October 24, 2007

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Desktop & Mobility Services Manager

Location: New York, NY
Date Posted: 12-10-2018



Under the direction of the Desktop & Mobility Services Director, the Desktop & Mobility Services Manager is responsible for managing the daily operations of the Desktop & Mobility team and oversees the administrative operations. Provides technical and business leadership, guidance and support to the Desktop & Mobility team.


Responsibilities
  • Manage the daily operations of the Desktop & Mobility Services department 
  • Serve as a first point of escalation for technical, procedural and departmental personnel issues
  • Coordination and management of team’s workload
  • Coordination and management of various operational tasks 
  • Attend project team meetings and provide guidance and feedback as necessary
  • Assist with the formulation of the team’s monthly operational reports
  • Assist in the performance management and hiring process
  • Ensure adherence to defined departmental policies and procedures
  • Build and maintain relationships with IS department members and customers.
  • When issues arise during off-hours, be available by phone and email to provide guidance and support to analysts who need assistance.
  • Manage and respond to all support requests (incidents or service) submitted via our ITSM tool 
  • Manage the ITSM queue and assign tickets to the team
  • Provide direct support of firm issued hardware to end users, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices (blackberry, smart phones, tablets), wireless access cards and other peripherals. 
  • Handle additional responsibilities as necessary.


Required Skills
  • Bachelor’s degree preferred and 7+ years’ experience in professional services with at least 2 years of managerial experience 
  • Excellent leadership, coaching and teaching skills
  • A commitment to first-rate customer service, well-balanced with an understanding of policies and procedures
  • Highly flexible communication skills: 
  • Ability to rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction
  • Ability to work effectively and efficiently as part of a team and independently as necessary
  • Strong time management and organizational skills with exceptional attention to details
  • Must be able to write clear and concise technical, procedural and policy documentation
  • Advanced Troubleshooting skills in Windows Operating Systems and Applications including but not limited to current versions of:
  • Windows 10, Lotus Notes, Outlook 2016, Desksite/iManage, Microsoft Office, Citrix Remote Access, VPN, Wireless Networking and SharePoint.
  • Basic knowledge of the support of MAC operating systems and common applications. 
  • Ability to meet strict deadlines and effectively complete designated job assignments under significant time and supervisory pressure.


 
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