Oversees the organization's Desktop Support, Hardware Asset Management and Service Desk Operations. Manages a team who troubleshoots and resolves technical issues, manages escalations, and ensures issues are resolved in a timely manner. This person is tasked with ensuring the reliability and optimal performance of IT computer systems, printers, scanners, and maintaining high availability for users and company members. Monitors team performance, communication with users, and ensures quality in-person and phone support. Ensures IT Asset Management standards are followed, ensuring timely and consistent equipment refreshes.
- Develops, coaches, and trains department for continuous assessment and calibration to ensure performance expectations are met and proper staffing levels are maintained for Service Desk and Desktop Support staff.
- Manages the Information Technology Service Management (ITSM) program which includes Desktop Support and Service Desk operations (incident/request ticket management, etc.).
- Manages the ITSM application including testing, maintenance, changes, releases, and updates. Ensures optimal tool and accompanying features use.
- Monitors and manages Service Desk phone queue.
- Manages the hardware aspect of the Information Technology Asset Management (ITAM) program. Uses the appropriate tools and applications to execute the ITAM Lifecycle from planning/procurement through retirement/disposal.
- Creates and follows a defined hardware refresh cycle based on ITAM/ITIL best practices.
- Creates and maintains hardware configuration standards that ensure effective operation and responsiveness of all supported applications collaboratively with other managers.
- Completes all administrative tasks associated with managing staff including performance reviews, counseling, coaching, time off, and timesheet approvals.
- Manages and coordinates urgent and complicated support issues. Acts as an escalation point for requests and incidents.
- Provides data and reporting of KPI’s and other performance trends as required.
- Ensures creation, updating and usage of knowledge articles which includes step-by-step instructions, Standard Operating Procedures, and other forms of documentation pertinent to Service Desk operations and Desktop Support.
- Manages vendor relationships as needed for daily operational needs. Performs vendor due diligence tasks as required. Develops or establishes strong relationships with service providers.
- Reviews Service Desk survey feedback to improve services, tools, and support experience.
- Oversees after-hours support and on-call support for branch and staff support.
- Manages the installation, configuration, and troubleshooting of desktop and laptop hardware and software image.
- Assists with the buildout of new branches.
Qualifications
- Bachelor’s degree in a technology related field or an equivalent combination of education and experience in infrastructure or desktop support required.
- Three years of technology-related supervisory experience required.
- ITIL certification or training preferred.
Our Keys To Success
- Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
- Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
- Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
- Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
- Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions, duties, and responsibilities of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands and fingers, and to talk and hear. The employee is occasionally required to stand and walk. Specific vision requirements for the job include close vision (at 20 inches or less) and color vision.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work will be performed in an indoor, climate-controlled environment where the noise level is quiet to moderate. Core business hours are Monday through Friday, 8:00 am to 5:00 pm Eastern. Work outside of those core business hours is likely to occur in this role, including evenings, on call, and weekends.
This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities that are required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.
