Associate Director, Desktop Field Services

Overview

The Associate Director of IT Field Service’s duties include managing and mentoring IT staff, managing enterprise desktop projects, formulating policy, managing customer expectations, addressing all complaints, developing service level agreements, and ensuring that service levels are met. The incumbent will manage all desktop and field service-related projects, including managing the desktop replacement cycle, securing high-risk hardware (physically and through encryption, according to campus policy), onboarding new customers, and staff training and development.

The incumbent will serve as the primary liaison to the Desktop Engineering team and facilitate software imaging, deployment, and patch management. They will keep abreast of current developments and become an early adopter of innovation to support the customers.

The Associate Director will also work with IT leadership to develop and implement other projects as opportunities arise. They will develop and implement multi-year strategies aligning to organizational goals and industry trends. Facilitate achievement of strategic goals by setting tactical objectives and milestones. The incumbent will also help customers budget for their own hardware and software purchases, particularly where those purchases impact desktop support service level agreements.

The incumbent must successfully develop and manage a dynamic, customer-oriented support team in a fast-paced and heterogeneous environment. This will require superb interpersonal and communication skills, project management capabilities, organizational and operational knowledge, leadership and vision.

This position requires a broad knowledge of field service operations, desktop engineering, and customer-oriented support operations with an in-depth knowledge of service metrics, plus business intelligence, infrastructure, network technologies, and information security and policy. This colleague must be motivated to deliver outstanding support services and to delight customers. Excellent communication and problem-solving skills are required.

Responsibilities

• Manage and mentor IT staff; manage enterprise desktop projects; formulate policy; manage customer expectations; address complaints; develop service level agreements; ensure service levels are met.

• Manage desktop and field service-related projects, including the desktop replacement cycle; secure high-risk hardware (physically and through encryption, per campus policy); onboard new customers; staff training and development.

• Serve as primary liaison to the Desktop Engineering team; facilitate software imaging, deployment, and patch management.

• Develop and implement multi-year strategies aligned to organizational goals and industry trends; set tactical objectives and milestones.

• Assist customers in budgeting for hardware and software purchases affecting desktop support SLAs.

• Lead a dynamic, customer-oriented support team in a fast-paced, heterogeneous environment; demonstrate strong interpersonal, communication, project management, organizational, and leadership skills.

• Apply broad knowledge of field service operations, desktop engineering, service metrics, business intelligence, network technologies, information security, and policy.

Qualifications

• Bachelor's degree in related area and/or equivalent experience/training

• 10 years of experience in Windows and/or Apple operating systems, mobile computing, desktop/mobile hardware, productivity software, and peripherals

• Five years’ experience managing a desktop support organization for a large community of users in a heterogeneous environment

• Proven skill in managing technical staff

• Broad knowledge of endpoint management; understanding of service metrics, business intelligence, network and infrastructure technologies, and information security and policy

• Knowledge and experience implementing ITIL and IT Service Management processes

• Strong ability to communicate technical information to technical and nontechnical personnel

• Experience with desktop imaging, software deployment, patch management, inventory control, and device management

• Experience leading change management…