DESKTOP SERVICES MANAGER (Administrative)
POSITION SUMMARY:
If you're ready to make a significant impact and grow your career in the ever-evolving world of IT, we want to hear from you! KENT® Corporation is seeking a Desktop Services Manager to join our team. The Manager of Desktop Services is responsible for the delivery of all modern end user computing devices and experiences and connecting with cloud computing. This includes a focus on providing high value support through a call center and other technologies. This critical role sets the vision and develops the people and technical capabilities to provide reliable and secure IT capabilities to enable all IT users experience leveraging KENT Corporation technologies into the future.
SUPERVISORY RESPONSIBILITIES:
The Manager of Desktop Services will directly supervise and develop the members of the team to provide excellent customer service and support Kent's IT users and their experience leveraging the many and evolving technology systems at Kent Corporation.
PRIMARY DUTIES & RESPONSIBILITIES:
- Sets the mission, vision, and strategy of the User Computing organization to maximize the success of business and IT enterprise initiatives.
- Manage and develop staff within Desktop Services team to increase their capability, knowledge and skills through goal setting and regular performance evaluations.
- Defines, develops, and manages a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.
- Responsible for developing the skills within Desktop Services team to help Kent IT set the roadmap and develop the skills to manage new cloud-based systems and services.
- Builds successful stakeholder relationships with other IT and business key stakeholders by developing a clear understanding of business needs, acting as a trusted advisor, and continually gathering feedback and improving users' experiences.
- Leverage agile methodologies and continuous learning to create a culture of quick and continuous improvements to the processes and services provided to the Kent organization.
- Leverage self-service and automation technologies to remove low value work and provide quicker service to Kent technology users.
- Develops and controls the annual Desktop Services budget to ensure that it's consistent with the overall strategic objectives of IT and the enterprise and is within plan. Creates a culture of continuous cost optimization.
- Keeps track of trends and provides direction on what emerging technologies should be incorporated into user computing products and services to successfully deliver overall IT strategy.
- Oversee the installation, configuration, and maintenance of desktop hardware, software, and peripherals.
- Ensure timely and effective resolution of user issues and requests for Kent technology users at 50+ locations as well as remote workers and international employees.
- Develop and implement desktop policies, procedures, and best practices.
- Monitor and analyze metrics to identify areas for improvement and implement corrective actions.
- Manage the inventory of desktop hardware and software assets.
- Collaborates with peer IT Leaders to ensure knowledge and insight can be freely shared.
EDUCATION:
- A Bachelor's degree in an Information Technology or Business field, OR proven equivalent combination of knowledge and experience.
EXPERIENCE & QUALIFICATIONS:
- 10 (or more) years of relevant experience in IT and business/industry.
- 5 or more years in a management role.
- Demonstrable experience of engaging executives and other stakeholders to support important business decisions.
TRAVEL:
- This job may require up to 5% – 10% travel
