Manager, Deskside Support

Are you a Deskside Support Manager searching for a new opportunity? A financial services company is looking for a Deskside Support Manager to oversee a team dedicated to providing a courteous and responsive, user-focused, single point of contact for the coordination of quality IT services, support and training. The Manager will report to the Director of Infrastructure and have management responsibility for a group of nearly ten employees and consultants comprising the Deskside Support team. This position stands on a permanent full time basis.

• Build and lead an effective DSS team to ensure available and comprehensive 24x7 support, ensuring that call processing meets all approved Service Level Assumptions/Agreements 2
• Ensure DSS team follows best practices related to proactively handling user requests, including proper ticketing protocols and subsequent communication and documentation associated with the handling of such tickets
• Coach employees to be effective in their roles and ensure there are ongoing learning and professional development opportunities
• Draft and deliver annual performance reviews in partnership with the Director of Infrastructure
• Assess DSS staffing structure and work with Director of Infrastructure to ensure structure properly supports development; lead and articulate long-term staffing plans
• Continue buildout of knowledge management system to allow for quicker resolution of problems
• Stay aware of industry best practices related to DSS function and relevant deskside support methodologies (i.e., ITIL)
• Foster communication and collaboration within IT, including working closely with peers to ensure the needs of the overall firm are met; partner particularly with INFS
• Contribute to the IT planning process, including identification of potential issues based upon knowledge current projects and the needs of the user community
• Work with the Director of Infrastructure and others to understand solutions that proactively meet user community needs, and oversee the development, delivery, and support of solutions to meet those needs
• Work with Director of Infrastructure and Manager of Technical Services to evaluate remote access capabilities and develop plan to improve performance and experience for users working remotely
• Working with vendors and peers across the firm to refine and automate processes, provide leadership in process reviews and automation with the goal of driving efficiencies in DSS operations
• Identify high cost, low value services as candidates for sourcing to external partners
• Actively participate in Change Advisory Board This is an excellent opportunity for individuals who appreciate the rewards of working for a successful firm in a dynamic environment in support of an eclectic, global investment strategy across every asset class.

• At least 10 years of information technology experience, with at least 5+ years of experience leading and managing IT deskside support professionals and help desk functions
• Strong understanding of desktop technologies including, but not limited to: o Microsoft Windows 10 o Microsoft Office o Microsoft Office 365 o Virtual Desktops o IT service management software (e.g., Cherwell, ServiceNow, Remedy)
• Working knowledge of Cisco telephony and video technologies
• Proven track record managing, developing, and leading a team of high quality deskside support professionals with multiple perspectives and skill sets
• Willingness to be hands-on, if necessary
• Experience managing key vendor and strategic partner relationships
• History of evaluating internal processes with the goal of identifying areas for improvement through redesign, automation or sourcing of services
• Must have the breadth of experience, personal maturity, interpersonal skills and diplomacy to interact effectively with all levels and functions across the organization; proven ability to intelligently articulate complex technical knowledge to business users
• Extensive experience supporting remote and mobile workers including office hoteling, travelers and home office capabilities
• Proven project management skills and ability to conceptualize, launch and deliver multiple projects on time and within budget, as well as maintain and manage existing systems and business initiatives
• Bachelor’s degree in Information Technology or related field preferred