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Top 50 Desktop Support Manager Skills

Below we've compiled a list of the most important skills for a Desktop Support Manager. We ranked the top skills based on the percentage of Desktop Support Manager resumes they appeared on. For example, 11.8% of Desktop Support Manager resumes contained Computer Hardware as a skill. Let's find out what skills a Desktop Support Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Desktop Support Manager

1. Computer Hardware
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high Demand
Here's how Computer Hardware is used in Desktop Support Manager jobs:
  • Led installation of computer hardware, software, and storage as well as maintained the system.
  • Processed replacement and repair of parts for all computer hardware.
  • Assist in budget preparation and on-going management of budget for computer hardware, printers, peripherals and mobile devices.

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149 Computer Hardware Jobs

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2. PC
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high Demand
Here's how PC is used in Desktop Support Manager jobs:
  • Initiated a Forensics Investigations process for PC & network-related incidents.
  • Provided technical and desktop support to corporate employees and 680+ patient care center sites (PCC) throughout the US.
  • Manage all hardware disposals in the US, including PCs, Printers, Servers and all Data Center equipment.
  • Saved the company over $500,000 by converting from physical servers to virtual servers for new and upcoming projects.
  • Implemented various IT projects including Printer & PC Refresh, Client applications installation, branch remodel & openings.
  • Reduced PC image deployment time by 60% by leading a team of Windows Engineers analyzing the process.
  • Inventoried all PC and related assets saving the company time and money during the 1999-2000 computer upgrade project.
  • Manage customer issues relating to all areas of PC support for over 350 computers on 5 floors.
  • Install, configure and troubleshoot PCs and Macs, mobile computing devices peripherals, and software.
  • Performed PC, printer and blackberry troubleshooting, installations, upgrades, configurations, and deployments.
  • Created and enforced security standards in order to maintain PCI certification through the Service Desk.
  • Maintained ghost server for new PC imaging new PC's and user data back up.
  • Saved $45k annually by automating the Terminated Employee PC backup process.
  • Exceeded compliance benchmarks in accordance with established PCI processor policies and procedures.
  • Provided Mac and PC tech support for office and remote users.
  • Provided disconnect and reconnect assistance for PC and peripheral moves.
  • Project manager for the company PC Refresh/Replacement.
  • Oversee such areas as LAN/WAN, File and Print Services, Voice, and desktop PC support areas.
  • Upgraded 100% of company's PCs.
  • Managed IT portion of a department move to other locations; configuration of PCs, router and hubs.

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766 PC Jobs

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3. Customer Service
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high Demand
Here's how Customer Service is used in Desktop Support Manager jobs:
  • Coordinated and presented mandatory employee training for various IBM guidelines and customer service requirements
  • Improved quality of service delivery and provided value added customer services.
  • Recognized for providing stellar customer service with multiple stellar performance awards
  • Provide continuous customer service with high levels of customer satisfaction.
  • Trained, mentored and managing a team of 5 Senior Desktop Support personnel's for the user support and customer service.
  • Provided regional and global outstanding customer service and all level of technical support to the President and executives of the firm.
  • Established and manage all facets of business, encompassing marketing, business development, operations, and customer service.
  • Provided prompt and consistent customer service as the sole technical support specialist for over 200 employees.
  • Provided fresh, new approaches and ideas on how to deliver differentiated customer service.
  • Reorganized customer service and provided $500k organization saving within 10 months.
  • Modified staffing levels to achieve cost reductions while improving customer service levels.
  • Responded to customer service problems such as virus infections or power outages.
  • Managed the Desktop Support group, emphasizing excellence in customer service.
  • Provided Customer service and ticketing systems for users and clients.
  • Created a customer service center for employees.
  • Set timelines and task priorities and ownership while instilling teamwork and improving job skills for increased customer service and satisfaction.
  • Ensured the highest level of support and customer service was provided to all clients for local support and offsite events.
  • Provided excellent customer service support to the user community to ensure all incidents got resolved in a timely manner.
  • Support the needs of our urgent reponse team as well as Customer Service, Operator Services and Sales.
  • Ensured contractual SLAs between Grainger and ValCom were met and exceeded by leading staff to strive for customer service excellence.

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785 Customer Service Jobs

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4. Laptops
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high Demand
Here's how Laptops is used in Desktop Support Manager jobs:
  • Provide oversight and direction for an inventory of 5,000 deployed desktops and laptops, and associated technology refresh projects.
  • Planned and managed the deployment of Windows 2000 to 200+ Finance Manager laptops at annual Sales Conference.
  • Complete RFP/TCO to move from Dell server, laptops and desktops to IBM Servers laptops and desktops.
  • Deployed and rebuilt laptops and PC's; administered user access and added users to Active Directory.
  • Developed laptop images, for use with Toshiba and IBM laptops, utilizing Norton Ghost 6.51.
  • Managed installation, configuration and support of Dell and HP desktops and Dell and IBM laptops.
  • Managed a team of Desktop Support analysts providing second level support for all desktops and laptops.
  • Managed laptop upgrade seminars for 3000+ sales professionals migrating to new P4 laptops.
  • Supported IMB, Dell, HP and Toshiba laptops and desktops.
  • Repaired and troubleshot IBM, Dell, Compaq and Toshiba laptops.
  • Upgrade laptops and desktops to SSD and Windows 10.
  • Support Mac PC's and Laptops.
  • Build and deploy Dell, HP, Lenovo, Fujitsu, Toshiba desktop PC and Laptops, over 700 seats.
  • Conducted interviews with prospective technicians Deployment of servers, user workstations, and laptops on different MS platforms.
  • Support traveling users w/ their laptops, remote desktop, vpn needs and blackberries.
  • Support and Design of all Desktops, Laptops, VDI s iPhones, iPads, and Printer Devices.
  • Manage 3 year technology refresh program covering ~3600 PCs/Laptops/Tablets andmoves/adds/changes with team of 3 technicians.

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269 Laptops Jobs

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5. Remote Access
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high Demand
Here's how Remote Access is used in Desktop Support Manager jobs:
  • Institute cross-departmental technical team to troubleshoot and resolve complex remote access issues for telecommuting employees.
  • Designed and installed a domestic corporate remote access solution.
  • Defined and managed goals / initiatives for Desktop Support Analysts and the direction of the Client Remote Access and Desktop environment.
  • Established remote access connectivity for remote sales peoples.

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35 Remote Access Jobs

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6. Windows XP
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high Demand
Here's how Windows XP is used in Desktop Support Manager jobs:
  • Support end users on multiple platforms including Windows XP, Windows 7, Mac OS X, and Ubuntu Linux.
  • Managed the support of a corporate hardware, operating system and software upgrade from Windows '95 to Windows XP.
  • Install Windows XP, Vista, 7 OS and Office 2003/2007 software critical security patches.
  • Experience with installation and troubleshooting Windows 7, Windows XP and Mac OSX is necessary.
  • Lead the technician migration of Windows XP to Windows 7 with accuracy & accountability.
  • Developed desktop hardening standards and eliminated over 3000 instances of Windows XP.
  • Managed next-day support for Windows XP refresh.
  • Key Accomplishments: Helped upgrade workstations in all departments at all local properties from Windows XP to Windows 7.
  • Assisted Senior Consulting Engineers troubleshoot stalled global Windows XP rollout.

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20 Windows XP Jobs

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7. Active Directory
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high Demand
Here's how Active Directory is used in Desktop Support Manager jobs:
  • Maintained legacy, newly introduced web-based applications, active directory user administration and LAN/WAN issues.
  • Used Active Directory for Security Authentication and Specific Program Installation.
  • Managed Windows 2003 Active Directory server/created and removed accounts.
  • Managed security for Active Directory.
  • Supported a wide variety of hardware platforms and performed general system administration, including managing Active Directory (AD).
  • Assign policies that dictate software, patches, and reboot timers to Active Directory objects using HP OVCM Enterprise Manager.
  • Utilized Active Directory to add, delete, disable, modify, and reset passwords and other user properties.
  • Planned, created and deployed Active Directory Group Policies to control and maintain a constantly changing, complex environment.
  • Provided Trade Floor Desktop Support and Windows Active Directory Administration to the global trader's community of 7000.
  • Image, configure and deploy new/upgrade computers using SCCM, Active Directory uses, created, unlocked accounts.
  • Assisted in the migration of over 3,000 users to new Active Directory environment.
  • Use of Active Directory adding and removing PC, resetting passwords.
  • Managed and maintain Active Directory Users and Computers.
  • Used Active Directory to manage users' account.
  • Managed all employee Active Directory accounts, network shares, login scripts, and home drives.

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387 Active Directory Jobs

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8. Network Printers
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high Demand
Here's how Network Printers is used in Desktop Support Manager jobs:
  • Managed computers, network printers, and mobile device support for local and remote users.
  • Provided support for network printers, desktop printers, and fax machines.
  • Installed network printers and joined machines to the domain.
  • Install and configure Dell, HP, Xerox, Ricoh Network Printers, TCP/IP connections.
  • Installed and troubleshot Lexmark and Hewlett Packard network printers.

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7 Network Printers Jobs

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9. Infrastructure
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high Demand
Here's how Infrastructure is used in Desktop Support Manager jobs:
  • Leaded infrastructure recovery operations required to bring online all designated recovery systems during hurricane Sandy.
  • Analyze current Infrastructure and minimize costs by determining excess overages in purchased or leased equipment.
  • Designed and implemented network infrastructure, systems hardware/software, for the entire corporation.
  • Maintain documentation of network infrastructure devices and configurations.
  • Managed and maintained infrastructure budget.
  • Project managed the launch and support of the PC / server, network infrastructure and operations.
  • Reported and billed all CDOC infrastructure related charges and reconciled IT Asset Management Annual Summary.
  • Saved $25k by creating a Virtual Desktop Infrastructure for 30 physical Help Desk workstations.
  • Coordinated with developers and database administrators to support MS SQL and IIS systems and infrastructure.
  • Research and implement cost saving measures related to support of core infrastructure.
  • Managed infrastructure budget including purchasing, budgeting, and budget reviews.
  • Resolve and reported various desktop / Infrastructure issues to management.
  • Provide daytime infrastructure support in the local Data Center.
  • Manage Legacy's desktop infrastructure and personnel.
  • Maintain the company's network infrastructure.
  • Installed and manage Orion Solarwinds Network Performance Monitor (NPM) to help monitor the network infrastructure.
  • Managed the IT integration with new parent company, including: network infrastructure builds and cabling.
  • Supported network infrastructure split from Cadbury Schweppes to DPSG, including user and mailbox migration.
  • Configure, manage, and utilize Bomgar to support Allen Tate infrastructure.
  • Established a scan schedule to evaluate companywide infrastructure assets using Nessus Vulnerability scanners operated on 2 Linux Red Hat servers.

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801 Infrastructure Jobs

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10. SLA
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high Demand
Here's how SLA is used in Desktop Support Manager jobs:
  • Achieved and maintained >85% overall customer satisfaction for SLA response and resolution each month during management of direct reports.
  • Provide FAA IT Management with weekly and monthly reports of Project Status, SLA accomplishments, customer satisfaction and costs.
  • Analyze Desktop Support Staff Metrics to ensure a timely response within the established Service Level Agreement (SLA).
  • Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
  • Developed long term relationships and list of approved vendors with SLA's to measure performance.
  • Maintained a 95%+ SLA achievement, exceeding the established 90% requirement.
  • Worked under Help Desk support SLA guidelines that are required by Government personnel.
  • Ensured all help desk related issues were resolved efficiently and within the SLA.
  • Created SLA and IT governance documents to be used for contracting purposes.
  • Maintain SLA metrics agreement while providing high deliverance of service.
  • Completed 734 work orders for 2006 within SLA.
  • Reduced overall support issues (SLA) from 40% to nearly 5%.
  • Introduced ticket closure escalation method to meet SLA requirements Led Desktop Support Team in Remedy implementation
  • Analyzed support trends to determine deviations from established SLAs to identify opportunities for potential improvements.
  • Managed budgets and expenditures, software licensing, SLAs, metering and reporting.
  • Prepare weekly reports and compile key metrics to track alignment with SLAs.
  • Monitored the status of SLAs on a daily basis using Remedy.
  • Monitored daily help desk reports to ensure SLA compliance.
  • Mentored and trained 3 new hires on processes, SLAs, and policies of the AT&T contract.
  • anaged technical calls on the Help Desk, ensuring the service team stayed within SLA compliance M requirements.

