Desktop Support Manager Resume Samples

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M Tromp

Modesto

Tromp

76078 Sonia Dam

Chicago

+1 (555) 309 5321

76078 Sonia Dam

Chicago

Phone

p +1 (555) 309 5321

Experience Experience

San Francisco, CA

Desktop Support Manager

San Francisco, CA

O'Reilly, Schuppe and Hermiston

San Francisco, CA

Desktop Support Manager

Desktop Support Managers assist with and/or manage and administer departmental and project budgets and forecasts
Oversees team key performance indicators and service delivery standards while continually working towards team and individual improvement
Perform standard employee performance, mentoring, training, coaching & management processes
Manages a team(s) that provides support for employees with hardware, software and network issues
Develop work breakdown structure for projects
Desktop Support Managers manage the coordination and prioritization of high-level and/or complex projects within any related Desktop Support departments
Manages staff to ensure all duties are performed efficiently and within guidelines

Detroit, MI

Remote Desktop Support Manager

Detroit, MI

Mohr-Bayer

Detroit, MI

Remote Desktop Support Manager

Establishing and managing project timelines
Establishing and managing project timelines and communication channels
Working knowledge of ticketing systems, KPIs and metric analysis
Influencing teams outside of the organization to deliver against agreed upon scope of work and completion dates
Maintain contact with partner resolver teams to drive efficiency and escalation management
Relationship management
Meeting management

present

Chicago, IL

Help Desk & Desktop Support Manager

Chicago, IL

Miller Inc

present

Chicago, IL

Help Desk & Desktop Support Manager

present

Create, document, and update processes to resolve issues and improve processes
Provide guidance and oversight of staff and reporting on SLAs and other analytics to management
Prioritize daily activities of the team and QC work on critical and high priority
Manage the help desk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices
Manage SCCM deployment of key software updates for all MGM computers
Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
Assign technicians to various operations and direct their activities related to help desk tickets

Education Education

Bachelor’s Degree in Computer Science

The Ohio State University

Bachelor’s Degree in Computer Science

Skills Skills

Polished and have excellent customer engagement/relationship skills
Some knowledge with Mac environment
Comfortable with windows environment
Ability to travel (US, Mexico, Europe)
Deep knowledge of desktop hardware platforms, Windows operating systems (7, 8, 8.1, 10 and conversions) & Microsoft SCCM
Excellent communication, customer service, organizational, project and personnel management skills
Proven ability to mentor and grow the skill set of team members
Proficiency in project management
Proficiency at multitasking in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike
Proficiency in developing partnership-oriented relationships with internal and external business executives and functional leaders

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10 Desktop Support Manager resume templates

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Desktop Support Manager Resume Examples & Samples

Determines workload, delegate assignments, works with Director, Client Services to promote career development, and evaluate performance, skill growth, competency growth, and assists with performance goals
Work with Director, Client Services and Support to manage off hour support and projects (i.e. moves, projects, emergencies, etc.)
Manage the call volume for the Client Services and Support team to ensure that the trouble tickets are being resolved on a timely basis
Perform breakfix/end-user desktop support to users in multiple locations and provide second level support to the divisional community for software, hardware, and various infrastructure related issues
Manage employee Timesheets and time management/projects in Clarity
Minimum five (5) years/IS&T Desktop and PC Support experience working in large corporate environment
Minimum two (2) years/IS&T manager and supervisor experience working in large corporate environment
Service Now or Ticketing Software
Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry
Excellent communication and leadership skills

IT Desktop Support Manager Resume Examples & Samples

Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
Demonstrable experience and fluent command of the English language
Excellent organizational skills and ability to troubleshoot remotely
4 or more years of experience in an IT support organization
Commanding knowledge and ability to mentor and train others in

Desktop Support Manager Resume Examples & Samples

Operate in a matrix organization
Manage SLA and contractual obligations of client
Oversee large budget
Bachelor’s degree, or technical training, or equivalent combination of education and experience
Excellent communication and presentation required

Desktop Support Manager Kettering, Oh Resume Examples & Samples

Leadership of a team of approximately 30 technicians (desktop support and asset management) in multi-site locations
Customer liaison and point person for escalated situations
Experience in servicing personal computer hardware and software required with a working knowledge of local and wide area networks, communications and host connectivity
Budget management experience required

GTI, Remote Desktop Support Manager, IRC Resume Examples & Samples

Minimum of 3+ years experience in a lead role in Remote Desktop Support environment
Strong written and verbal communications
Establishing and managing project timelines and communication channels
Working knowledge of ticketing systems, Key Performance Indicators (KPI) and metric analysis
Strong relationship management and stakeholder engagement skills

