Desktop Services Manager - FAI - New York City
Fujitsu - New York, NY

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Title: Desktop Services Manager - FAI - New York City
Location: NY-New York

Other Locations:
Fujitsu America, Inc.provides a complete portfolio of business technology services, computing platforms, and industry solutions. Fujitsu platform products are based on scalable, reliable and high-performance server, storage, point-of-sale, and mobile technologies. Fujitsu combines its renowned platform offerings with a full suite of onshore, near shore and offshore system integration, outsourcing, and datacenter services covering applications, operations, infrastructure, customer service, and multi-vendor lifecycle services. Fujitsu provides industry-specific solutions for retail, manufacturing, healthcare, government, education, financial services, and telecommunications sectors. For more information on Fujitsu America's business scope, visithttp://solutions.us.fujitsu.com/.

We are seeking a Desktop Services Manager for our Desktop Support deparmenter in our New York City, NY location.

POSITION SUMMARY:
Provide professional oversight to new client accounts, manage transitional related activities and project timelines, maintain organizational costs and budgets, and oversee direct reports while enabling resolution to internal and external clients having hardware- and software-related problems with their supported desktop, laptop and/or peripherals. Able to manage and coordinate the solution of complex networking, connectivity, infrastructure, and misaiming problems with upper tier support teams. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-3 technical support for supported desktops, laptops, and peripherals as a final escalation point. This includes the following activities:

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Managing the process around correction of hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
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Managing all software configurations and images.
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Ensure all software configurations are maintained and updated regularly, including troubleshooting, loading and configuring software images, supported applications and drivers
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Develop, Monitor, and Assess information technology and infrastructure programs/project
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Manage all aspects related to Installing, supporting and troubleshooting approved desktop software
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Manage planned maintenance, moves, adds and changes
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Act as the final escalation point for all support services focused around technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
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Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
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Manages the process of creating and maintaining images for standard systems. Works with change committee to process the RFC and seek approval to standard operating environment.
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Recommends hardware and software solutions, including new acquisitions and upgrades
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Determines methods and procedures on new assignments, and provides guidance to other personnel
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Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
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Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution.
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Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers. This includes the following activities:

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Consulting with the Service Desk on support escalation calls
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Able to communicate highly technical information to both technical and non-technical personnel
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Providing Case status updates and root cause analysis to management and end-users
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Providing phone support and diagnostics to remote customers where necessary
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Develops/Manages training programs designed to educate customers about basic and specialized applications
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Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
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Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
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Analyzes problem trends and develops ideas to achieve problem resolution
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Manage Desktop Team to reach departmental, individual goals, and objectives with hiring and firing accountabilities.
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Act as the final team escalation point for service failures

SUPERVISORY RESPONSIBILITIES(if applicable):
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Ability to fill in as acting Director when necessary
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Schedule team to meet customer requirements
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Control overtime costs to meet management requirements
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Provide direction to employees according to established policies and management guidance
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Manages activities of two or more sections or departments through subordinate managers who exercise full supervision in terms of costs, methods, and staffing.
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Accountable for profit and loss management within respective accounts.

QUALIFICATIONS:
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Strong customer service and presentation skills
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Reliability and a strong sense of responsibility
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Ability to manage local / remote teams and own accountability for end results
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Solid technical and analytical skills required. DMS Subject Matter Expert
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Ability to manage multiple IT / Desktop initiatives and deliver projects on-time and under budget
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Strong interpersonal skills in dealing with a wide range of high-profile customers, critical users, all with varying computer abilities from both internal to Fujitsu as well as external clients.
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Coordinate the solution for resolving advanced complex local area network (LAN) and VPN connectivity issues with upper tier support teams

EDUCATION and/or WORK EXPERIENCE:
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Bachelor's Degree or equivalent experience required
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A Certification recommended, MCP/MCSSA preferred, ITIL Certification preferred, PMP preferred
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Team Lead or prior Supervisory experience recommended
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12-years or more of related experience preferred

SPECIAL CONDITIONS:
(Travel, work environment, physical demands, certificates, licenses etc..)

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Ability to travel as required.
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Ability to lift 50lbs (printers, desktop machines, etc).Services
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Desktop Services Manager - FAI - New York City

Fujitsu - 11 months ago - save job - block
About this company
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Fujitsu America believes in the power of information and technology. A subsidiary of  Fujitsu, the company offers a broad portfolio of IT...