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42 SLA Jobs

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11. Assets
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high Demand
Here's how Assets is used in Desktop Support Manager jobs:
  • Track fixed assets including acquisition, distribution and retirement of assets.
  • Implemented and deployed security measures to protect corporate assets.
  • Performed new product research and development and oversaw the finance, tracking, and distribution of new technology assets.
  • Plan, direct, and implement staffing resources for quarterly lease returns of all IT related assets.
  • Played key role in design/implementation of Asset Management & Tracking Program for all company IT assets.
  • Managed IT Assets & Procurement functions to ensure effective, efficient use of IT resources.
  • Coordinated acquisition, imaging, deployment, data migration and disposition of IT assets.
  • Tracked all client hardware and software assets for financial and inventory auditing.
  • Played a vital role in transitioning company assets during two separate acquisitions.
  • Track and manage IT assets valued at approximately $10 million dollars.
  • Managed assets inventory and deployed desktop images to end users.
  • Maintained assets and records for hardware in the database.
  • Bay Equity: Desktop Support/ Asset Manager Receive, Ship, And prepare assets for deployment.
  • Manage the transition of desktop and network assets from Symcor to Xerox Services.
  • Preserve assets, information security and control structures Handle annual budgets and ensure cost effectiveness Manage Tier 3 escalations and priority.
  • Directed operations of the IT support team, responsible for deployment, support and retirement of all corporate IT assets.
  • Used Fedex to ship assets to Onboarding employees.

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121 Assets Jobs

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12. Technical Support
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high Demand
Here's how Technical Support is used in Desktop Support Manager jobs:
  • Provided and resolved advanced hardware/software technical support to SHRM end-users.
  • Managed all customer incidents with company call center to resolve and close technical support tickets using HEAT call tracking application.
  • Integrated new acquisitions such as Alternative Investment Services (AIS) into the BNY Mellon technical support model.
  • Managed technical support staff projects relating to desktop upgrades, application deployments and operational changes to the system.
  • Provided technical support to include resolution of network, printer, gateway, scanner, and email issues.
  • Spearheaded support for 600 desktops, providing on-site technical support to various groups across campus.
  • Cross-trained heritage regional support staff on providing technical support under the new BNY Mellon organization.
  • Provided technical support for installation and configuration of Windows NT 3.11 and NT 3.5 servers.
  • Acted as the Lead Technical Support for approximately 200 users both remote & desk-side.
  • Improved technical support customer satisfaction from 75% to 90% in first year.
  • Designed and implemented the new technical support model for Regional Services across the country.
  • Managed a team of seven employees providing second and third level desktop technical support.
  • Provide daily supervision and mentoring for a team of highly technical support specialists.
  • Manage outsourced help desk staff for after-hours and level 1 technical support.
  • Managed a team of 5 technical support personnel in the London office.
  • Provided technical support for 120 end users in a call center environment.
  • Provided On-Call rosters to AFPCA 24/7 Technical Support team.
  • Provided all levels of technical support for daily operations.
  • Provide tier 3 technical support as needed.
  • Provided technical support in conjunction with duties as an Insurance Precertification Specialist.

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2,321 Technical Support Jobs

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13. Helpdesk
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high Demand
Here's how Helpdesk is used in Desktop Support Manager jobs:
  • Recommended and implemented new helpdesk applications including DameWare Utilities and User Manager Pro.
  • Managed large helpdesk/desktop support technical teams for both trading and non-trading operations.
  • Developed the global helpdesk improvement initiatives.
  • Coordinated corporate desktop and helpdesk support.
  • Oversee daily completion of all customer service issues brought to the team from outsourced client customers and helpdesk staff.
  • Managed and worked with multiple vendor teams in providing helpdesk services to all engineering users adopting follow-the-sun approach.
  • Managed helpdesk team responsible for supporting more than 100 employees and 24/7 call center for telecommunications firm.
  • Provided maintenance and support to helpdesk and installation and configuration of system Client Access on PC's.
  • Develop, implement and manage helpdesk, desktop services, programmers, and system administrators.
  • Directed five technicians to provide all IT Helpdesk functions and network support for 1500 employees.
  • Developed internal branding with logo and marketing items to promote the helpdesk.
  • Recruited, hired, trained, developed/mentored, and motivated helpdesk analysts.
  • Managed helpdesk staff and improved first call resolution by 65%.
  • Monitor Helpdesk, pickup and complete open calls.
  • Managed seven outsourced sites and 15 helpdesk analysts.
  • Managed all priority levels of helpdesk.
  • Managed and trained Helpdesk team.
  • Prioritized, assigned and monitored helpdesk requests through custom helpdesk ticket solution.
  • Implemented the HDI training program to raise the level of our helpdesk by every analyst successfully obtaining their HDA Helpdesk certification.
  • Managed IT hardware procurement and tracking Migrated web based Help Desk into using Oracle helpdesk module onsite.

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502 Helpdesk Jobs

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14. Windows New Technologies
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high Demand
15. Setup
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average Demand
Here's how Setup is used in Desktop Support Manager jobs:
  • Managed the equipment life cycle as it relates to desktop operations including setup processes and computer provisioning.
  • Unlock, setup/reset passwords, enable/disabled accounts, and add/remove Security Groups.
  • Managed the setup and deployment of equipment for several new sites.
  • Performed system setups and installation of PCs and servers.
  • Procure, setup and maintain mobile devices.
  • Network printer setup and support.
  • Coordinated and Setup webcast of company-wide meetings.
  • Supervised the setup and configuration of Avaya VoIP telephones for end users.
  • Trade shows setup and support.
  • Install customer setup of the product according to the install plan, certify that the installation/setup meets the customer's requirements.
  • Managed team to setup users on NT and Novell environment on client side.