Desktop Support Manager Resume Examples & Samples

Supervises, mentors, trains and develops the RTC team members to continually improve the skills and results of the team
Oversees team key performance indicators and service delivery standards while continually working towards team and individual improvement
Works closely with the national support team and the local office leadership to ensure service levels are maintained and coordination of support is meeting the needs of the firm
Leads medium sized application and desktop-oriented projects providing leadership for team, task assignment, and oversight, ensuring on time completion of tasks
Maintains accurate and timely records, including but not limited to: time tracking systems, ticket queue management and weekly status and metrics reports
Monitors, maintains and improves metrics for RTC team
Identifies areas for improvement, recommends solutions and owns improvement opportunities
Mediates, resolves or escalates customer issues for timely resolution
Provides oversight responsibility for multiple locations’ computer equipment inventory and auditing responsibility for accuracy
Documents knowledge base articles related to common solutions on ongoing basis
Develops and documents procedures and processes including responsibility for changes to environment
Coordinates desktop and laptop purchasing within procurement requirements
Minimum of 3 years of experience managing technical support staff
Ability to be on-call and responsive to escalations from team members
Experience providing desktop support in an enterprise environment including support for OS, printers, TCP/IP, NTFS permissions while providing exceptional service
Experience managing hardware asset tracking, purchasing, process ownership and oversight for recurring deployments in enterprise environment
Strong understanding of core ITIL framework – Incident, Problem, Change and Service Management
Supervising multi queue oversight automated help desk systems
Strong troubleshooting, data and metrics analysis skills
People performance coaching and develop up to 10 team members with varying levels of experience
Ability to assess individual team member results and develop a team towards organizational goals and values
Ability to regularly travel within assigned region and as needed for national oversight and project support
Ability to write professional documentation and oversee team responsibilities around documentation duties

Remote Desktop Support Manager Resume Examples & Samples

Experience gathering data and establishing a business case in order to build a persuasive argument in favor of an observed need for improvement
Experience in putting together executive summaries covering high level benefits of a project or initiative
Establishing and managing project timelines
Influencing teams outside of the organization to deliver against agreed completion dates
The ability to manage and drive multiple deliverables
The ability to multitask
Advanced knowledge of Excel (pivot tables, charting, calculations)
Working knowledge of ticketing systems, KPIs and metric analysis
Relationship management
Must be seen as a leader in the organization and someone upon whom others depend
Meeting management
The ability to keep meetings between multiple parties on task
Must be able to resolve conflict and bring meeting participants to agreement on necessary priorities and deliverables

Desktop Support Manager Resume Examples & Samples

Polished and have excellent customer engagement/relationship skills
Establish and maintain productive and trusting relationship with customer
Have an active passport and be OK with occasional domestic and international travel
Familiar with leading a team of onsite and remote resources in an desktop/smart hands environment
Experience managing managers
Pharma experience a plus
Financials / P&L experience desired, not completely necessary
Promote/develop best practices and work on continual service improvement initiatives
Contribute to contract add/change processes

Desktop Support Manager Resume Examples & Samples

6+ years of working experience in a Service Desk environment as a Supervisor or Manager
Troubleshooting skills of desktop, laptop software and hardware
Demonstrated execution of IT service process frameworks and best practices
Knowledge of Help Desk Ticketing software
Experience with security administration of user accounts and rights
Experience managing a team’s budget and invoice approvals *LI-HD#IT
Service Now or Remedy experience

Desktop Support Manager Resume Examples & Samples

6+ years working in a Service Desk environment as a Supervisor or Manager
Experience managing a team’s budget and invoice approvals
Working knowledge of Service Now or Remedy

Remote Desktop Support Manager Resume Examples & Samples

Proven ability to multi-task and have a sense of urgency and attention to detail in a fast paced and changing environment and drive multiple initiatives through completion
Strong and mature interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others
Must be flexible in regards to scheduling
Strong and mature relationship management and stakeholder engagement skills
Facilitation skills as related to conducting, productive, structured, and effective collaborative meetings. Exhibit the ability to keep sessions on task, and compliant with schedule and time constraints
Proven conflict resolution skills shall be leveraged as required, with the expectation of amicable and productive outcomes
Bachelor's degree or higher, preferably in a technology/business related discipline, or relevant work experience

