Share Email Opening Title Desktop Support Manager  EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description Desktop Support Manager PURPOSE: Directs and coordinates activities of help desk staff engaged in computer operations by performing the following duties personally or through subordinates. RESPONSIBILITIES: · Responsible for assuring users are provided efficient and timely first and second level support on a 7×24 basis · Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required · Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring, and disciplinary responsibilities · Provides staff support for administrative tasks and projects relative to the Desktop support · Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems · Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels · Invokes problem escalation procedures to coordinate recovery · Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found · 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 · Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through · Coordinates training requirements of Help Desk personnel · Contributes to departmental productivity and development objectives by participating in training programs · Provides leadership by projecting a positive attitude and providing learning incentives · Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s) · Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions · Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service · Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing the quality of care and service · Maintains competency and enhances professional growth and development through continuing education and conferences · Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support · Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer · Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position · Demonstrated management and decision-making skills concerning Information Systems policies, processes, and procedures, with a proven track record of completing tasks and/or projects within budget and on schedule · Ability to manage multiple high priority initiatives in a fast-paced highly technical environment · Remains on-call during off-peak hours to respond to support service issues · Performs other duties and responsibilities as assigned by the Chief Information Officer   Position Requirements EXPERIENCE: · A minimum of 5 years’ support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues AND 1 to 3 years of supervisory experience · Experienced in Microsoft environments of 250-5000 end-users and/or Call Center experience SKILLS AND KNOWLEDGE: · Experience working in a team-oriented, collaborative environment. · Excellent customer service, written and oral skills. · Knowledge of desktop imaging and roll-out strategies · Self-motivated and goal-driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment. · Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 is a plus. · Knowledge of software applications and basic hardware for the PC · Principles and terminology of networking on Layer 1 and 2 side · Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains. · Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications. · Knowledge of wireless networking components and terminology; Familiarity with Cisco and Meraki Wireless Networks is a plus · Awareness of commonly used Microsoft products and services · Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines. · Creating and maintaining user self-help documentation, technical documentation, and procedural documentation. · Knowledge of Anti-Virus applications such as Symantec Job Type: Full-time Pay: $90,000.00 - $110,000.00 per year COVID-19 considerations: Compliance with CDC guidelines   Full-Time/Part-Time Full-Time   Rate of Pay   Position Service Desk Supervisor   Location BYOD   About the Organization Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs. At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers. Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.   This position is currently not accepting applications. To search for an open position, please go to http://GMI.appone.com Follow us

 

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