Desktop support manager job description

Minimum 8 years of broad technical experience in one or more phases of information technology and management information systems, to include technical project management, leadership, supervisory and/or management experience.

Demonstrated experience managing information technology support and/or help desk functions.

Familiarity with information technology management concepts and methodologies, structured analysis, and business process re-engineering.

Excellent customer service skills and ability to communicate technical issues both orally and in writing.

Strong problem-solving, analytical and collaboration skills.

Strong oral, written and interpersonal communication skills.

Preferred:

Technical knowledge of client service technologies and products to include workstations and mobile devices hardware and software.

Troubleshooting skills and a working knowledge of current information technologies.

Familiarity with the ITIL framework, Agile practices and industry standard products such as Microsoft Windows, ServiceNow and CA Clarity.

Proficiency with MS Office products.

Technical project management experience, Microsoft, ITIL, Scrum Master or other relevant certifications.

A requirement of this position is that you must be fully vaccinated against COVID-19 and received all approved boosters or qualify for an accommodation from the Bank's vaccination policy; the Bank will provide accommodations as required by law for individuals unable to be vaccinated due to a medical condition or sincerely held religious belief.

An essential function of this position is working onsite; this position qualifies for a hybrid working arrangement that supports remote work, but generally requires being onsite 2-4 days a week depending on business needs.

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)
• 401K match, and a fully funded pension plan
• Paid time off and holidays
• Generously subsidized public transportation
• Annual educational assistance
• On-site fitness facility
• Professional development programs, training and conferences
• And more…

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists , we work together to represent you in our economy.

Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Information Technology Work Shift First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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The Manager, Desktop/End User Support maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Manager, Desktop/End User Support works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.
Responsibilities

The Manager, Desktop/End User Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.

Required Qualifications

* Bachelor's Degree
* 6 or more years of technical experience
* 2 or more years of management experience
* Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams
* Experienced responding to escalated telephone, email and on line requests for technical support
* Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.
* Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas
* 2 years in a Lead or Supervisor capacity for Desktop Support
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

* Bachelor's Degree in a Technical Field
* Desktop Support related Certifications

Additional Information

Work-At-Home Requirements

* WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
* A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
* Satellite and Wireless Internet service is NOT allowed for this role.
* A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours

40

WPP is the transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 accomplished people in 110 countries. We create transformative ideas and outcomes for its clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations - from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 325 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100.

WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We are quoted on the London Stock Exchange and the New York Stock Exchange. Key performance indicators for WPP (2020) include Billings of £46.9bn and Revenue of £12bn.
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Why we're hiring:


At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is transforming to create our future IT together that will support the world's largest creative transformation company.

The Desktop Support Manager will report into the Hogarth Regional Technology Director and is expected to contribute to the overall development of WPP IT strategy as well as oversee its implementation in North America. This strategy covers the use of technology throughout the business and includes timely and efficient first line technical support to all users, both in-person, and remote. The Desktop Support Manager will oversee all aspects of desktop support, serving as an escalation point for the team as well as being hands on when necessary.


What you'll be doing:


Manage a team of skilled support engineers to deliver world class IT Support services to end users, operating within predefined structure, methodologies, and standards set by WPP IT. Partner and align with the Hogarth Regional Technology Director and WPP IT Operations Manager to meet the needs of the business Ensures that policies and procedures are adhered to and documented clearly and accurately Maintain open lines of communication with direct reports and teams across the business, assessing needs, deploy standard solutions, and mitigating blockers with the support of WPP IT Operations Manager Perform on-site installation and troubleshooting, where required Respond to 1st line hardware & software support issues, escalating where required Diagnose and resolve technical hardware and software issues. Research questions using available information resources Coordinate timely repair of computer equipment covered by third-party vendor maintenance agreements Perform minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements Support implementation of local area network (and its dependencies) Install computer peripherals for users Keep Help Desk application updated at all times Assign Helpdesk tickets to support engineers and systems administration Ensure timely completion of Helpdesk tickets Assist with the administration of company telephones (desk and mobile)


What you'll need:


Three to five years of demonstrable track record of leading individuals a team
Outstanding organizational skills
Strong customer facing skills, in particular the ability to gain respect and confidence of senior stakeholders within the Operating Company(s)
Excellent written and verbal communication skills, including the ability to communicate with and understand the needs of non-technical employees and the ability to communicate technical information in a user-friendly way
Ability to follow established departmental procedures & practices as well as assist in documentation
Ability to operate under pressure, prioritize tasks, solve problems, and identify when to escalate issues
Strong knowledge of Apple hardware, mac OS, and Windows
Experience using an endpoint device management system, such as JAMF Pro and Microsoft InTune, a plus
Fundamental understanding of IP-based networking, VPN, file transfer tools, and productivity tools such as MS Office. Strong knowledge of Adobe Suite a plus,
Good communication and influencing skills along with personal gravitas to create relationships at senior levels
Knowledge of top-level IT architecture principles
Ability to manage technical projects
Understanding of the creative mindset and user experience, exposure to media businesses.
Fluent in English and local language


Who you are:



You're open :
We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.


You're optimistic :
We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.


You're extraordinary:
we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.


What we'll give you:



Passionate, inspired people
- We promote a culture of people that do extraordinary work.


Scale and opportunity
- We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.


Challenging and stimulating work
- Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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