Desktop Support Manager Resume Examples & Samples

5+ years experience of managing a high performance operational team
Minimum of 3+ years experience in a lead role in Desktop Support environment
Experience gathering and analyzing data, pertinent towards building compelling business cases as required to promote senior management endorsement and stakeholder buy in. Such analysis and proper presentation are crucial components in affecting change to observed areas of improvement
Influencing teams outside of the organization to deliver against agreed upon scope of work and completion dates
The ability to manage and drive multiple initiatives through completion
Advanced knowledge of Excel (pivot tables, charting, and calculations)
Maintain contact with partner resolver teams to drive efficiency and escalation management

Desktop Support Manager Resume Examples & Samples

Act as the final escalation point for all support services focused around technical problems and information technology issues involving desktop, laptops, mobile devices, or network services from local personnel or from team members using network remote access (VPN)
Manage a team that includes remote team members across 6 sites
Develop, Monitor, and Assess information technology and infrastructure programs/projects
Recommend hardware and software solutions, including new acquisitions and upgrades
Evaluate, recommend, and manage all aspects of a diverse work environment including: IT call center operations, a production environment, and a general administration office
Develop processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations
Identify and implement software to maintain endpoint security including backups and antivirus
Maintain an accurate inventory of technology assets
Ensure shared technology including digital signage and conference rooms are in good working order and operational
Managing and mentoring a team with members in multiple remote locations
Extensive experience with asset management (both processes and systems)
The ability to articulate and implement technical support processes and procedures
Defining service level agreements and the ability to manage and report team performance against defined SLAs
Supporting telephone systems (asterisk-based systems with softphones a definite plus)
Troubleshooting and maintaining both Windows and Mac systems – Linux is a plus
Working with internal business partners & stakeholders to coordinate special projects or initiatives like department moves
Successful track record working with vendor management and standards
Managing mobile devices and PCs in a production environment
Defining processes for new user setup as well as for team member departures
Setting up systems and processes for computer imaging and the maintenance of standard images

Desktop Support Manager Resume Examples & Samples

Five years’ experience in a technical support positions providing end user technology support
One year management experience required
Must have experience managing others both on daily functions and projects
Requires excellent verbal and written communications skills and strong interpersonal skills to interact positively and productively with associated computer systems, end-users and co-workers

Desktop Support Manager Tier Resume Examples & Samples

Manage staff, including motivation, hiring, reviews, training needs and overall performance and report on key service-level metrics and strive for continuous improvement
Ensure IT compliance meeting security and other government regulatory standards and practices
Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
Install and configure software products across installed hardware platforms
Troubleshoot product and environment issues
Manage trouble tickets
Provide VIP Level Support
Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who are unable to fulfil their duties in an out-of-hours environment
Manage SLAs and KPIs based support processes
Manage a team of individuals and will include performance, conflict, change, and budget management

Desktop Support Manager Resume Examples & Samples

Manages the local End User Services staff
Responsible for site setup, user training, desktop/server administration, moves, monitoring, troubleshooting hardware/software issues, installations, maintenance/support, and documentation
Works proactively with the Enterprise Service Desk (ESD), Operations and Engineering teams, building efficiencies in processes which enhance overall customer satisfaction
Determine agency IT needs by working with Business Leads, IPG IT Management, Operations and engineering teams to reach mutually agreeable solutions
Provide weekly monthly overall status reports of location helpdesk tickets/trends and projects. Assist with IT budget planning, procurement, expense approvals for supported site(s)
Escalate issues to End Users Services Engineering team as needed to ensure customer satisfaction
Manages local office projects and rollouts, acting as lead technology resource to coordinate remote activities
Reviews, evaluates and prepares periodic performance reports of staff
Ensures efficient and thorough communication with end-users
Bachelors degree in Computer Science or related discipline
At least six, typically eight or more years experience in technology operations and administration, or an equivalent combination of education and work experience
At least three years of previous End User Services management experience

Desktop Support Manager Resume Examples & Samples

This will be a manager over Desktop Support and Depot operations to include; receiving, reimaging, deploying PCs. This role will also be responsible for delivering desktop support across the market
Directs the efforts of others in the achievement of the strategic and operational objectives of the group
Responsible for career development/planning, performance and pay discussions of team members
Communicates and translates Dell vision/strategy to staff
Responsible for executing on functional and business goals for the group
Addresses problems across functional areas of the business
Responsible for meeting budgetary goals and objectives

