Job Summary:

• Purchase, inventory, support, troubleshoot, and maintain end-user technology equipment
• Communicate with customers at all levels of management, take ownership of customer issues, and follow problems through to resolution with a concierge approach
• Plan, develop, and maintain IT Support process, policies, and procedures for administering the technical support function
• Manage the primary customer-facing team for Information Technology
• Manage overall responsibility and use of Service Desk tools, such as ticket tracking, knowledge base, and customer satisfaction
• Continuous improvement in customer service experience through regular follow-up with internal and external customers to gauge satisfaction with problem resolution
• Responsible for supply chain and delivery of end-user information technology devices and software
• Analyze Technical Support problems and determine resources needed to solve them
• Independently monitor, diagnose, investigate, and resolve system and endpoint challenges
• Ensure all customers’ requests are managed promptly and effectively within defined Service Level Objectives
• Main escalation point for urgent issues from team members or users

Skills on Resume:

• Technical Support (Hard Skills)
• Customer Management (Soft Skills)
• Process Development (Hard Skills)
• Team Leadership (Soft Skills)
• Service Desk Tools (Hard Skills)
• Continuous Improvement (Soft Skills)
• Supply Chain Management (Hard Skills)
• Problem Analysis (Hard Skills)

Job Summary:

• Product owner for JAMF (Mac OS management system)
• Manage the Desktop Architecture team to proactively execute and support their related projects, initiatives, participate in Audit and Compliance, help to establish IT controls and related procedures
• Manage the team's related support queue ensuring the related SLAs are meet
• Plan, design and coordinate team projects and the implementation of their related infrastructure
• Provide status reporting to the team's projects and initiatives 
• Provide resource forecasting and manage resource allocation
• Either directly or through the team, provide SME support to the L2 and L1 related teams as well as to any related IT initiatives
• Help the team grow, be productive and effectively engage both with their IT colleagues as well as with the business
• Ensures their skills and knowledge are up to date.
• Own the creation of team operations related procedures
• Offer support and advice in areas such as Desktop Services, Messaging, and other applications as used within the business
• Create and Manage End User Compute Standard Operating Procedures and manage according to best practices.
• Understanding of all aspects related to Service Management (Incident management, request management, problem management, etc.) through the Ticket Management System used within the organization
• Support and manage internally related escalations

Skills on Resume:

• JAMF Management (Hard Skills)
• Team Management (Soft Skills)
• Project Coordination (Hard Skills)
• Resource Forecasting (Hard Skills)
• SME Support (Hard Skills)
• Skills Development (Soft Skills)
• Procedure Creation (Hard Skills)
• Service Management (Hard Skills)

Job Summary:

• Oversee and approve the creation and maintenance of all Microsoft Office macros, including Microsoft Word templates using Visual Basic
• Oversee Application and Desktop support team to ensure all tickets and escalated requests are completed in a timely fashion
• Oversee Desktop Architects team in planning desktop policies and hardware configuration to meet firm standards for security and compliance
• Liaise with vendors during product implementation, maintenance and support
• Design and maintain application matrix for support and updates of all firm applications
• Oversee management of all desktop related assets
• Oversee all Application implementations and upgrades
• Oversee planning and deployment of all desktop hardware upgrades
• Oversee planning, deployment and management of printing infrastructure
• Manage the on-boarding and off-boarding process
• Oversee Application Discovery and Management process
• Work with the Architecture team to develop and implement a patch management strategy for core applications
• Work with other teams within the IT department to ensure adequate resources for new and existing applications

Skills on Resume:

• Macro Development (Hard Skills)
• Team Oversight (Soft Skills)
• Policy Planning (Hard Skills)
• Vendor Liaison (Soft Skills)
• Asset Management (Hard Skills)
• Application Management (Hard Skills)
• Hardware Deployment (Hard Skills)
• Resource Coordination (Soft Skills)

Job Summary:

