Desktop Support Manager

GTS Technology is currently seeking a highly skilled Desktop Support Manager to join our team! In this role the Desktop Support Manager will be responsible for the Desktop Support staff, managing daily operations, providing technical guidance, and implementing best practices to improve overall service delivery.

Supervisory Responsibilities:

• Interview, hire, and train Desktop Support staff.
• Oversees the daily workflow and schedules of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Establishes performance metrics for Desktop Support staff.
• Establishes regular cadence for team huddles, periodic meetings and individual one on ones.
• Develop Team Lead resources to provide day to day guidance to team members and handle customer escalations.
• Assists in the development and implementation of quality improvement programs for assigned department(s).
• Adhere to all service Level Agreements (SLAs), take ownership of user problems, and be proactive when dealing with user issues.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Acts as a liaison between the Desktop Support department and other divisions in the company.
• Adheres to budget guidelines outlined by Program Management.
• Remain on-call during off-peak hours to respond to support service issues.
• Maintains competency and enhances professional growth and development through continuing education and conferences.
• Perform timekeeping, resource management, ticket management, invoicing and project-related activities within NetSuite.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Intermediate Active Directory or Network Administration skills.
• Self-motivated and goal-driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
• Ability to coordinate multiple tasks, status action items, respond to changing priorities, and react to short deadlines.
• Creating and maintaining user self-help documentation, technical documentation, and procedural documentation.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Experience working in a team-oriented, collaborative environment.
• Excellent verbal and written communication skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.
• MUST pass CJIS background check

Desired Skills/Abilities:

• Minimum of 5 years of Information Technology experience including support services

experience in IT Help Desk and/or Desktop Support operations, troubleshooting PCs, servers, peripherals, and network issues.

• Minimum of 3-4 years of management experience in IT related field.
• ServiceNow Service Desk Experience
• NetSuite Software Experience
• CompTIA A
• Network Certification
• Security
• Bachelor’s degree preferred.

PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS:

Must be able to sit or stand for extended periods of time; able to lift, carry, push and/or pull items of up to up to 50 lbs.; be able to bend at the waist, kneel or crouch; Prolonged use of computer and telephone; repetitive hand motions.

GTS Technology Solutions, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTS Technology Solutions, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, and training.

GTS Technology Solutions, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTS Technology Solutions, Inc.’s employees to perform their job duties may result in discipline up to and including discharge.