Desktop Support Manager Resume Examples & Samples

Determines requirements for problem resolution and escalation requirements for Tier 1, 2 and 3 support
Monitors and analyzes performance metrics to determine areas of improvement
Conducts periodic audits to determine areas needed for improvement
Manages staff to ensure all duties are performed efficiently and within guidelines
Knowledge of BKFS products, services and operations
Ability to create and implement plans, programs and procedures
Knowledge of general desktop support including hardware, software, and networking concepts
Ability to evaluate and implement improvements to department processes
Ability to perform effectively in an environment that may require limited information and/or extreme circumstances

IT Desktop Support Manager Resume Examples & Samples

Ability to demonstrate thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability
Excellent end users service and interpersonal skills
Ability to prioritize multiple tasks and projects required, along with strong organizational skills
Ability to work effectively in a fast-paced and rapidly changing environment
Demonstrated ability to lead, motivate and develop a team and team members
Passion for IT and eagerness to stay current with changing technology practices
Ability to utilize metrics and data to improve service quality and team performance

Desktop Support Manager Resume Examples & Samples

40% Oversee desktop support activities
40% Manage desktop IT support staff
20% Work with IT managers and staff in other departments

Desktop Support Manager Resume Examples & Samples

Desktop Support Managers manage the coordination and prioritization of high-level and/or complex projects within any related Desktop Support departments
Assist with and may be responsible for managing vendor relationships
Desktop Support Managers participate in the development and implementation of division and/or company goals
May be called upon to provide guidance to other areas/members of management
May become actively involved, as required, to resolve the most complex issues
Desktop Support Managers assist with and/or manage and administer departmental and project budgets and forecasts
Desktop Support Managers are responsible for all personnel administration within the department, including staffing, performance management, career planning, terminations, etc
May be responsible for overseeing other areas such as Asset Management, Systems Management, Help Desk, etc
6 years related experience or post-secondary education with 4 years related experience
Prior supervisory experience, preferred
Understanding of the components within LAN/WAN networks to include network connectivity and remote access technology
Experience with the following applications; MS Office, MacAfee Antivirus, and any experience working with Active Directory is a plus

Desktop Support Manager Resume Examples & Samples

Align technology roadmap with business strategy
Ensure alignment of business requirements to technology solutions
Contribute to architecture based on deep domain experience of HW/DB/storage/etc
Building new environments
Make new environment operational for pilot review
Executing provisioning and day-to-day support
Functioning with good capacity and performance
Monitoring errors, Downtime, System monitoring/alerts
Respond to applications or business owners, if problems Tuning and performance
Provide 24/7, 365 response, Tuning and performance, Proactive issues to maintain infrastructure, Troubleshooting/repair, Address issues that come up with user requests, installs, configurations, etc
Diagnosing cause and fixing/problem determination responding to tickets
Proactively maintain infrastructure and address issues before they become problems
Ensure solutions and systems meet regulatory requirements
Maintain awareness of product, assimilate product into environment, proactive monitoring of alarming parameters
Contribute to business planning discussions with clients and internal IT functional units
Build roadmaps for IT/MIS growth to coincide with growth of business
Interpret and translate business requirements into It services and projects
Contribute to CIO and architectural planning discussions on IT technology investments
Act as technology lead in domain as needed or technical areas where he/she has expertise
Discuss strategy for vendors and their technologies
Ensure integration an security of technologies
Collect information on project/unit performance and run status meetings
Communicate priorities to staff so they can organize their work accordingly
Develop work breakdown structure for projects
Provide oversight on projects and governance on client, MUFG and regulatory requirements
Maintain emphasis on the importance of maintenance, interoperability, integration, etc. to ensure business continuity and performance
Meet in staffs meetings and 1:1's to understand issues, assess group performance and provide direction
Act as a liaison to the business
Hands on Manager of Network Architects/Engineers/Operations with knowledge in the following network technologies to include Cisco Routers, Switches, Firewalls, Cisco/F5Load-Balancers, ACE, VPN concentrators as well as others for data centers and branches
Knowledge in Cisco IP Telephony and management
Leading and managing staff in the preparation of high-level network designs
Ensuring the smooth planning, implementation, and cutovers of networks
Interfacing with systems, applications and project teams in the design and delivery of business supporting projects requiring network platforms
Project management and documentation utilizing various tools including MS Project, Visio, Office Suite, in support of business and infrastructure projects
Experience in Market Data products
Strong interpersonal, collaboration, and communications

