Manager II, Desktop Support

Overview

The Manager II provides leadership to leaders and/or professionals and is accountable for the performance and results of multiple related teams. Decisions are guided by division objectives. The Leadership impacts the business results of a division by setting priorities, allocating resources, and developing policies and plans. Leads the activities of the employee help desk / IT support staff. Ensures all aspects of the IT support function are focused on providing superior, user-friendly, and expert service to employees.

Responsibilities

• Provides technical support by responding to, researching, diagnosing, and resolving problems via phone/chat/email to employees in areas of computers/servers/mainframe applications, data/voice network, and corporate systems
• Typically resolving less complex problems immediately, escalating more complex problems to senior level support
• Maintain problem management database and help desk systems
• Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages
• Plan, direct, and coordinate the internal information technology help desk
• Oversee servicing of a range of equipment from workstations to servers to networks
• Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems
• Maintains a troubleshooting tracking log ensuring timely resolution of problems
• Take full ownership of support procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions

Qualifications

• Significant experience advanced troubleshooting Microsoft Windows 10 and/or Apple Mac operating systems, applications, network connectivity and related configurations
• Significant experience troubleshooting Windows 10 virtual desktops both persistent and non-persistent
• Significant experience exceeding customers support expectations including making adjustments to ensure SLA/SLT are met and handling support escalations
• Significant experience communicating with staff and leaders at all levels
• Significant experience overseeing vulnerability mitigation practice to ensure compliance with related internal and external standards
• Significant experience managing vendor performance as it relates to contractual obligations
• Significant experience presenting complex findings, proposals and solutions to senior department leadership to gain buyin and support
• Significant experience negotiating vendor agreements
• Significant experience managing budgets in excess of $10 million
• Bachelor's Degree in Information Technology, Computer Science or other related field, or the equivalent combination of training, education, and experience

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526

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