assist the IT Service Desk as a backup when needed and assist with on-call duties.
Provide response, support, and escalation as necessary to meet Service Level Agreement requirements.
Create and maintain documentation of IT procedures, systems, and problem resolutions.
Follow up with end users to ensure problems are resolved successfully and satisfactorily.
Other duties may be required and assigned by the supervisor.
Self-motivated, organized, trustworthy, and reliable.
Performs other duties as assigned.
Ability to perform responsibilities in a demanding fast paced environment.
Available 24/7 on emergency basis to deal with time critical issues.
10+ years of progressive experience in Information Technology leading and coaching technical support staff
Demonstrated technical and process leadership experience servicing end users through a desktop support and help desk support
Strong operational and functional knowledge of IT ticketing systems, preferable in ServiceNow
Customer-service oriented with a problem-solving attitude
Takes initiative to personally resolving or coaching others to resolve complex tickets
Must be able to meet deadlines; Ability to handle multiple tasks simultaneously
Self-starter, motivated and takes initiative; strong interpersonal and problem-solving skills; able to work collaboratively with all levels of staff to resolve problems and external partners to maximize performance, creativity, problem solving and results
Seek, learn, and apply new skills/knowledge to perform job responsibilities
Attentive to detail with a high level of accuracy; exercise sound judgment and strong project management skills
Resourceful, diplomatic, and professional; deliver outstanding customer service; a can-do attitude and work style that supports teamwork, collaboration, and positive relationships
Adaptable; be able to shift priorities and focus as departmental and/or business demands change including, but not limited to early/late hours and/or weekend hours
Strong analytical skills and organized; completes tasks ahead of schedule
Excellent written and verbal communication skills, including excellent listening skills and presentation skills to communicate clearly, concisely, and effectively
Position-relevant computer experience including Microsoft Office and MAC
Follow all company safety practices, Standard Operating Procedures (SOP’s) and policies
Minimum Education Requirements:
· Associates, Bachelor’s Degree, or equivalent IT experience.
· CompTIA A+ Certified preferred.
· Microsoft Certification in Windows and MAC certification in related desktop management systems preferred.
· ITIL Foundation Certification or experience working in an ITIL environment preferred (required to have ITIL Certification within 3 months if hired)
Must be a U.S. Citizen and reside in DC. Position requires desktop manager be in the Department of Education building in DC locations.
COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.