University Healthcare System

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IT Desktop Services Manager

at University Healthcare System

Posted: 4/26/2019
Job Reference #: 8089

Job Description

  • Job ID
    2018-8089
    Category
    Management
    Department
    8250 - Desktop Support
    Shift
    Day Shift
    Pay Grade
    26
    FT/PT/PRN
    Full Time
    Recruiter
    Summer
    Recruiter Email
    summerweinspach@uh.org
    Location
    US-GA-Augusta
  • Responsibilities

    Reporting directly to the Director of Information Technology, the Desktop Support Manager is a technical hands-on leader for delivering desktop services by driving operational excellence. This position is responsible for delivering desktop services by managing, evaluating, and developing the desktop support specialists. This position interfaces with Information Services managers and technical staff and participates in resolving escalations and coordinating the communication of service status related to his/her area of responsibility.

    This person is also responsible for system administration and technical support for the application and hardware installed in support of all University Health Care Systems business units. In addition, is required to identify, rectify and communicate effectively any issues the customer may have regardless of technical nature as it relates to customer satisfaction. This manager establishes processes and procedures for providing desktop consultant support during all phases of the acquisition and maintenance of information systems hardware and software. Coordinates with Human Resources for hire and termination activities; assigns personnel to various projects and directs their activities; reviews and evaluates their work and prepares performance reports. Maintains an in-depth knowledge and understanding of all services provided by the team, provides project guidance and direction and regularly coordinates team activities with department directors and executive management. Confers with and advises staff on administrative policies and procedures, technical problems, priorities, development methodologies and project management processes. This individual functions as a senior member and integral part of the division management team in the coordination, implementation and support of all division projects and activities.

    Functions with minimal supervision, utilizes independent and collaborative judgment in decision making, and demonstrates leadership and problem-solving skills. Accountability will be monitored through direct observations, achievement of department service goals, meeting of customer satisfaction goals as well as quality and financial outcomes.

    Qualifications

    Education
    Bachelor's degree from an accredited university or college in Computer/Information Science/Business is required; Associates or Technical degree with comparable skills and four years experience in information systems industry may be substituted for a Bachelor's.

    Licensure/Certification
    One or more of the following certifications are required: A+ Certification, Network +, Original Equipment Manufacturers (OEM) Certifications, Information Technology Infrastructure Library (ITIL)

    One or more of the following certifications are preferred: Internet, Email Applications, CCNA, CCNP, Citrix, Security

    Experience
    At least two (2) years supervisory experience is required. Experience in Desktop Services management required.

    At least 5 years of experience with troubleshooting, diagnosing and repairing computer hardware, printers, configuration, software, operating systems and network connectivity (workstation and server).

    Knowledge, Skills and Abilities
    Working knowledge of the following: Extensive knowledge of enterprise class desktop software such as Windows 7, Mac OS X, Linux Red Hat, antivirus, remote management and troubleshooting, asset management and inventory, printing and call centers Technical computer skills as well as good interpersonal, management, and customer service skills Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management; ITIL Foundation Certificate Experience with Windows active directory, LDAP, and group policies Experience with enterprise deployment systems (SCCM, Symantec Ghost, Altiris, Casper) and enterprise monitoring and reporting systems Experience with Active Directory, MS System Center, or other systems management platforms Knowledge of TCP/IP protocol, routing concepts, and troubleshooting Experience with iOS, Android, and Windows Phone support, and mobile device management solutions Ability to read, analyze, and interpret technical journals

    Basic Knowledge WAN / LAN Topologies Network Design Tools / Resources Desktop Management Network Security

    Performance Skills: Ability to communicate effectively with customers, coworkers, vendors and supervisors. Possess excellent organizational and time management skills Ability to manage service call load to Service Level Agreements (SLA) Possess good listening skills Ability to work and function efficiently either individually or in a team oriented environment Ability to assist in planning and coordinate onsite efforts for projects Ability to work independently with customers Ability to manage multiple projects simultaneously
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