Deskside Support Manager, I

Job Description

Job Summary

The Global Knowledge Information Management, Deskside Support Supervisor is responsible for ensuring the effective and efficient level of IT Support is provided within the desktop support environment for US- based staff pertaining to IT related issues or problems. Other responsibilities include managing schedules & support coverage for the day-to-day operation of the Tier II team as well as maintaining all standard operating procedures and documentation of desktop support (within Knowledge Base). This role requires a strong commitment to the oversight of a small desktop support team as well as completion of assigned projects. Excellent interpersonal skills, verbal/written communication skills & the ability to manage multiple competing priorities while balancing team workload are required.

Responsibilities

• Lead a team of technicians and support coordinators; oversee the day to day operations of the Desktop Support team, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development
• Manage and perform supervisory duties daily for the Desktop Support Team and ensure procedures and processes are adhered to
• Manage all end user incident and request tickets through the IT service management tool
• Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI’s and trends to IT leadership
• Manage and mentor a team of desktop support technicians and serve as the lead and escalation point for all aspects of desktop support.
• Drive the effort to continuously provide best-in-class support
• Ensure the Tier II team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
• Provide direct technical support including troubleshooting software, repair/replacement of desktop PC hardware, laptops, printers, scanners, PDA’s and related devices
• Act as an escalation point for end user requests and incidents
• Manage HQ Tier II ticket volumes and identify trends or irregular tickets logged that could relate to potential issues and escalate to GKIM Leadership.
• Provide oversight and advanced support of tickets escalated from the Service Desk regarding issues and requests including, but not limited to
  • SaaS Applications
  • PC and peripheral hardware (printers, monitors, keyboards)
  • Tablets and other mobile devices
  • Network (WAN, LAN and wireless) troubleshooting
  • Microsoft Windows OS’s and Office applications (O365)
  • Apple Hardware and MacOS
  • OS and application deployment tools and imaging software
  • Endpoint Management technologies
• Performs complex tasks requiring consideration of multiple variables to determine course of action
• Manage and maintain all AV hardware and software platforms used at CRS HQ location as well as ensure Tier II expertise in providing technical support for audio, web & video conferences
• Manage assigned projects from start to finish utilizing best practices for tracking and reporting
• Assist with supporting software inventories, license compliance, system access, security, and anti-virus/malware-software.
• Ensure compliance with quality and service delivery metrics for all assigned services & resources are deployed to meet service level agreements.
• Ensure a high degree of customer service and adhere to all service management principles by monitoring ticket and reviewing end-user feedback
• Assist with research, evaluation, testing, configuration, maintenance, and support of products and services for the current and future desktop hardware and software environment

QUALIFICATIONS

Basic Qualifications

• ITIL certification
• Bachelor’s degree in computer science or related field and/or equivalent combination of education and experience
• A + Certification
• Microsoft Certifications – Desktop Support
• IT Service Management tooling experience
• 10+ years’ experience with enterprise desktop support
• 3+ years’ leadership experience in an IT environment

Requirements:

• Excellent interpersonal communication skills and a high degree of customer service aptitude
• Ability to think strategically and deal effectively with competing priorities and demands
• Strong problem solving and analytical skills
• Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
• Leadership capabilities, with ability to lead, train, develop, and motivate a team
• Proven ability to prioritize and re-prioritize work due to changing business/client requirements

Supervisory Responsibilities:

Small team of Tier II Deskside Support Technicians

Key Working Relationships:

External: Vendors & Partners

Internal: Interface with technical staff, system engineers, service delivery managers, CRS department staff and ELT.

Additional Requirements:

• May need to lift/move equipment or handle carts of equipment weighing up to 50-100 pounds.
• Ability to make decisions which have significant impact on the department’s credibility, operations, and services.
• Occasional travel, less than 10%, is required.

Language Required:

Must be fluent in written and spoken English.

Disclaimer Clause:

This job description is not an exhaustive list of the skill, effort, duties and responsibilities associated with this position.

Note:

Must be authorized to work in work location country at time of application.

Agency-wide Competencies (for all CRS Staff)

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship

What we offer

CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

Note: All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.

CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

EOE/M/F/D/V - CRS is an Equal Opportunity Employer. (For all US and International positions)

ABOUT US Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding. ABOUT THE TEAM

CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate or global telecommuter, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.

CRS is an Equal Opportunity Employer

About the Organization

About CRS:

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.