Manager, Desktop Support

At Regional Transportation District (RTD), We make lives better through connections!

When you join RTD, you will be among dedicated employees exhibiting RTD's values of passion, respect, diversity, trustworthiness, collaboration, and ownership. RTD is committed to an inclusive and diverse workplace. As part of our diversity value statement, we encourage our employees to honor diversity in thought, people, and experience. Come join RTD on this great journey to be the trusted leader in mobility, delivering excellence and value to our customers and community.

(RTD Represented

Employee Benefits:

Please refer to the Labor Agreement included in the above link for details.)

This position is responsible for managing and participating in the work of a team that plans, installs, configures, and supports desktop, laptop, mobile, and peripheral devices. This position is also responsible for resource coordination and asset management.

DUTIES & RESPONSIBILITIES:

Desktop Support Technical Leadership:

• Leads and participates in the work of a team responsible for installing, configuring, maintaining, and supporting desktop, laptop, mobile, and peripheral devices, including coordinating timely and cost-effective maintenance and repair activities.
• Develops and maintains standard endpoint device configurations and operating system images, supports peripheral devices, and evaluates hardware and software solutions to support business and operational needs.
• Provides advanced troubleshooting and technical support for endpoint hardware, software, mobile devices, peripherals, and related technologies, and prepares and/or maintains incident documentation.
• Assists with budget development, expenditure tracking, procurement activities, and evaluation of technology products and services.
• Oversees endpoint asset lifecycle activities including deployment, inventory management, replacement planning, surplus disposition, and equipment tracking.
• Monitors team workload, service quality, and support activities to ensure effective and timely resolution of end-user technology issues, and provides endpoint and deskside support services across multiple locations and facilities.
• Collaborates with IT Service Management, vendors, and internal stakeholders to support endpoint services, technology deployments, equipment maintenance, and incident, request, change, and problem management processes while providing high-quality customer service and technical support to end users.

People Power Management

• Maintains appropriate staffing levels and reviews progress to ensure the quality and quantity of work meet standards and deadlines for deliverables to meet program goals and objectives.
• Recruits staff to include interviewing, hiring, assigning work, training, coaching, and counseling to ensure consistent application of Employee Guidelines, processes, and procedures.
• Conducts performance reviews and holds employees accountable for optimal performance of their responsibilities.
• Fosters a safety-first culture, prioritizing prevention, accountability, and continuous improvement.
• Takes action to advance the goals of Equal Employment Opportunity, Small/ Disadvantaged Business Enterprise, Title VI and ADA Plans, thereby ensuring RTD's hiring programs, work environment, contracting and procurement practices, and transit services/programs are fair, equal, and non-discriminatory.

OTHER:

All job-related duties as assigned.

QUALIFICATIONS:

Required Qualifications:

• Five (5) years of experience supporting endpoint hardware, software, mobile devices, peripheral technologies, and related end-user computing systems in an enterprise environment.
• Three (3) years of supervisory experience.
• Proficient with Microsoft Office Suite, Microsoft Windows operating systems, and related endpoint support technologies.
• Ability to work flexible schedules and provide after-hours support as operationally required.

Preferred Qualifications:

• Bachelor’s degree in Computer Sciences/Information Technologies, or Mathematics, or an equivalent combination of education and relevant work experience.
• Experience with ITIL practices, IT service management principles, and continuous improvement methodologies.
• Lean IT…