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224 Setup Jobs

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16. Desktop
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average Demand
Here's how Desktop is used in Desktop Support Manager jobs:
  • Mentor and manage Desktop Support Team by establishing expectations, performing reviews and recommendations for improvement.
  • Managed and prioritized desktop support workload to ensure service-level targets were met.
  • Monitored quality and customer service of desktop technicians.
  • Planned, implemented and supervised upgrade of servers, PCs, routers, firewall and desktop software; ensured Y2K compliant.
  • Develop and document best practices, processes, and procedures related to all aspects of desktop support and desktop management.
  • Recruited, hired, and motivated team of 25 across Help Desk, Desktop Support, and System Administration.
  • Managed the Network Technical and Desktop Support staff; delegated projects to develop staff abilities.
  • Implemented A+ certification skills in Desktop Support and Help Desk roles for end users.
  • Prepare and discuss performance reviews with the desktop team on a quarterly basis.
  • Provided desktop support services via face to face, email and remote sessions.
  • Designed long-term plans for hardware and other desktop support needs.
  • Provide leadership by example and training to Desktop Support Team.
  • Prepare daily tasks and projects for the desktop team.
  • Oversee projects performed by the Desktop Support team.
  • Ensured desktop technicians are compliant with standards.
  • Supervised a staff of 30 desktop technicians.
  • Organize and supervise all desktop projects.
  • Managed all desktop related projects.
  • Contracted through Unisys, Blue Bell, PA Desktop lead supporting DPSG Beverage side and remote users.
  • Provide detailed input for the IT budget as it relates to the desktop department.

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2,073 Desktop Jobs

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17. Group Policies
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average Demand
Here's how Group Policies is used in Desktop Support Manager jobs:
  • Apply Group Policies, Organizational Units, and Sites.
  • Managed (via MSFT group policies) airport and reservation environment to reduce support calls to helpdesk and keep productivity up.
  • Defined and administered network login and Group Policies.
  • Manage Group Policies via Acive Directory.

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89 Group Policies Jobs

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18. VPN
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average Demand
Here's how VPN is used in Desktop Support Manager jobs:
  • Provided telephone technical support, troubleshooting on laptop computers on software, dial-in connections, VPN connections.
  • Administer RSA SecureID Console, configure agents for Cisco VPN, and manage Secure ID tokens issuance.
  • Provided local and remote support to field based users connecting via Cisco VPN.
  • Configured Cisco ASA to use LDAP and AD to authenticate AnyConnect VPN users.
  • Dial up troubleshooting of GE clinical software and Secure Client VPN connections.
  • Assist users with logging onto the VPN Juniper when teleworking.
  • Support, install, and configure VPN Client.
  • Reviewed and processed SLA reports and addressed areas requiring improvements Provided CISCO VPN connection for 1600 virtual and remote employees.
  • Assist user's with VPN connectivity issues Hardware selection, planning, and installation of server equipment.
  • Assisted with configuration and maintenance of hardware-based VPNs for remote users.
  • Configured S2S VPNs to various customers for secured data transmission.
  • Managed VPN soft token rollout.

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98 VPN Jobs

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19. OS
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average Demand
Here's how OS is used in Desktop Support Manager jobs:
  • Provided Tier-2 support across enterprise through remote desktop applications.
  • Work with project teams and vendors implementing to procure the most efficient hardware and software.
  • Lead Desktop Manager for North America to migrate all employees to Microsoft Exchange 2003 environment.
  • Controlled finances, bookkeeping, accounts payable and receivable, billing of clientele and deposits.
  • Build cross functional relationships both among IT teams and across all offices and staff.
  • Worked closely with vendors to order and purchase both software and hardware items.
  • Ensured adequate cross-training was implemented to avoid Single Points of Failure in Operations.
  • Proposed and implemented a hardware solution to reduced spam and viruses in email.
  • Diagnose and resolve systems and application problems pertaining to the NGB Domain.
  • Standardized hardware purchases making support of the hardware easier and less costly.
  • Composed weekly help desk status reports and presented at weekly departmental meetings.
  • Provided ghost imaging using Norton Ghost, and partitioning using partition magic.
  • Explore the suitable ways and adopt positive result oriented strategies.
  • Support 1000+ end-users with computer, across multiple sites.
  • Worked closely with CEO to lower costs and cut redundancies resulting in saving over $50,000 per year.
  • List of most recent projects brought to successful completion: o 2015: EMC VNX /VMware cluster deployment.
  • Saved $40K in training costs by teaching classes in PGP encryption and VMware for 65 Technicians.
  • Partnered with U.K. based parent company's CIO and UEM CEO on cost cutting analysis.
  • Implemented many processes to improve efficiency, most significantly the Altiris System and Group Policy.
  • Assisted users with Microsoft windows millennia, 95, 98, NT, 2000 and XP.

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871 OS Jobs

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20. Lan
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average Demand
Here's how Lan is used in Desktop Support Manager jobs:
  • Developed disaster recovery plans for all supported areas.
  • Manage all Mobile Device purchases, plan changes and cancellations in the US for AT&T and Verizon.
  • Led day-to-day operations, vendor management, policy and process development, IT resource acquisition, and strategic planning.
  • Created/Managed action plans; gathered all updates, assigned tasks, identified all risks/issues during the project period.
  • Perform the planning and analyzing of hardware and software upgrades and testing of systems before implementing into environment.
  • Directed, established, planned, and implemented policies and procedures to support organization's PC support services.
  • Managed the design and implementation of Networks LAN & WAN at all domestic and international sites.
  • Planned and managed how installations, upgrades, and maintenance of software/hardware would be implemented.
  • Project Management for software deployments, schedule planning, testing and full deployment.
  • Advised HR on department talent acquisition, training, and succession planning.
  • Perform installs, upgrade and maintain LAN server hardware and software.
  • Worked on The Hartford Life Technology Team as Senior LAN Engineer.
  • Key participant and contributor in Business Continuance plans, BCP.
  • Planned and managed IT annual operations budget.
  • Supported PCC sites with WAN/LAN connectivity issues.
  • Managed company equipment inventory in LANDesk Management.
  • Led the technical services group charged with developing and integrating operating systems, LANs, and support platforms.
  • Designed and Implemented multi-site office plan, including data center design, power and HVAC requirements.
  • Defined the requirements for memory, SAN storage, vlan, and physical hardware.
  • Pushed software & updates via LANDesk.

