Manager - Desktop Support

Des Moines, IA, United States

Job Description

I. Job Summary | Major goals and objectives.

The Manager, DSM Desktop participates in providing consistent and efficient delivery of customer service and support in alignment with technology services provided by Meredith IT, BT and third party providers. This position has excellent communication skills, strong relationship building abilities and is able to effectively interact with senior executives and business stakeholders.

This position works with internal and external partners to assist in identification, evaluation and selection of key technology products and services to meet strategic goals and business drivers.

II. Essential Job Functions

Weight %

Accountabilities, Actions and Expected Measurable Results

60%

Manage a first-rate support team including workstation technicians and service delivery specialists. Develop process and procedure to assist customers, track progress, report results and identify improvements enhancing IT’s responsiveness and meeting customer expectations. Oversee the management and procurement of technology assets.

Build and maintain a cohesive team environment, enabling team members to be productive and effective providing the best technology customer service possible.

Stay current with the end-user technology with an eye towards supporting, securing and managing devices and services in a corporate environment.

20%

Participate in procurement, expense management with special attention to support and maintenance, software subscriptions and asset depreciation.

10%

Participate in IT leadership discussions, strategic initiatives, budget planning and high level technical direction.

10%

Assist in the management, communication and implementation of large scale projects lending expertise and perspective from the customer service point of view.

100%

III. Minimum Qualifications and Job Requirements | All must be met to be considered.

Education:

Bachelor’s degree in Computer Science, Information Systems, or equivalent work experience.

Experience:

Minimum of 5 years’ information technology support experience including help desk management, customer service and incident management.

Must have experience supporting technology services.

Must have experience in providing work direction, prioritization to others and managing complex projects.

Experience managing people a plus.

Specific Knowledge, Skills and Abilities:

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