The Senior IT Solutions Desk Manager will direct and coordinate all daily interaction with the end users via the Business Technology Partners, the Solutions Desk, and the Field Technician staff.
What you will be doing:
- Oversee all aspects of technology support delivered to the end-user community including desktop installs, moves, adds, changes, SLAâs, procurement, stock levels of equipment and parts, etc.
- The IT manager is the central point of contact for all IT related issues.
- Manage Desktop activities for workstation imaging and patching.
- Specify end-user computer (EUC) hardware standards.
- Lead Incident, Problem, and Change Management processes.
- Oversee troubleshooting of ITS request systems and ensures highest level of system availability.
- Administer ITSM Suite and applicable business processes.
- Manage relationships with service providers, business partners, and contractors.
- Lead Business Technology Partners responsible for advising leaders and key stakeholders in the support, projects status, and assist with onboarding new ITS products and services.
- Responds to and resolves breakdowns/issues in an effective and timely manner.
- Provides telephone, in-person and online IT support to managers and corporate personnel.
- Provides updates, status, and completion information to managers and corporate personnel, via voice mail, e-mail or in-person communication.
- Coordinates necessary support efforts.
- Refers major hardware problems to personnel for correction.
- Maintains effectiveness by defining and implementing, strategic deliverables related to information technologies.
- Responsible for creating, initiating, and enforcing policies, and procedures to ensure security and compliance.
- Manages the overall health of the network infrastructure.
- Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises.
- Manages a parts depot to have replacement parts ready at a moment’s notice to resolve system outages.
- Loads appropriate software packages such as operating systems, networking components, and office applications and give full desk support.
- Designs, and implements disaster recovery solutions and backup procedures.
- Responsible for new store rollouts and retrofitting existing locations.
- Project management of financial and operational solutions implementations
- Manages secured private and public wireless solutions.
- Manages cost analysis of products and solutions to maintain competitive pricing in all areas related to IT.
- Manages help desk and related tasks.
- Manages user desktop deployment and maintenance.
- Manages email and anti-virus systems; including Exchange, Office 365, Spam Filtering, Content Filters, etc.
- Manages users and security roles.
- Manages web presence, hosting, deployment and development of web content along with third-party vendors.
- Manages a remote desktop solution to quickly respond to issues and breakdowns. Also, manage remote access and roles for users.
- Manages a cloud-based document solution i.e. Dropbox or similar.
- Accomplishes financial objectives by researching requirements; preparing a budget, purchasing and deploying solutions.
- Maintains quality of service by establishing and enforcing organization standards.
What you need:
- Bachelorâs degree in information systems or related field.
- Six (6) years of professional experience in information systems, desktop/support desk or related field.
- Four (4) years of supervisory experience.
- Any equivalent combination of education and/or experience may be substituted for the above.
- ITIL Certification(s) Practitioner preferred.
- Knowledge of current computer network applications including structure, architecture and standardization.
- Ability to analyze problems and to make recommendations that address maintenance requirements, manpower availability, contractual obligations and Airport Board policies and procedures.
Experience:
- Information Technology: 6 years (Preferred)
- Solutions Desk management: 6 years (Preferred)
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