Title: Senior IT Solutions Desk ManagerDuration: 12 Months Plus ExtensionsLocation: Dallas, TX
Duties and Requirements : Responsible for all aspects of technology supportdelivered to the end-user community. Manages Desktop Engineering activities for workstation Imaging and Patching. Specifies end-user computer(EUC) hardware standards and manage procurement. Manages Deployment of all workstations including: Installs, Moves,Adds, Changes (IMAC’s) Manages Software Procurement activities including IMAC’s. Issues standards for Service Desk employees and Field Technicians. Monitors Support Desk and Field Technician performance metrics and SLAs; creates and delivers reports and analytics on performance. Leads Incident, Problem, and Change Management processes. Oversees troubleshooting of ITS requestsystems and ensureshighest level of system availability. Administers ITSM Suite and applicable business process. Manages relationships with service providers, business partners, and contractors. Establishes budgetary requirements for equipment and replacement; determines backup components to be maintained in stock. Develops and administers customer satisfaction surveys. Interviews prospective employees. conducts employee performance evaluations, and aids in careerdevelopment. Partners with organization to develop solutions for technical issues. Leads Business Technology Partners responsible for advising leadersand key stakeholders of the support, projectsstatus, and assistwith onboarding new ITS productsand services. Partners with organization to solution technical issues and implementthe project execution. Collaborate with PMO for onboarding new products and services to ensure readinessupon launch. Manages Continual ServiceImprovement activities achievingbest in class service and customer satisfaction. Experience : - Six (6) years of professional experience in information systems, desktop/support desk or related field.
- Four (4) years of supervisory experience.
- Any equivalent combination of education and/or experience may be substituted for the above.
- ITIL Certification(s) Practitioner preferred.
Possession of a valid Class C driver’s license Education and Certifications : •Bachelor’s degree in information systems or related field.Any equivalent combination of education and/or experience may be substituted for the above.•ITIL Certification(s) Practitioner preferred.•Possession of a valid Class C driver’s license.
