Desktop Services and Support Manager Job in Nashville, Tennessee US
RESOURCETEK provides technical staff augmentation support services in the areas of Engineering, Design, Maintenance, Construction and Information Technology to our partner clients in industry and government. We offer a complete range of technical staffing services from contract staff augmentation to recruitment of full time employees. This opportunity to support is important.
Our mission is to identify and fulfill the existing and emerging human resource needs of our clients by providing the finest quality service available in the technical staffing industry, at the best value consistent with the ideology of our organization and expectations of our partner clients.
Desktop Services and Support Manager
ResourceTek specializes in the recruitment, placement and workforce administration of highly skilled talent in all areas of Engineering, Information Technology and other Technical disciplines.
Our client located in Nashville, TN is currently searching for candidates for a Desktop Services and Support Manager opportunity. This is a 6+ month contract opportunity with the possibility of direct hire for the right individual.
Scope of Work: This management position within the Information Technology Services (ITS) Department ensures that all phases of desktop customer support, including Service Desk and Desktop Support Services are properly coordinated for the company. Typical duties include:
- Direct and provide leadership to a team of Desktop Support, Desktop Deployment and Service Desk managers. These managers directly lead staffs of technicians that support the companies customers on a 24x7 basis. This includes managing all activities of the team with responsibility for results in terms of Service Level attainment, performance standards, customer satisfaction, employee knowledge and retention, cost minimization, and process improvement.
- Provide oversight and direction for an inventory of 10,000 deployed desktops and laptops, and associated technology refresh projects.
- Provide resources for, and assist in direction of the rollout of Windows 7 across company agencies.
- Collaborate as part of a leadership team to develop plans and drive key business strategies to streamline processes, improve customer service delivery, and meet financial goals.
- Coordinates and communicates with other managers within ITS to leverage resources and discuss solutions to matters of significance.
- Provide direction and management for identifying and addressing gaps in service policy, practices, and procedures and the documentation of same.
- Establish a working relationship with key business stakeholders to assist in fulfilling requests and monitoring performance against customer expectations.
Required Knowledge/Skills/Abilities:
- 10+ years experiences managing IT service delivery and support technicians.
- Current experience in management, support, and deployment of systems including Microsoft operating systems, and related technologies,
- Knowledge of deployment and support of personal computers and general networking aspects.
- Knowledge of Service/Help Desk processes.
- Knowledge of Microsoft Windows XP/7 and Microsoft Office Suite 2007/2010.
- Knowledge and understanding of the enterprise interrelation of IT components.
Preferred Knowledge/Skills/Abilities:
- Knowledge of Microsoft SCCM
- Knowledge of best practices and industry standards around IT Service Management.
- Industry Certification such as A+, MCDST, or MCITP
- ITIL or ISO/IEC 20000 certification
Candidate must be able to pass a Criminal Record Background Check and Drug Screen.