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402 Lan Jobs

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21. Mac
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average Demand
Here's how Mac is used in Desktop Support Manager jobs:
  • Managed office technology inventory and MAC process to contribute to over $9 million in hardware savings to Marsh McLennan Companies.
  • Set up equipment such as monitors, printers, speakers, printers, scanners, and fax machines for personal use.
  • Managed a team of Desktop Technicians throughout multiple building locations supporting 1200+ corporate users for a Fortune 500 Bio-Pharmaceutical client.
  • Upgraded all Macs in advertising department and negotiated support contract, eliminating need to hire additional staff specialist.
  • Provided all software and hardware support and troubleshooting for tower, desktop and laptop PCs and Macintosh users.
  • Supervised a dedicated MAC (moves/adds/changes) group that handled relocation activities for non-data center equipment.
  • Managed Desktop Support team troubleshooting in Windows 98, Mac OS 9, NetBSD UNIX environment.
  • Managed a group of 10 desktop technicians responsible for all Windows and Macintosh based systems.
  • Migrated several existing physical servers to virtual machines Upgraded Exchange 2003 to Exchange 2010.
  • Trained approximately 350 Mac users to use Windows in order to meet regulations training.
  • Standardize software for desktops and ghost builds for several machine images.
  • Managed the installation of a backup system for Macs using Retrospect.
  • Managed GPO system wide and on specific end user machines.
  • Exceeded company objectives in working with our leasing of machines.
  • Charged with bringing MACINTOSH OS into Windows Active Directory environment.
  • Utilized PXE and Ghost for imaging process of client machines.
  • Supported 5K associates across the Merrimack, NH campus.
  • Project managed migration of all Graphic Designers to Windows 2000 from Apple Macintosh and Sun Microsystems.
  • Created a consistent uptime for all mission critical MAC productions machines.
  • Machine type 8841 Specializing in OKI printer support and setup /config.

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373 Mac Jobs

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22. Level Agreements
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average Demand
Here's how Level Agreements is used in Desktop Support Manager jobs:
  • Aided technicians with troubleshooting, documented problem resolution, and performed inventory tracking while adhering to policies and service level agreements.
  • Manage customer relations and expectations and exceeding established service level agreements by 12% annually.
  • Managed service delivery metrics and compliance of Service Level Agreements to ensure customer satisfaction.
  • Maintained and exceeded Service Level Agreements; implement necessary enhancements as required.
  • Managed expectations of the company by using ITIL processes to create Service Level Agreements and policies for the Help Desk.
  • Manage Technicians and Senior Technicians, ensuring all are compliant with company policies and procedures and Service Level Agreements.
  • Delivered ITIL Service Level Agreements to a 20,000+ customer base and resolved an average of 2,500 incidents per month.
  • Trained Agents on Service Level Agreements (SLA's), current technology, and telephone etiquette.
  • Worked closely with vendors such as AT&T and Verizon to ensure compliance with service-level agreements.
  • Documented and published Service Level Agreements to improve performance and better serve our customers.
  • Meet or exceed agreed SLA's (Service Level Agreements) with departmental customers.
  • Maintained 100% service agreements Service Level Agreements (SLA) for network support.
  • Created service-level agreements for high and critical incidents as well as standard requests.
  • Compile Service Level Agreements between IT and Business Departments and 3rd party contractors.
  • Developed Service Level Agreements for clients of Desktop & LAN services.
  • Provide guidance and adherence to Service Level Agreements.
  • Developed performance reporting to monitor system performance and service levels to maximize support capabilities and ensure compliance with Service Level Agreements.
  • Established and streamlined policies, procedures and practices to ensure consistent service delivery within departmental Service Level Agreements.
  • Maintain established Services Level Agreements (SLA's) deliverables of a 99.99% uptime environment to support over 10,000 clients.

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255 Level Agreements Jobs

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23. Citrix
demand arrow
average Demand
Here's how Citrix is used in Desktop Support Manager jobs:
  • Provide application support of MS OFFICE, Timberline Accounting software, MS OUTLOOK and CITRIX WINFRAME.
  • Managed applications provided over Terminal Services/Citrix.
  • Managed support of diverse applications including WEB based Citrix based GUI based, MS Office and Outlook.
  • Operate the organization's Citrix MetaFrame systems, networks, and applications.
  • Administer Windows, Citrix, Exchange, and Virus Scan servers.
  • Support A/S 400, UNIX, and Citrix programs that company runs.
  • Provided formal and informal training to network users Built Citrix Server farm for multiple applications and install ICA clients where needed.
  • Support a total of 20 Citrix Servers with four Citrix Servers at our DR location.
  • Implemented Citrix Metaframe, for remote users; rolled out for testing.
  • Support of both Citrix and Vmware.
  • Managed the implementation of companywide Citrix Metaframe upgrade and Windows NT 3.51 to Windows NT 4.0.

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106 Citrix Jobs

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24. Internet
demand arrow
average Demand
Here's how Internet is used in Desktop Support Manager jobs:
  • Support clients ranging from major banks, hedge funds, and financial institutions, hotels, and internet/ dot-com companies.
  • Provided extensive hardware, software, network, internet and application support for office and remote users.
  • Obtained internet service upgrades for client through collaborations with AT&T and Charter Cable.
  • Provide internet security and VPN solutions for remote surveillance systems, security and alarm networks.
  • Created and compressed over 500 multimedia files for streaming over the Internet.
  • Trained Users On Email Clients And Internet.
  • Designed and implemented automated failover to a backup circuit for internet access at the colocation.
  • Consult with senior executives on future technology issues involving connectivity for LANs, WANs, Internet applications, and infrastructure expansion.
  • Install, configure and maintain Internet based applications like Currenex, DTC, Trade Web, Tullet Liberty.
  • Managed multi-tier help desk support functions for FedEx Ship and InterNetShip software products.