Desktop Support Manager Resume Examples & Samples

Manages the operations of a team providing executive level Tier 2 production support for hardware, software, networking, storage and security in a complex computing environment. Responsible for the team’s rapid, high-quality resolution of requests and incidents
Manages team members responsible for departmental applications system administration and providing oversight for departmental applications lifecycle management and their alignment with ITS enterprise systems and strategy. Also manages team members responsible for conference room technology, security unit liaison functions, network infrastructure and IT consultation and coordination
Responsible for management, development and supervision of desktop support professionals that includes recruitment and selection of high caliber people from diverse cultures, backgrounds and experiences. Provides coaching, training, planning and scheduling functions ensuring staff productivity and efficiency of work. Responsible for the performance management activities such as goal setting, annual performance evaluation, recognition and career development. Addresses staff concerns, complaints, grievances and performance issues in a timely manner
Actively coordinates and collaborates with team members and customers to understand, propose and continuously implement service improvements. Assists with analysis, planning, testing and implementation of solutions. Ensures that team members review and edit customer and technical support knowledge base documentation on a regular basis
Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software and technical services. Manages processes and interactions; prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks; develops, implements and ensures processes, procedures and standards are followed; establishes parameters for, and monitors, work quality and performance metrics; conducts root cause analysis to identify systemic issues and prevent future incidents; creates analysis and trending reports for assigned units
Promotes cooperation and effectively manages relationships. Builds customer relationships and coordinates with customers to plan operational and project work
Oversees and coordinates project implementations such as upgrades and equipment installations. Prioritizes and manages the execution of the resources to the project. Develops implementation plans and timelines of projects, provides status reports, exchanges relevant risk and impact information with management and project teams and meets timelines
Stays current with advances in relevant technologies. This can include: on-the-job training, attending courses or conferences, reading, research and testing
BUILDING RELATIONSHIPS: Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, ethical, honest and accepting manner. Maintains agreed upon levels of confidentiality
COMMUNICATION: Demonstrated ability to communicate effectively with those with differing opinions and levels of understanding, varying style to fit the audience and organizational/unit politics and tailoring presentations for the audience
CREATIVE PROBLEM SOLVING / STRATEGIC THINKING: Works with and enables others to plan and implement change utilizing change management strategies. Advocates strongly for new ideas, processes and/or services to increase efficiency, quality and customer/client satisfaction. Collaborates and builds consensus with stakeholders
FLEXIBILITY / ADAPTABILITY TO CHANGE: Demonstrated proactivity in proposing, advocating for, planning, implementing, measuring and communicating about effective change approaches with the assigned unit
LEADERSHIP / ACHIEVEMENT ORIENTATION: Organizes others by identifying resources needed to accomplish the goal, assigning and prioritizing tasks, understanding the functions and interrelationships of the work area, scoping out length and orchestrating multiple activities to accomplish a goal. Sets and measures performance against goals and evaluates results. Ensures quality of others work. Recognize the achievement and contributions of others
QUALITY SERVICE: Demonstrate experience empowering staff to resolve problems and complaints independently, involving staff in the development of service delivery models and actively sharing expertise and best practices
Bachelor’s degree in computer science, business computing or a related field or equivalent combination of education, certification and experience
Minimum of eight (8) years of information technology experience at an enterprise level in a related role requiring customer service, confidentiality, timeliness, organization, prioritization, troubleshooting and working independently to successfully achieve results
Demonstrated management or supervisory experience directing and leading staff to perform productively and efficiently with experience in recruitment, selection, coaching, training, career development, performance management and team building
Proven ability to lead teams to meet customer expectations
Demonstrated ability to influence others to move toward a common vision or goal
Demonstrated understanding of client relationship management, process improvement and project management
Demonstrated communication ability in presentation and advanced writing skills (e.g., reflecting sensitivity to tone, audience and situation)
Demonstrated ability to work effectively with all levels of an organization
Experience with IT service management methodologies (e.g. ITIL)
Experience leading a team delivering enterprise level desktop support for hardware, software, networking, storage and security in a complex computing environment
Experience with applications life cycle management

Desktop Support Manager Resume Examples & Samples

Managing a team of professionals working in the desktop department
Hiring new employees, organizing work, managing priorities, conflicts and human resources, staying within budget, etc
Managing resources reporting to him/her in a rigorous and effective manner
Planning and using resources effectively (number, profile, management ratios, payroll)
Participating in evolving and defining the departments overseen
Providing overall project management
Coordinating files (budget, resources, processes)
Complying with the Member Partnership Management Framework (recruitment, integration, career plan, performance evaluation, meetings, pay equity, satisfaction assessment)
Identifying and coaching potential succession candidates
Managing suppliers
Monitoring service quality
Managing operational activities
Meeting delivery commitments (capacity, performance, availability, deadlines)
Complying with the business unit’s standards and procedures
Implementing and monitoring dashboards
Setting operational priorities