• Oversee project related work for functional area
• Provide monthly reporting on all Desktop and Application support tickets
• Oversee and ensure that technical documentation are completed and up to date
• Conduct research and make recommendations on products and services
• Approve all hardware and software purchases for the team
• Manage the integrity of iManage Work document management system
• Benchmark and schedule regular testing of desktop and core applications
• Develop training plans and approve training requests from team members
• Gather ideas and team input to assist with IT budget
• Participate in the hiring and selection decisions for staffing
• Provide timely and constructive performance feedback
• Coach, develop and train team resources to provide growth, create opportunities, and support success in meeting or beating support expectations
• Build consensus within the team to drive change and innovation
• Document processes and train staff on consistent conduct of operations.

Skills on Resume:

• Project Oversight (Hard Skills)
• Reporting and Analysis (Hard Skills)
• Technical Documentation (Hard Skills)
• Product Research (Hard Skills)
• Purchase Approval (Hard Skills)
• Training Development (Soft Skills)
• Performance Coaching (Soft Skills)
• Process Documentation (Hard Skills)

Job Summary:

• Provide guidance to the Desktop and Endpoint Teams for customer interactions
• Monitor Incident and Problem ticket queues to ensure the Desktop team is meeting performance and satisfaction metrics
• Develop and maintain customer satisfaction metrics and service level objectives (SLO)
• Implement and promote customer service best practices
• Provide oversight of deployments, updates and security patches of laptops and desktops
• Provide oversight of customer ticket queue for users based out of this location and remotely
• Coordinate and balance scheduling special projects with daily duties for desktop and endpoint technicians
• Continuous desktop support process development and improvement
• Recruits and supports development of direct staff members
• Ensure each member of team has a development path to learning and developing in their current role and a career path to their next role
• Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
• Coordinates and collaborates with the NIH Collaboration Technology, PMO, Infrastructure, Scientific Systems and IT Security teams

Skills on Resume:

• Customer Guidance (Soft Skills)
• Performance Monitoring (Hard Skills)
• Satisfaction Metrics (Hard Skills)
• Service Best Practices (Soft Skills)
• Deployment Oversight (Hard Skills)
• Scheduling Coordination (Soft Skills)
• Staff Development (Soft Skills)
• Incident Management (Hard Skills)

Job Summary:

• Responsible for ensuring users are provided efficient and timely first and second level support 
• Manage, coach, counsel, and mentor assigned staff 
• Supervise desktop employees and/or contract staff and maintain responsibility for the Desktop Support team's daily operations, including ticketing system management, Inventory management, etc. 
• Lead the Desktop Support team in troubleshooting and diagnosing application issues in the production run-time environment 
• Organize, assign, and drive the execution of daily caseload Responsible for all aspects of Asset Management, including Desktops/Laptops/Phones/Printer etc. 
• Proactively seek opportunities to deliver value-added services to the end-user community aimed at optimizing their toolset and driving greater operational efficiencies 
• Coordinate the projects assigned to the group, ensure completion within established timeframes 
• Ensure defined issues are escalated per pre-defined SOPs promptly and serve as customer advocate to ensure escalated cases are resolved within acceptable service levels 
• Work with the Infrastructure, Application Services, and Product Development teams to define, monitor, and maintain the application as well as network and systems infrastructure to assist with the delivery of highly available and secure IT products and services 
• Collaborate with other Infrastructure leaders to ensure consistency of direction across operations and to provide seamless leadership where task level integration is concerned
• Develop objectives and long/short-term goals for assigned areas of responsibility consistent with corporate goals and objectives 
• Standardize builds and ensure security standards are meet with monthly vulnerability scans 
• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department's policies and procedures

Skills on Resume:

• User Support (Hard Skills)
• Staff Management (Soft Skills)
• Operations Supervision (Hard Skills)
• Troubleshooting Leadership (Hard Skills)
• Asset Management (Hard Skills)
• Value-Added Services (Soft Skills)
• Project Coordination (Hard Skills)
• Policy Development (Hard Skills)