Desktop Infrastructure Manager

Role: Desktop Infrastructure Manager Location: Nashville, TN Job type: Full Time Job Summary: The desktop infrastructure manager is responsible for the end user equipment lifecycle. The manager oversees a team responsible for discovery, planning, and deployment activities for end user equipment on new contract deployments and equipment refresh projects. The manager ensures that the company standards for equipment are implemented, that desktop equipment is consistently configured and replaced within the company’s policy. Requirement:

• 7 years technical support experience.
• Leadership experience in a technical support role.
• Experience in end user support.
• Experience in working with management and/or clients.
• Current knowledge of PC’s, laptops, tablets, smartphones, and associated operating systems.
• Excellent written and verbal communication skills.
• Ability to speak and train comfortably, with technical and non-technical users.
• Proven record of success managing projects to successful completion.
• Strong analytical skills and attention to detail.

Key responsibilities:

• Understand and implement company PC/Laptop/Tablet configuration requirements consistent with company policies and business requirements.
• Perform and oversee discovery activities for end user equipment required for new contracts and equipment refresh projects.
• Plan and manage deployment activities for end user equipment on new contracts and equipment refresh projects.
• Ensure images are properly created, patched, configured and include all required drivers and applications.
• Oversee testing and certification of new images.
• Manage equipment moves and rotations.
• Insure 100% user satisfaction of end users with PC/Laptop/Tablet equipment and peripherals.
• Organize and manage companywide and regional equipment rotations consistent with company policies.
• Manage and oversee compliance with equipment disposal practices.
• Oversee and provide quality assurance for home office and regional office new employee equipment provisioning.
• Work with desktop equipment vendors in the maintenance and repair of equipment.
• Manage company end user IT assets. Ensure all equipment is properly tagged, always inventoried and accounted for.
• Oversee end user equipment theft detention programs. Work with security team on the recovery of stolen or missing assets.
• Oversee configuration management activities related to end user equipment.
• Oversee security management activities related to end user equipment.
• Analyzes help desk logs and identify troubleshooting patterns and / or persistent issues. Recommend training and creative improvements to reduce help desk calls
• Contributes to the department knowledge base of common procedures and problem resolutions to enable the Helpdesk Staff to be as timely, efficient, and effective as possible.
• Contributes to the department knowledge base and end user procedures intended for Wellpath end users.
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Develop and demonstrate an understanding of customer and business needs.
• Respond to clients within timeframes dictated by the severity of the problem.
• Maintain effective communication with facility and administrative and managerial personnel.
• Prepare the Helpdesk Staff and other support staff for new product/service releases.
• Must be able to obtain and maintain security clearance.
• Must be able to apply principles of critical thinking to a variety of practical and emergent situations and accurately follow standardized procedures that may call for deviations.
• Must be able to apply sound judgment beyond a specific set of instructions and apply knowledge to different factual situations.
• Must always be alert; pay close attention to details.
• Must be able to work under stress on a regular or continuous basis.
• Demonstrate esprit de corps in all areas.
• Perform other duties as assigned.
• EOE Minorities/Females/Disabled/Vets.

The salary range for this position is $80,000 to $100,000. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant s experience, knowledge, skills, and abilities; geographic location; and internal equity.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $80,000 - $100,000