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28 Internet Jobs

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25. Troubleshoot
demand arrow
average Demand
Here's how Troubleshoot is used in Desktop Support Manager jobs:
  • Managed five support analysts, performed first-level core troubleshooting on software system problems and delivered accurate technical solutions.
  • Provide hardware troubleshooting and replacement, software troubleshooting, installation, and configuration.
  • Provided troubleshooting and diagnostics for software and hardware including desktop, laptop, WAN, LAN, and remote systems.
  • Provided technical support (desktop, software and network connectivity troubleshooting and training) to 200 users with 600 computers.
  • Monitor, troubleshoot and repair local area network connectivity issues at local and remote 90Th RRC sites.
  • Provide installation, troubleshooting & support for end users (network, hardware and software).
  • Assist end users in establishing connections to the proper printer and troubleshooting end user print-related problems.
  • Performed installations, troubleshooting and resolution of desktop & network related issues through various locations.
  • Utilized expert knowledge of troubleshooting to problem solve many user requests quickly & easily.
  • Performed system health checks and troubleshooting technical issues affecting and Production systems.
  • Collaborate with end users for system changes, problems, and troubleshooting.
  • Managed a team of about 4 IT Technicians with ticketing and troubleshooting.
  • Used Exchange Server 2003 and to troubleshoot and resolve email issues.
  • Provide network administration to include LAN and WAN troubleshooting and resolution.
  • Communicate with end-users, perform troubleshooting, and implement repairs.
  • Evaluated all new equipment, planned, organized and implemented procedures to replace or troubleshoot existing hardware and software.
  • Performed physical troubleshooting in a raised floor environment and remote troubleshooting of Cisco and Nortel networks throughout nine states.
  • Support of SSgA offices in Europe and Asia, supporting and troubleshooting applications which exist across the entire organization.
  • Provided hands-on troubleshooting and support (either onsite or via-remote troubleshooting system (24x7)) when required.
  • Handled configuration, support and troubleshooting of over 1,500 workstations, Blackberry PDAs, and 200+ applications.

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706 Troubleshoot Jobs

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26. Suite
demand arrow
average Demand
Here's how Suite is used in Desktop Support Manager jobs:
  • Assisted users with Outlook, MS Office Suite, and Network related issues.
  • Managed deployment of new Security Suite (Intel Security) replacing Symantec, ForiNet and Check Point FDE.
  • Assisted in migration from a hosted MS Exchange solution to internally hosted Zimbra Collaborative Suite solution.
  • Managed the implementation and transition of the LANDesk Suite of products into the enterprise.
  • Maintened Altiris Client Management Suite Level 1, which included Notification server and Deployment Server.

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230 Suite Jobs

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27. Novell
demand arrow
average Demand
Here's how Novell is used in Desktop Support Manager jobs:
  • Installed Novell version 4.1 server software on file servers for application software installs.
  • Backed up and maintained Windows and Novell servers.
  • Managed backup server on NT and Novell servers.
  • Managed the Novell and NT servers.
  • Managed and supported organizational network operations and standards in a mixed Windows/Novell Network environment supporting 1000 Workstations and Staff.
  • Managed software applications using Novell Zenworks.
  • Designed Novell 4.1 server network for multi-site environment.
  • Contracted Support On-Site through Teksystems, Inc.: Acquired by Teksystems when Novellus changed contracting firm for desktop support.

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5 Novell Jobs

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28. User Accounts
demand arrow
average Demand
Here's how User Accounts is used in Desktop Support Manager jobs:
  • Use Active directory to include adding/deleting users, unlocking user accounts, adding users to different groups and shared permissions.
  • Created new user accounts, assigned rights, modified user profiles, and created new user email accounts.
  • Created user accounts and passwords for new users and trained employees on computer operation.
  • Performed routine maintenance on all user accounts, data files, etc.
  • Designed, set, and re-established user accounts with Active Directory 2008.
  • Trained users to administer firewall and manage user accounts.
  • Managed all user accounts for employees via Active Directory.
  • Created and deleted user accounts in Active Directory.
  • Created new user accounts using Active Directory.
  • Created and maintained network user accounts.
  • Administered new user accounts on NT and Novell OS.

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243 User Accounts Jobs

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29. Itil
demand arrow
average Demand
Here's how Itil is used in Desktop Support Manager jobs:
  • Managed an ITIL Based ticketing system, ticket prioritization, assignment, documentation, and resolutions database.
  • Mentored senior staff to enforce ITIL processes and PMI disciplines assuring consistent and quality delivery.
  • Direct responsibility for implementing ITIL policies and procedures on a global basis.
  • Team Development and training, with focus on ITIL customer services practices.
  • Involved with the initial implementation of ITIL standards within the organization.
  • Evaluate software and hardware solutions using ITIL training.
  • Project Manager for the ITIL/ITSM project.
  • Acted as lead proponent and driver of ITIL practice adoption to revolutionize IT service delivery.
  • Worked with ITIL best practices to create incident, problem, and change management.

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186 Itil Jobs

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30. Direct Reports
demand arrow
low Demand
Here's how Direct Reports is used in Desktop Support Manager jobs:
  • Managed five direct reports, structuring their workload and assigning projects based on expertise, capability and personal development goals.
  • Managed team of 45 technicians and engineers via 5 direct reports, and an additional 150 via matrix management.
  • Utilized management experience to help direct reports excel in expanding their knowledge and career growth.
  • Managed staff of 12 including four indirect reports, and coordinated $500K budget.
  • Directed NY and DC Help Desks with three direct and one indirect reports.
  • Managed team of 14 direct reports for local and remote desktop hardware/software support.
  • Managed staff of 30 (6 direct reports) including Help Desk.
  • Provided daily supervision for 12 direct reports.

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32 Direct Reports Jobs

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31. SMS
demand arrow
low Demand
Here's how SMS is used in Desktop Support Manager jobs:
  • Guaranteed up to date security patches and updates by constant monitoring and pushing out via SMS.
  • Implemented and managed FAST & SMS approved management database for 15k+ assets.
  • Established Best Buy's initial Microsoft SMS environment.
  • Provided remote support using LANDesk and SMS Remote Desktop Connection.

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13 SMS Jobs

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32. Lotus Notes
demand arrow
low Demand
Here's how Lotus Notes is used in Desktop Support Manager jobs:
  • Helped troubleshoot and migrate existing tickets and legacy information from Lotus Notes to Service Desk Ticketing System.
  • Monitor and track all IT related assets via Help Desk ticketing system and Lotus Notes.
  • Rolled out Lotus Notes for multiple groups within the organization (800 users).
  • Transitioned MS-Outlook data to Lotus Notes via the Binary Trees' CMT tool.
  • Maintained and monitored all help desk support issues using Lotus Notes.
  • Supported Lotus Notes 6.5 client for internal employee for Principal Residential.
  • Assisted users with Microsoft Office XP and Lotus Notes.
  • Managed cc:Mail to Lotus Notes conversion.
  • Implemented rollout project for Lotus Notes R5 upgrade from version 4.6.

