Hiring Bonus $2,000

Position: Desktop Support Manager – Full Time/On-Site

Reports To: Director, Service Delivery

Work Location: Mount Washington, KY

Compensation: $30.00/hr-$36.00/hr

Job Description:

The Desktop Support Manager will be responsible for managing and overseeing the performance of Level 2 on-site services and support for clients (both internal and external) to ensure that service levels are met. This includes overseeing day-to-day operations such as break/fix, onboarding and offboarding, imaging and deployment, procurement, documentation, and monitoring ticket queues. The Manager will also ensure that assigned staff meet and exceed performance expectations, and that standards and processes are followed to meet contractual obligations, provide effective customer service, and achieve high levels of customer satisfaction.

Key Responsibilities:

• Manage and oversee the day-to-day operations of the On-Site Desktop Support team.
• Communicate professionally and effectively with team members, clients and management alike and serve as a responsive and reliable escalation point for all requests, incidents, and problems.
• Actively supervise all team members and oversee 100% of the requests, incidents and problems via telephone or email.
  • As needed, schedule employees working shifts and provide backup support.
  • Monitor and manage phone queue, participating in escalated calls as needed.
• Follow up on open issues with escalation groups to provide feedback to customer.
• Routinely perform quality assurance checks on resolved tickets to ensure customer satisfaction.
• Oversee a Solutions Repository:
  • Ensure top quality solutions are available to the staff and updated as necessary.
  • Build/obtain (from other departments) training material for support staff.
• Develop an effective and workable framework for managing and improving customer IT support in the organization and advise management on situations that may require additional client support or escalation.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Actively manage and coordinate urgent and complicated support issues:
  • Determine root cause of issues and communicate appropriately to internal and external customers, including management.
  • Provide continued management oversight until proper satisfactory conclusion of any issue.
  • Partner with and escalate proactively to Turner Tech senior management, including the Director of Service Delivery and/or VP Information Technology.
• Train, coach and mentor both Desktop Support and IMAC Technicians (Level 1 / 2) including career development & overseeing staff activities.
• Monitor and report upon Service Level Agreements (SLAs) to ensure that all service levels are met and present to client and TTI management on a recurring weekly and monthly basis.
• Actively monitor, identify, & escalate any tickets, issues, outages, etc. that negatively impact service delivery to both TTI management and client management in a timely & proactive manner.

Qualifications:

• Minimum of 5 years of experience in technical support or a related field
• Minimum of 1-2 years of experience in a Lead and/or Supervisor role
• Experience with on-site break/fix support, onboarding and offboarding, imaging and deployment, and procurement
• Experience with Windows and Mac operating systems
• Familiarity with networking technologies such as TCP/IP, DNS, and DHCP
• Excellent communication and customer service skills
• Strong analytical and problem-solving skills
• Experience with ITIL best practices and service management
• Ability to work well in a team environment and lead a team effectively

Skills

Desktop Manager skills and experience shall include, but are not limited to, the following:

• A thorough understanding of both Windows & MAC OSX preferred.
  • Experience with email systems and advanced understanding of Active Directory & Network troubleshooting is required.
  • Support of applications (proprietary or otherwise) is desired.
  • Experience with on-site Desktop support at an enterprise level.
• Demonstrated personal and professional integrity.
• Strong written and verbal communication skills.
• Effective organizational and time management skills.
• Ability to multitask and to prioritize tasks and initiatives.
• Ability to adapt to new procedures and processes implemented in a professional environment.
• Strong sense of customer service and ability to handle time-sensitive requests.

Essential functions of this at-will job position include:

Physical Requirements

• Must be able to deal with high pressure situations and time constraints effectively.
• Ability to sit and/or stand for extended periods of time.
• Adequate vision and dexterity to disassemble, reassemble and operate computer systems, printers and peripherals.
• Adequate speech clarity and hearing to communicate efficiently with team members and clients both on-site and via telephone interactions.
• Satisfactory mobility to independently satisfy on-site repairs.
• Physical strength adequate to carry/move required tools, parts, equipment and systems.
• Position requires moderate lifting (up to approx. 60 lbs.)

Additional Requirements

In addition to the technical knowledge, experience and competence required of this particular job position, TTI's employees must also possess problem-solving skills, intelligence, perseverance, orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances, fairness, empathy, appreciation toward fellow workers, and effective communications skills.

In keeping with these job requirements, TTI may choose to utilize application forms, interview procedures and/or pre-employment non-medical, non-psychological testing regimens that will assist TTI to determine whether applicants can meet TTI s performance standards. Applicants for the above job position may be required to undergo such screening procedures.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by TTI employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of TTI.

Candidates must be able to perform the essential functions of this position, with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement:

Turner Techtronics provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, and leaves of absences, compensation and training.

DEI Statement:

Turner Techtronics is on a mission to provide the resources necessary to raise awareness and to support a diverse, equitable, and inclusive environment. We are continuing to build a culture that is safe, respectful, fair and inclusive for all of our employees. We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward.

COVID Vaccination Requirement:

Effective August 5, 2021, and until further notice, Turner Techtronics shall adhere to staff vaccination and testing guidelines outlined in the CA Dept. of Public Health (CDPH) Behavioral Health Information Notice No: 21-041. These instructions shall apply to all applicable TTI facilities and clients. Any new applicant at TTI will be required to submit their Vaccination Certificate status. Any candidate in any of the TTI and client locations which mandate vaccinations will be required to be fully vaccinated before considered for employment.

Hourly Range : $30/00/hr - $36.00/hr