Help Desk & Desktop Support Manager Resume Examples & Samples

Manage the help desk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices
Provide guidance and oversight of staff and reporting on SLAs and other analytics to management
Basic system administration of hosted VoIP solution (on-boarding, changing features, moves/adds)
Assign technicians to various operations and direct their activities related to help desk tickets
Prioritize daily activities of the team and QC work on critical and high priority
Take ownership of client issues and escalate issue to appropriate IS managers as necessary
Create, document, and update processes to resolve issues and improve processes
Manage SCCM deployment of key software updates for all MGM computers
Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
As needed, provide day-to-day support of PC/MAC hardware, software, printing and networking issues
Various special projects support as needed

Desktop Support Manager Resume Examples & Samples

Manage and lead a team of Desktop Support technicians located in our Chicago headquarters
Execute defined standards for process and policy documentation, change control, software testing and qualification to meet the expectations of the business. Routinely audit these processes to ensure standards are being maintained
Participate in budgeting, procurement & expense management process
Partner with Service & Support leaders within the organization to align standard operating procedures, leverage best practices and improve service initiatives
Perform standard employee performance, mentoring, training, coaching & management processes
Create and execute an annual Desktop Maintenance roadmap to include office expansions & relocations, operating system upgrades, hardware & software upgrades, new hire growth, holiday and peak support
Asist in the support & response of Tier 2 support cases received through the Service Desk to ensure excellent service delivery
Minimum of 4 years’ experience managing desktop support teams or equivalent IT management experience
Experienced people leader with relevant technical skills to lead the team
Proven ability to mentor and grow the skill set of team members
Excellent communication, customer service, organizational, project and personnel management skills
The ideal candidate would embody the following traits: versatile, flexible, and a willing to work within fast paced environments with enthusiasm
Deep knowledge of desktop hardware platforms, Windows operating systems (7, 8, 8.1, 10 and conversions) & Microsoft SCCM
Ability to travel (US, Mexico, Europe)
Bachelor’s degree or higher in IT related field

Desktop Support Manager Resume Examples & Samples

Responsible for the management and maintenance of all desktop computing hardware, PC software, and operating systems and licensing
Manages maintenance of all software deployments, recommendations, troubleshooting, and appropriate vendor relationships
Ensures agreed service level targets are met and relevant qualitative standards are achieved
Develops and implements policies and procedures to provide high quality services both internally and externally
Generates ideas and implement methods to improve resolution time for incidents
Develops enhanced reporting structures for early identification of product faults to minimize impact on business
Improves efficiency and effectiveness of desktop support activity by analyzing and proposing recommendations
Manages staff levels and scheduling to provide full coverage during required business hours
Optimizes customer support, provide staff with regular training and appraisals
Works with IT compliance on annual compliance audits and integrating newly acquired companies within current policies and procedures
Serves as an escalation point for the Desktop Support team
Responsible for all IT desktop related procurement and works with multiple vendors for cost negotiation
Bachelor’s degree in Computer Science, a related field or the equivalent experience
5+ years of related experience, including 3+ years in a management role
Sound knowledge of Windows operating systems Windows 10 and Microsoft end user Software
Thorough understanding of desktop support or helpdesk operations, IT best practices, industry trends and customer service
Experience configuring and using SCCM across an enterprise
Proven experience of initiating positive changes in a IT Operations environment
Strong knowledge of MAC OS
Familiarity with Corporate, Distribution Center, and Call Center environments is preferred
Commercially aware of software providers with the IT desktop support sector
Proven track record tracking and maintaining desktop licensing
Microsoft and Adobe licensing terms
Comfortable with windows environment
Windows 7 pro - required
Window 8.1 – plus
Some knowledge with Mac environment
SCCM 2012
License compliance audits
PCI compliance policies
Inventory management
ESET Endpoint Security
Safeguard Sophos FDE
Windows Update Patching
Change control procedures
IT desktop asset procurement

IT / Desktop Support Manager, Needed Resume Examples & Samples

Approves personnel activities concerning hiring, training/development and evaluation of staff performance
Directs, establishes, plans and implements the policies, processes and procedures to support and design the organization's desktop architecture
Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure
Oversees the administration and maintenance of the company's infrastructure

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