Desktop Support Manager

SWBC is seeking a talented individual that will be responsible for the supervision, technical development and guidance of the Desktop Support team and leads their day to day activities. This role ensures an effective and efficient level of IT Support is provided within the desktop support environment in resolving IT related issues.

You’ll lead a talented team of desktop support professionals, driving impactful solutions that keep our technology running smoothly across the organization. This role offers the opportunity to shape support strategies, collaborate with senior leadership, and implement innovative improvements. If you thrive in a fast‑paced environment and enjoy mentoring others while staying hands‑on with technology, this is the perfect fit for you.

• Manage the staff and activities involved in providing technical support and resolving desktop computing problems, installation, configuration and set up of desktop hardware and software. Oversee work schedules, process time entry reports, resolve personnel related issues and interview and hire for open positions as well as coach, counsel and discipline staff.
• Ensure SLAs are met and new requirements are captured by collaborating with senior executives. Update customers on the status of requests by maintaining communications and/or conducting meetings, and proactively escalating any issues that cannot be resolved within the established time frame.
• Work closely with Asset Management to maintain inventory and provide input on policies and procedures for inventory and distribution.
• Propose, document and implement changes to policies or procedures in line with technological advancement.
• Ensure all assistance requests from customers are handled promptly and effectively, and escalated to the appropriate level.
• Perform quality checks and audits of work carried out by the Desktop Support Team.
• Provide support on new projects or services which support the goal of continuous service improvements by working with Desktop Engineer and Application Support.
• Manage personal and technical development of the Desktop Support Team, including appraisals and training plans.
• Manage and resolve complex break/fix issues and provide hands‑on technical support. Perform skilled repairs and maintenance of computers, peripherals, and technology systems to ensure continuous systems functionality.
• Perform all other duties as assigned.

• Associate’s Degree in Computer Information Systems or related field; an online vocational college technical degree; or equivalent experience.
• Bachelor’s Degree in Computer Information Systems or related field preferred.
• Minimum of three (3) years of enterprise call center, help desk, service desk, and/or desktop support operations experience, including configuring, installing, troubleshooting, and maintaining desktop hardware and software in a large network environment with at least one (1) year of supervisory experience.
• ITIL v3.0 Foundation Certification preferred.
• Strong knowledge of installation, maintenance, performance monitoring/optimization, and software updates for Microsoft Windows Desktops/laptops/tablets, Apple Mac OSX Desktops, Rackspace Co‑Located Servers.
• Strong knowledge of Incident, Change, and Problem Management processes (ITILv
  3.0 foundation).
• Strong knowledge of Public Cloud Servers, VMware virtual desktops, Avaya Telecom System.
• Strong knowledge of enterprise ticketing applications such as Service Now Service Management.
• Thorough understanding of PC hardware components and ITG supported software, including messaging clients, web browsers and Internet, anti‑virus software, office productivity applications, and time entry systems.
• Understanding of LAN, WAN, and wireless networking technologies.
• Strong leadership, interpersonal and team management skills.
• Strong written and oral communication skills.
• Strong organizational and time management skills.
• Excellent detail oriented and problem analysis skills.
• Proficient in MS Office desktop applications including MS Word, Excel, MS Project, and Outlook.
• Able to accommodate a…