Desktop Support Manager

Summary of Purpose

Manages desktop support staff to provide a high degree of customer service, technical expertise, and timeliness in the ongoing support of campus-based technologies. This position is expected to work in a multi-culturally diverse working environment.

Typical Duties

This description is intended to indicate the types of duties and responsibilities requested of the
employee assigned this title. It is not intended to be an exhaustive list of all the duties and
responsibilities that may be required:

1. Manages work of the assigned IT staff in delivering end user support including the
assignment and distribution of duties, performance evaluation, and reviewing requests for
leave time.
2. Acquires, maintains, and expands knowledge of relevant product offerings, current support
policies, and methods of support delivery to provide technically accurate solutions; ensures
security procedures are implemented and enforced.
3. Develops and manages campus-focused annual IT work plan including detailed project
plans.
4. Reviews campus IT trouble tickets and service requests; analyzes, draws conclusions, and
provides recommendations that strive for continuous improvement of customer service.
5. Generates status reports on the state of the Client Technology Service (CTS) operation on
campus, as directed by supervisor.
6. Develops, defines, and communicates user/technical service policies for products/services
supported by OCC.
7. Provides technical consulting and recommendations to management and end-user.
departments in all campus related areas; may also consult on other campuses.
8. Researches new technologies and computing tools with recommendations for applying
them.
9. Participates in development and management of budget items in their areas.
10. Coordinates installation and maintenance of campus-based technologies.
11. Continually seeks feedback from campus community regarding satisfaction with services
provided by department.
12. Serves on appropriate committees; participates in development of campus initiatives.
13. Performs other related duties, as assigned.
14. Ability to work additional hours, as needed.

Knowledge and Skills Required

• Knowledge of personal computers and related hardware and software
• Knowledge of Microsoft operating systems and application software
• Knowledge of LAN and WAN architecture and operations
• Knowledge of GUI applications used in a Windows operating environment
• Knowledge of Virtual Desktop Infrastructure (VDI) environments, preferable the VMware product line
• Familiar with Android and Apple operating systems
• Skilled in analytical problem solving and decision making
• Demonstrated effectiveness in customer service practices
• Demonstrated proficiency in performance management and supervisory relationships
• Able to build constructive and effective relationship at all levels of the organization
• Skilled in planning and project management
• Skilled in budget management
• Skilled in verbal and written communications
• Able to consistently model the highest levels of support orientation and professionalism
• Able to lift up to 50 pounds

Minimum Education and Experience

EDUCATION: Associate’s degree (Information Technologies or related field preferred) with three (3) years of work experience in Information Technologies required. Bachelor’s degree preferred.

EXPERIENCE: At least six (6) years of experience in Information Technologies, including at least three (3) years of experience supporting PCs in a networked environment and at least three (3) years in a supervisory position.