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55 Lotus Notes Jobs

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33. Software Installation
demand arrow
low Demand
Here's how Software Installation is used in Desktop Support Manager jobs:
  • Complete hardware reformatting and troubleshooting, reconditioning and hardware/software installation and upgrade.
  • Ensured proper data migration and software installation and configuration issues.
  • Managed the Desktop Support Team including hardware and software installations, prioritizing support requests and escalation of high priority issues.
  • Administer Blackberry Enterprise Server for new user Activation, Account deletion, Policies assignment, Software Installation and Reporting.
  • Monitor hard drive space, updates, patches, software installations, Active Directory administration/email.
  • Manage all IT repairs, software installations, software UAT and training.

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205 Software Installation Jobs

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34. Service Delivery
demand arrow
low Demand
Here's how Service Delivery is used in Desktop Support Manager jobs:
  • Provide service delivery and assurance of all computer network elements.
  • Initiate, research, develop and implement technological and procedural best practices in the field of Help Desk service delivery.
  • Implemented metrics system, standardized policies and procedures, and new Service Delivery Model.
  • Developed and documented processes and procedures for the Service Delivery team.
  • Negotiated contracts and managed various IT service delivery vendors.

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93 Service Delivery Jobs

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35. Information Technology
demand arrow
low Demand
Here's how Information Technology is used in Desktop Support Manager jobs:
  • Managed and maintained all aspects of information technology and security for 32 facilities.
  • Identified and implemented information technology solutions, which supported 1400 users.
  • Reported to Executive Director of Information Technology Services.
  • Manage information technology and computer systems.
  • Direct report to the Chief Information Officer (CIO), Managing Director of Information Technology.
  • Restructured the Help Desk for the Regional Information Technology Services Center (RITSC).
  • Developed information technology process improvements for new hires, terminations, and changes.
  • Directed a team of Information Technology Engineers as Tier 2 helpdesk support located across the United States.
  • Administered the Information Technology's department's budgets and expenditures in a timely manner.

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759 Information Technology Jobs

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36. Unix
demand arrow
low Demand
Here's how Unix is used in Desktop Support Manager jobs:
  • Provided guidance to UBS UNIX Support for purchase and storage of mission critical UBS AIS database hardware.
  • Perform daily tape backups on HP 3000, 9000, Exchange, File, and UNIX systems.

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223 Unix Jobs

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37. Dhcp
demand arrow
low Demand
Here's how Dhcp is used in Desktop Support Manager jobs:
  • Configure clients for DHCP as well as static IP addresses.
  • Oversee the support of DHCP and Group Policy.

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71 Dhcp Jobs

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38. DNS
demand arrow
low Demand
Here's how DNS is used in Desktop Support Manager jobs:
  • Contract Completed * Monitored and resolved Managed Internal DNS and Customer Support issues.

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941 DNS Jobs

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39. Voip
demand arrow
low Demand
Here's how Voip is used in Desktop Support Manager jobs:
  • Provided computer help desk support via face-to-face interaction, instant message, and over VoIP system to end users.
  • Administer firm's VOIP based Cisco PBX and Unity Messaging Voicemail systems.

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62 Voip Jobs

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40. Linux
demand arrow
low Demand
Here's how Linux is used in Desktop Support Manager jobs:
  • Maintained Windows, Linux RedHat and FreeBSD application, print, storage and database servers.

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297 Linux Jobs

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41. Vmware
demand arrow
low Demand
Here's how Vmware is used in Desktop Support Manager jobs:
  • Researched and implemented new technology or upgrades such as Systems Center Configuration Manager and VMware Horizon.
  • Implemented VmWare VDI to 100 users with 40 located in Puerto Rico, saving approximately $70K in hardware costs.
  • Engaged vendors such as CDW, HP and VMware to test and obtain new hardware and software technology.
  • Planned and coordinated server consolidation utilizing VMware- ESX server, Virtual Center, Converter and VI clients.
  • Managed the creation and deployment of 1800 Virtual Workstations in a VMware VDI Environment.
  • Created training manuals and interactive PGP encryption and VMware classes.
  • Converted 500 employees to VMWare Virtual Desktop/Thin client technology.
  • Support virtual environment running on VMware 5.5.

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174 Vmware Jobs

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42. Sharepoint
demand arrow
low Demand
Here's how Sharepoint is used in Desktop Support Manager jobs:
  • Created collaborative based metrics system using Enterprise SharePoint to incorporate real time reports from CA IT Service Desk software.
  • Created and maintained a knowledge database for all technicians to use using Microsoft SharePoint.
  • Maintained a SharePoint 3.0 site, responsible for giving security rights to users.
  • Created a SharePoint site to track IT tickets and issues.
  • Created Desktop Support Knowledge Base via Microsoft SharePoint.
  • Initiated and facilitated customer meetings that successfully introduced Sharepoint portal technology and its acceptance throughout the enterprise.
  • Created SharePoint/Neo sites which served as clearinghouse of support information for all North America technicians.
  • Implemented central knowledge base (Sharepoint) for support personnel to get information from.

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32 Sharepoint Jobs

No jobs at selected location

43. Tcp/Ip
demand arrow
low Demand
Here's how Tcp/Ip is used in Desktop Support Manager jobs:
  • Performed Network troubleshooting such as TCP/IP, DHCP, DNS, WINS and FTP.
  • Provided strong knowledge of DSL, FTP, and TCP/IP.
  • Configured and supported TCP/IP in a Windows NT/2000/XP and UNIX environment.
  • Migrated printing environment from Novell print queue to TCP/IP print queue.
  • Design and implementation of an enterprise network employing AppleTalk, DECnet, Novell and TCP/IP.

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44. Problem Resolution
demand arrow
low Demand
Here's how Problem Resolution is used in Desktop Support Manager jobs:
  • Managed continuous improvements in service delivery to facilitate higher customer satisfaction and faster problem resolution.
  • Handled Tier 2 and Tier 3 problem resolutions.
  • Provided desktop hardware, software support, and problem resolution for client workstations within Qwest.

