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Service Desk Manager
Ref No.: 17-03114
Location: New York, New York
Position Type:Full Time
Pay Rate : $ 140,000.00 - 170,000.00 /Year
Service Desk Manager 

Job Summary:
The candidate will lead the Service Desk team in the US (NY, NJ, and SF). Provide first level point of contact for end users regarding the support and maintenance of desktop computing environment. Includes installing, diagnosing, repairing, maintaining all workstation hardware and software to ensure optimal performance. Document and troubleshoot problem areas. Oversee teams' daily activities and ensure tickets are entered, escalated, and tracked efficiently. Assign tasks and projects to members of the Service Desk team.  Manage the allocation of resources to all tasks to ensure timely completion of projects and still maintain adequate support.
 
Major Responsibilities:
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users.
  • Recommend and implement corrective solutions as needed.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Manage team to ensure that adequate and effective coverage for all users is maintained, including Executive level support
  •  Assess the need and implement performance upgrades to workstations and servers.
  • Collaborate with network administrators to ensure efficient operation of the company's Desktop computing environment. Where required, administer and resolve issues with associated end-user workstation networking software products.
  • Receive and respond to incoming calls, pages, and/or emails regarding desktop problems.
  • Perform move, add, and change requests as they are submitted by line managers.
  • Provide operational support and administration for various enterprise systems as necessary.
  • Prepare tests and applications for monitoring desktop performance and then provide performance statistics.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring the desktop environment.
  • Develop and maintain an inventory of all desktop equipment.
  • Accurately document instances of desktop equipment or component failures, repairs, and installation.
  • Conduct research on desktop products in support of desktop procurement and development efforts.
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  • Write technical specifications for purchase, configurations and rollout of desktop hardware and software.
 
Required Qualifications:
  • Bachelor's degree in computer science, information technology, or related field
  • Strong communication skills. Ability to clearly articulate ideas, solutions etc.
  • Excellent technical knowledge of windows desktop and server hardware and software.
  • Working technical knowledge of current protocols, operating systems, and standards.
  • Able to read and understand technical manuals, procedural documentation, and guides.
  • Demonstrated success to conduct research into windows desktop and server issues and products as required.
  • Effective interpersonal skills and relationship-building skills.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Strong customer-service orientation.
  • Experience managing a team
  • Experience with large-scale server/desktop management and deployment (Microsoft System Center experience)
  • Experience with VMware Horizon View Virtual Desktop