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Desktop Support Manager

Location : Chicago, IL
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+
Required Education : Bachelors
Travel : No
Relocation : No

Job Description :

As a Manager for Desktop Support with our client, you are free to explore unique solutions and try fresh ideas that may benefit our financial services and trading businesses, and our investment companies. You’ll collaborate with some of tech’s sharpest minds to solve for the firm’s ever-changing but exciting challenges. Working in tech with this company means that you’ll always be presented with a variety of new possibilities as you continue to enhance your skills.


 


You’ll be responsible for:



  • Helping to architect and support all end user hardware and software including desktop and server management. (e.g. Windows desktops, laptops, and tablets, Mac devices, etc.).

  • Managing the workstation images and helping to automate where possible.

  • Managing System Center Configuration Manager (SCCM) to effectively manage the desktop environment.

  • Patching operating systems, software, and firmware effectively.

  • Helping to guide the end user technology team regarding on ticket troubleshooting, project work, and best practices.

  • Ensuring that end user support maintains a high level of responsiveness, communication, expertise, and professionalism.

  • Helping to establish appropriate benchmarks/KPI’s to ensure that your team is operating efficiently with appropriate success metrics.

  • Spearheading the research, design, implementation and ongoing maintenance of desktop hardware, software and all end user technologies.

  • Operating a highly efficient, organized and knowledgeable team that is looked upon for guidance and best practices regarding end user technology.

  • Meeting with key business stakeholders to understand challenges and solve them.


Required Qualifications :

You’ll gain loads of experience in this role but before you do, you should have:



  • 2+ years in a Team Lead or Manager capacity with continued hands-on technical experience.

  • Strong technical proficiency in MS Windows 10, Office Suite, and SCCM

  • Automation skills including Powershell.

  • Third-party application management (ex: JIRA, Confluence, Cisco Call Manager).

  • Experience prioritizing work and helping remove roadblocks for team success.

  • Experience driving and motivating teams to follow best practices/guidelines.

  • A strong customer service orientation with demonstrated experience in meeting and managing customer/client expectations.

  • A strong sense of urgency when it comes to customer support resolution.

  • Excellent communication skills and ability to communicate technical concepts/issues to technical and non-technical staff.

  • Strong critical thinking skills with the ability to understand, analyze and creatively solve problems.

  • Demonstrated experience identifying gaps and providing innovative solutions to improve end user support and customer satisfaction.


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