Hospital for Special Surgey

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Desktop Support Manager

at Hospital for Special Surgey

Posted: 7/7/2019
Job Reference #: 11062

Job Description

  • LocationUS-NY-New York
    Posted Date5 months ago(2/12/2019 11:28 AM)
    Job ID
    Information Technology - All Openings
    Emp Status
    Regular Full-Time
    Hours per Week
  • Overview

    Manager Desktop Support Services

    Hospital for Special Surgery is seeking a Manager of Desktop Support Services to lead our team of desktop support technicians and support coordinators to provide excellent desktop support services to our enterprise.

    Success in the position will require exceptional communication skills, an excellent technical background and sound troubleshooting abilities. Additionally, the Desktop Support Manager will work closely with IT teams to implement initiatives across the organization.

    Duties and Responsibilities:

    • Lead a team of technicians and support coordinators; oversee the day to day operations of the Desktop Support team, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development
    • Manage and perform supervisory duties on a daily basis for the Desktop Support Team and ensuring procedures and processes are adhered to
    • Manage all end user incident and request tickets through the IT service management tool
    • Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI’s and trends to IT leadership
    • Act as an escalation point for end user requests and incidents
    • Develop and oversee IT help desk knowledge base and IT policies and procedures documentation for Desktop Support items
    • Manage and maintain processes for IT inventory, purchasing, procurement and deployment
    • Schedule help desk and desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
    • Improve user awareness of IT services, by coordinating all training, documentation, and communication initiatives
    • Manage relationships with 3rd party vendors
    • Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service
    • Periodic travel between HSS sites, and after-hours support will be required

    Successful Candidate should have:

    • Strong communication skills with the ability to deal with stakeholders at all levels
    • Collaborative approach and strong relationship building skills
    • Ability to think strategically and deal effectively with competing priorities and demands
    • Strong problem solving and analytical skills
    • Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
    • Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
    • Proven ability to prioritize and re-prioritize work due to changing business/client requirements


    • Bachelor’s degree in Information Systems/IT related discipline required, Masters degree preferred
    • ITIL Foundation certification prefered

    Practical Experience

    • 5+ years’ experience leading a Desktop Support or Service Desk team
    • Experience in developing and implementing ITSM/ITIL processes, metrics and documentation
    • IT Service Management tooling experience
    • Advanced technical support experience with the following technologies:
      • Active Directory administration
      • Microsoft Windows OS’s and Office applications (O365)
      • Apple Hardware and MacOS
      • OS and application deployment tools and imaging software
      • Endpoint Management technologies

    Other Requirements