Desktop Support Manager

Job Summary

The Workplace Products & Services Manager will be responsible for creating roadmaps and building programs for workplace service delivery while also providing technical leadership to align workplace services to meet business and application needs. The Manager will oversee the delivery of all End User related products and services, including End User device support, software deployment, ticket processing, Identity Access Management, and collaboration tools. The Manager will need to constantly seek feedback from users across the organization and ensure the appropriate support model is in place to meet enterprise requirements and field support SLAs. This role has overall responsibility for the performance of all IT initiatives, teams, and personnel related to Desktop Engineering, End User Services, Field Services and Collaboration.

Job Responsibilities

• Provide direction and support in day-to-day operations of all workplace products, including deployment of various end user software (e.g., Windows, O365, Citrix, BigFix, Mobile Data Terminals, Zoom), and achieving key SLA’s

• Provide oversight and efficiency opportunity recommendations to PC field services, deployment, retrieval, ticket processing and manage relationship with existing vendor(s)

• Align and support with strategic direction of broader IT organization. Own strategic plans and identify key innovative technologies that enhance customer experience, simplifies current landscape and processes

• Maintain, implement and monitor software and patches in support of security compliance for PSEG Long Island End User Services

• Manage and maintain IT asset inventory and full life cycle replacement for end user devices

• Manage team performance, coach and mentor team members, and develop a succession plan for the group

• Identify, document, and implement end user related policies and processes; ensure compliance with corporate policies, procedures, and standards

• Prepare and manage budget and finances for area of responsibility including participation in required business case development. Identify areas to reduce cost

• Drive operational excellence and continuous improvement mindset across the operational activities. Proactively identify key areas of improvements needed. Leverage/Ensure that standards and procedures are in place for the work of his or her team

• Lead team of IT associates. Responsible attracting talent, performance evaluation, career development, coaching and counseling and manage compensation

Job Specific Qualifications

Required Education and Experience:

• Bachelor degree in Computer Science, Engineering or Business or a related field

• 9+ years relevant experience within the information technology field or an industry with reliance on technical expertise

• Sound expertise in IT resource management, job positions, career paths, recruiting, and compensation.

• Understanding of key processes, systems, tools, and best practices in end user device management, IT service management and collaboration tools

• Knowledge of desktop, PC, and other end user device management systems and solutions

• Expertise in Windows, O365, Citrix, BigFix or SCCM, Collaboration Tools

• Knowledge of market offerings to compare with existing tools in the organization and provide appropriate recommendations

• Ability to proactively communicate technical topics in a clear, succinct, and relevant way

• Proven experience and understanding of general finance, IT procurement, IT financial operations and managing IT cost centers in large corporate environments

• Track record as an innovator and agent leading organizations and people through change

• Business acumen

• Strong leadership and influence skills

• Excellent teamwork, facilitation, relationship building, and negotiation skills

Desired Education and Experience :

• Advanced degree, e.g. Masters of Business Administration

• ITIL or equivalent certifications

• Familiarity with industry standards and guidelines (i.e. NERC CIP)

• Experience with cloud technologies

• Experience with managing projects

• 6+ years of experience managing team of 5+ staff or external contractors

Minimum Years of Experience

9 years of experience

Education

Bachelors