Desktop Operations Manager I – Partial Remote

Responsibilities:

This role provides management of the day-to-day operations for the Desktop Services team.

Manager will track and respond to ticket SLAs and deliverables of the team.

Strive to improve the global desktop end user experience.

Look for areas within Desktop Operations to analyze and implement cost/resource savings opportunities.

Focus on strategic initiatives to improve customer success and experience.

Will report to Ops Manager II, and collaborate on intake/assignment/status of special initiatives and projects specific to Desktop Services team. 

Main responsibilities include:

• Day-to-day operations management of the Desktop Services team; supervise request process from initial call to resolution.
• Support the team as needed to identify gaps from a technical/troubleshooting skill perspective
• Develops team annual performance goals and monitor progress on individual development plans
• Manage and review the approval and purchase of all 3 rd party software and IT purchases
• Regularly monitor and report on the status of Desktop operations and assigned projects
• Collaborate with IT manager colleagues on a regular basis, to identify gaps in troubleshooting methods, procedures, and policies.
• Help support all Cartus standards, i.e.

  Security compliance and standard configurations.

• Exercise independent judgment in the planning, scheduling, organizing, controlling and monitoring of projects.
• Maintain documentation standards as required
• Oversees accurate tracking of Desktop assigned assets

Success Factors/Performance Indicators:

• Previous experience in the support/migration within the Microsoft product suite
  – specifically Office 365, Azure cloud, and migration from on prem VDI to Windows Virtual Desktop is a plus.
• Previous experience supporting Microsoft TEAMS for Unified Communications/dial tone is a plus.
• Have high regard for customer service
• Provide accurate and timely reporting of project status and results
• