Provides influential leadership and coaching to the Desktop Support team and third party vendors, including talent management/improvement, training, providing feedback on metric-based success, and overall planning & direction of the team with a goal to create efficient and timely support for employees. Oversees scheduling to ensure coverage during normal business hours and on-call rotation; acts as an on-call escalation point. Develops and maintains employee onboarding and offboarding policies and procedures and ensures that those policies and procedures are followed
30%
Ensures computer license compliance, asset management, computer lifecycle management, billing, purchase order and vendor management. Maintaining a readily available inventory of physical and virtual desktop machines.
20%
Researches methods to improve operations and reduce costs, participates in budget process. Responsible for ensuring team identifies root cause, fixes, document problems, and implements preventive measures. Effectively escalates to management when necessary.
10%
Works with the leadership team to inform of areas of risk or improvements for recurring problems; suggests & implements policies, processes, and procedures aligned with industry best practices & SLAs; centralizes documentation as a resource for team. Creates and maintains training materials and other documentation pertaining to company computer usage and policies. Creates and presents regular reports to senior management
10%
Takes ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews. Serves as liaison with internal departments, vendors, and other third-party providers.
10%
Resolves issues other tiers of support have escalated/transferred. Ensures that service delivery is monitored effectively and identifies actions to maintain and improve levels of service are implemented.
10%
Stays knowledgeable of emerging trends and industry practices. Ensures compliance with IT standards and guidelines
10%