Desktop Support Manager

The University of Kansas Health System - Shawnee, KS

Full-time - Manager

Shawnee, KS

Hospitals

About the position

The Desktop Support Manager at The University of Kansas Health System is responsible for leading the Desktop Support team, which provides break/fix support, implements new technologies, and manages desktop-related projects. This role involves strategic direction, mentoring team members, and ensuring the successful completion of projects while maintaining high-quality customer support. The manager acts as a liaison between project teams and stakeholders, driving performance improvements and managing critical support issues.

Responsibilities

• Lead a team of desktop support technicians focusing on service delivery and problem solving while delivering high quality customer support.
• Accountable for aligning priorities and resources with the direction of the business.
• Define support metrics related to the desktop support infrastructure and service levels.
• Develop and implement policies, procedures and processes for the Desktop Support group.
• Provide leadership, mentoring and coaching for all desktop support staff members.
• Work closely with other End User support teams to deliver a first class end user experience.
• Responsible for timely completion of projects and service requests.
• Communicate project status to stakeholders.
• Monitor the effectiveness of the Desktop Support group.
• Drive enterprise standardization around the desktop infrastructure platforms including desktops, printers and peripherals.
• Responsible for the strategic direction and implementation of desktop end user support solutions, selection and management of support partners and tools.
• Monitor customer satisfaction surveys in an effort to drive continual performance improvements.
• Manage both critical support and standard support escalation requests and communicate with key stakeholders during escalations.
• Act as the main point of contact for personnel to resolve issues beyond their skill set.
• Research, recommend and assist with the implementation of new tools, techniques and best practices in desktop infrastructure and support.
• Function as Subject Matter Expert (SME) for project needs and the needs of the end user.
• Translate user needs into documentation and actionable items to deliver the required solution.
• Share knowledge, create knowledgebase articles, and share best practices with the HITS group.
• Demonstrate competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs).
• Maintain an ever increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department.
• Identify opportunities where training needs would improve productivity within the department or within the Hospital.
• Establish and maintain effective working relationships with management, co-workers and end users.

Requirements

• High School Graduate
• 4 or more years of experience in IT field with progressive responsibilities
• 3 or more years managing a large desktop team or environment
• 1 or more years experience with medium to large project leadership
• 5 or more years experience supporting Microsoft Operating systems
• Experience with Microsoft System Center Configuration Manager, Powershell, Group Policy

Nice-to-haves

• Bachelor's Degree in IT or related field or 2:1 equivalent experience
• 1 or more years experience supporting Mac OS X and iOS
• ITIL v3 Foundations Certification

Benefits

• Full-time position with competitive salary
• Opportunities for professional development and training
• Supportive work environment with a focus on team collaboration