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90 Problem Resolution Jobs

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45. Business Units
demand arrow
low Demand
Here's how Business Units is used in Desktop Support Manager jobs:
  • Represented and oversaw the Change Management process for related business units.
  • Led teams annually that coordinated disaster recovery (DR/BCP) exercises for the site and business units.
  • Collaborated with R&D business units on usability and problems to help develop quality products.
  • Managed 8 regional technicians to provide systems and applications support to all 39 business units.
  • Work on multiple projects and initiatives for CIS service group and other business units.
  • Gathered specifications from various business units in order to create a base template.
  • Evaluated IT hardware spending throughout business units.
  • Led the deskside support function for four of the five business units with presence in the Phoenix area.
  • Worked with auditors and various business units each year proving SOX compliancy.
  • Created and audited monthly IT charge back reports for assigned business units.

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51 Business Units Jobs

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46. Sccm
demand arrow
low Demand
Here's how Sccm is used in Desktop Support Manager jobs:
  • Packaged software and made it available in our Application Catalog in SCCM for users to self-install or seek approval to self-install.
  • Implemented a 5-phase monthly patch deployment via Microsoft System Center Configuration Manager (SCCM).
  • Managed the roll-out of software updates and OS patches via SCCM.
  • Monitored system health of anti-virus software via SCCM.
  • Designed SCCM and SCO for Server Patching.
  • Utilized SCCM to report current hardware configuration.

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162 Sccm Jobs

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47. Verizon
demand arrow
low Demand
Here's how Verizon is used in Desktop Support Manager jobs:
  • Migrated 300 mobile devices from Verizon to AT&T in multiple locations in less than 3 weeks.
  • Managed enterprise replacement of all cell phones and wireless devices from Verizon to Sprint.
  • Managed our company cell phone accounts with Verizon.
  • Supported a Verizon Wireless account with more than 150 devices which included BlackBerry's and Smartphones.
  • Managed and supported Corporate users mobile devices thru Verizon/AT&T portals.

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5 Verizon Jobs

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48. Staff Members
demand arrow
low Demand
Here's how Staff Members is used in Desktop Support Manager jobs:
  • Collaborate with network services, telecommunications and staff members to make recommendations of improving new functionality of goals and performance.
  • Increased organizational skills for some staff members by 75% with mentoring and training of the software tools available to them.
  • Monitor the performance of technical staff members, mentors new system support staff, and provides technical and supervisory direction.
  • Ensured staff members were properly educated on all facets and phases of training programs, policies and procedures.
  • Provided management support to the Desktop Support Group, which included approximately 30 staff members.
  • Mentor and coach project teams and junior staff members.
  • Provided mid-year and end-year review to staff members.
  • Ensured staff members took available trainings focusing on customer service satisfaction and on enhancing their technical knowledge.

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29 Staff Members Jobs

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49. Performance Reviews
demand arrow
low Demand
Here's how Performance Reviews is used in Desktop Support Manager jobs:
  • Ensured project delivery by facilitating departmental client relations and handling staffing issues such as hiring, terminations, and performance reviews.
  • Manage the desktop support team members including goal setting, performance reviews, promotions, hiring and disciplinary actions.
  • Managed employees through mentoring; and provided on-demand and annual performance reviews.

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3 Performance Reviews Jobs

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50. Symantec
demand arrow
low Demand
Here's how Symantec is used in Desktop Support Manager jobs:
  • Developed standard and customized corporate software images using Symantec Ghost for Dell desktops and laptops (Windows 98/NT/2000/XP).
  • Created images using Symantec Ghost for standardizing company-wide desktops as well as vanilla images for Quality Assurance testing.
  • Imaged desktop and laptop computers for deployment using a combination of Symantec Ghost and proprietary software.
  • Created images for HP desktop and notebook computers using Symantec Ghost v.11.
  • Reduced new PC/laptop deployment time by 50% using Symantec Ghost.
  • Image creation/deployment using SCCM and Symantec GhostCast.
  • Performed PC imaging using Symantec Ghost.

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96 Symantec Jobs

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Desktop Support Manager Jobs

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20 Most Common Skills For A Desktop Support Manager

Computer Hardware

15.8%

PC

8.6%

Customer Service

8.5%

Laptops

6.6%

Remote Access

6.5%

Windows XP

5.9%

Active Directory

5.2%

Network Printers

4.7%

Infrastructure

4.4%

SLA

4.4%

Assets

4.3%

Technical Support

4.1%

Helpdesk

3.8%

Windows New Technologies

3.4%

Setup

2.6%

Desktop

2.5%

Group Policies

2.4%

VPN

2.3%

OS

2.1%

Lan

2.0%
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Typical Skill-Sets Required For A Desktop Support Manager

Rank Skill
1 Computer Hardware 11.8%
2 PC 6.4%
3 Customer Service 6.3%
4 Laptops 5.0%
5 Remote Access 4.8%
6 Windows XP 4.4%
7 Active Directory 3.9%
8 Network Printers 3.5%
9 Infrastructure 3.3%
10 SLA 3.3%
11 Assets 3.2%
12 Technical Support 3.0%
13 Helpdesk 2.8%
14 Windows New Technologies 2.5%
15 Setup 1.9%
16 Desktop 1.9%
17 Group Policies 1.8%
18 VPN 1.7%
19 OS 1.6%
20 Lan 1.5%
21 Mac 1.5%
22 Level Agreements 1.4%
23 Citrix 1.4%
24 Internet 1.2%
25 Troubleshoot 1.2%
26 Suite 1.0%
27 Novell 1.0%
28 User Accounts 1.0%
29 Itil 1.0%
30 Direct Reports 0.9%
31 SMS 0.9%
32 Lotus Notes 0.8%
33 Software Installation 0.8%
34 Service Delivery 0.8%
35 Information Technology 0.8%
36 Unix 0.8%
37 Dhcp 0.8%
38 DNS 0.8%
39 Voip 0.7%
40 Linux 0.7%
41 Vmware 0.7%
42 Sharepoint 0.6%
43 Tcp/Ip 0.6%
44 Problem Resolution 0.6%
45 Business Units 0.6%
46 Sccm 0.6%
47 Verizon 0.6%
48 Staff Members 0.6%
49 Performance Reviews 0.6%
50 Symantec 0.5%
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17,999 Desktop Support Manager Jobs

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