Dedicated Manager- Desktop Services
Zensar Technologies - Northborough, MA

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Job Descriptions:
Reporting to the Global EUC Manager, the Desktop Support Manager is responsible for managing the Level I, and II Service desk teams across 3 US locations. Candidate will proactively implement and oversee policies and procedures to ensure service levels are met. In addition, the ideal candidate will possess the following attributes:
Adaptability to work in a fast paced and changing environment
Detail oriented and committed to constant follow up
A mindset of continuous improvement in efficiency of support, processes, customer satisfaction, and the application of tools for monitoring, management and optimization
Openness and honesty with everyone they interact with
A commitment to developing others
Dedicated to creating a culture of exceptional customer service
Essential Functions
Manages the development, deployment and scheduling of an effective, highly reliable Service Desk and Desktop Support Team consistent with ITIL standards and objectives.
Manages the development and management of desktop and laptop computers within the company, maximizing the manageability and deploy ability of all end-user computing platforms. Including, selection, maintenance, upgrades.
Work with vendors and purchasing department to maintain inventory of equipment needed to meet the computing needs of all employees.
Manages the deployment of OS and application patches
Provides for the ongoing monitoring of all infrastructure and business application systems with a focus on rapid identification, response, escalation, and correction of issues impacting profit-generating activities by internal and external customers.
Make recommendations on the hardware that is needed, maintain the inventory of computers, printers and parts necessary to resolve customer issues in a timely manner.
Responsible for the initial receipt and investigation of Customer Support issues relating to computer desktop support; including but not limited to Hardware, Operating Systems and Network Connectivity. This includes Software packaging and imaging processes within a multi hardware environment.
Monitors active customer service issues, ensuring the cost effective use of resources while delivering high quality and timely results.
Monitors customer service issues to ensure that they are being resolved within the time allotted by our Service Level Agreements.
Provides hands on support to customers and business partners, assessing their needs, while ensuring that all products and services satisfy stated business requirements.
Promotes effective communications and judicious resource allocation, while ensuring timely delivery of the highest quality services.
Attends appropriate training necessary to keep abreast of changes in applications and hardware
Implements standard procedures, user guides to maintain uniformity.
Ability to manage customer expectations
Ability to produce statements of work (SOW) for projects
Responsible for the initial receipt and investigation of Customer Support issues relating to end-user administration, workflow activity, and desktop administration.
Plans, organizes, supervises and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance.
Provides day-to-day leadership and works with staff to ensure a high performance, customer service-oriented work environment that supports achieving the department’s and the company’s mission, objectives and values regarding team building and employee empowerment; applies process improvement and quality management principles to assigned areas of responsibility.
Responsible for determination of staffing requirements. Coordinates all activities necessary to hire, train and assimilate new staff.
Delegates and assigns work duties to staff, allocates use of available resources, and monitors and assists with work progress.

Required Experience:
8+ years experience in Information Technology, preferably a call center environment; preferably has A+ certification or other Microsoft certifications. ITIL Foundation Certification required, with a working knowledge of ITIL v2 concepts.

Demonstrates appropriate customer service attitudes and services in a variety of work settings
Ability to analyze multiple levels of information required for quality business decisions, draw conclusions and formulate actionable recommendations
Effective and well-developed leadership, planning, analytical, communications, technical and decision making skills
Highly motivated with great organizational skills
Demonstrates appropriate customer service attitudes and services in a variety of work settings
Proficient in word, excel spreadsheets, Internet and presentation software
Demonstrates a results orientation for delivering appropriate products and services in an accurate, complete and timely fashion
Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently
The successful incumbent will possess high energy, drive and a positive attitude; is committed to customer service and teamwork; has the ability to multi-task; and, is focused on achieving results.

Keyword: IT Manager, Service Desk Manager
From: Zensar Technologies

About this company
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Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...