COUNTY OF BUCKS

JOB TITLE: Desktop Support Manager 

JOB CODE: 0849

DEPARTMENT: Information Technology

UNION: 00

FLSA STATUS: Exempt

GRADE: 99

POSITION SUMMARY:

Ensures the stable operation of all end users' automation experiences with a focus on desktop systems, printers and applications, with corresponding hardware and software by leading desktop and helpdesk support resources. Manages a team that is responsible for installing, configuring, maintaining, supporting and optimizing desktop related systems. Also responsible for diagnosing converged data network connectivity issues in a timely and accurate fashion and providing end-user training where required. Develops support standards, statistics and reports trouble escalations and works with other groups within IT organization to deliver services to the end-users.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Leads a team of helpdesk and desktop support specialists to achieve department SLAs and customer satisfaction.
• Serves as an integral member of the IT leadership team, sharing our common goals to achieve success.
• Administration of all systems and their corresponding or associated software and hardware.
• Strong skills in teaching, providing and developing customer service requirements to meet end-user needs and demands. Assists with development of support standards with all areas within the IT Department.
• Develops weekly and monthly reports that will measure end-user satisfaction, helpdesk call volume and quantify support resources effectiveness.
• Installs, configures and tests all software and any other corresponding equipment used by all end-users that IT supports.
• Identifies and resolves problems affecting systems performance, efficiency and availability in a timely manner.
• Assesses need for any system reconfigurations (minor or significant) and documents all that needs to be accomplished prior to executing them, if required.
• Manages all MACs (Moves Adds & Changes) in addition to validating new or existing end-user accounts, administered permissions, and access rights for end-users.
• Establishes system standards for all user technology platforms.
• Where necessary, provides end-user training and support through verbal and/or written communications. Assists in development and coordination on all projects assigned or participating in.
• Provides on-call technical support. On-call availability -- 24/7/365.

• Performs other duties as assigned.

   

QUALIFICATIONS REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's or master's degree in a field that combines technology and business would be an asset.
• Four (4) years' experience in management of a support/services group in an IT environment or services organization.
• Industry or professional support / network certifications are a plus.
• Proven experience with desktop and network system administration with two (2) to four (4) years' experience.
• Demonstrated technical knowledge of desktop systems, functionality, programs, and platform operating systems, including the most recent PC and server operating systems.
• Extensive application support experience with Microsoft Office Suite.
• Proficient use and administration of an ITSM software platform (ServiceNow, preferred). .
• Hands-on software and hardware troubleshooting experience.
• Experience with database management.
• Knowledge of applicable data privacy practices and laws.  
• Strong interpersonal and oral communication skills.
• Ability to conduct research into software issues and products, as required.
• Ability to present ideas / solutions and d cument them in a professional format and language. 
• Self-motivated leadership style with attention to detail.
• Expert analytical and problem-solving abilities and utilizing remote troubleshooting and assistance systems. Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.

• Experience leading a team-oriented, collaborative environment.