Desktop Support Manager
Vivo Inc. - Newark, CA

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Our client, an industry-leading Silicon Valley company, has hired Vivo to help in its search for a Desktop Support Manager. This is a direct hire opportunity.

The Desktop Support Manager - End-user Technologies is responsible for the day-to-day support, management, and technical leadership of the end-user technologies, ranging from end-user software (windows, Mac, etc.) and hardware (laptop, desktop, scanner, printer, etc.). Global coverage includes the HQ site, key sites as well as remote users at other offices and home workers. On-call on weekend/holiday if needed.

Manage end-user technologies team, who troubleshoot, test, and resolve complex end-user technical issues/problems, ranging from software (Windows, Mac, etc.) and hardware (laptop, desktop, accessories, etc.)
Resolve complex technical issues/problem
Single point of contact for escalation and prioritization of end-user technologies
Create, maintain, and execute desktop and laptop IMAC processes (install, move, add, and change)
Design, implement, package, and distribute end-user software/hardware
Evaluate, test, patch, and upgrade end-user software/hardware
Ensure the end-user software/hardware are secure, including monitoring, managing the end-user client security, and removing virus
Manage the end-user technology lifecycle, ranging from technologies refresh/purchase management, order processing, asset management, support contract & maintenance
Research and test end-user technology solutions providing functional and technical written evaluations
Develop, organize, and maintain standard operational procedures
Ensure that end-user technologies standards are understood and followed
Collaborate with infrastructure, architecture, security, and development teams to provide implementation blueprints, industry best practices, and vendor product guidelines
Prioritize work efforts, multi-task in a very fast-paced environment, and provide timely and clear updates
Assist management with budgeting, resource allocation, task distribution, delivery management, risk management and other project management tasks
Trains service desk on software packages and standard procedures as required

BA/BS Degree or equivalent experience in related field
8+ years of hands-on experience supporting Windows Desktop Enterprise technologies (e.g. Windows XP, Windows 7, SCCM, AD, etc.)
Hands-on experience supporting Mac OS X in the enterprise preferred
8+ years of hands-on experience on software packaging and distribution technologies and building OS images using SCCM, etc.
3-5 years of hands-on experience with client security required (e.g. endpoint protection, endpoint encryption, etc.)
5+ years of client lifecycle management (refresh, procure, asset mgmt., etc.)
5+ years of ITIL processes experience: Service Desk, Incident, Service Request, and Problem Management in a global company
5+ years of basic project management/time management
5+ years of vendor engagement
Active Directory knowledge. Administration and management
Must have effective communication, problem-solving skills, and attention to detail
Ability to work independently and with global team
Ability to handle multiple tasks simultaneously
ITIL qualification preferred
Ability to work under pressure in a fast-paced work environment
Ability to work flexible hours as required to manager 24/7 team

Vivo Inc. - 10 months ago - save job - copy to clipboard
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MoboVivo is targeting the business traveler, the early adopter, the urban parent, children, youth, university students, and yoga moms. Do...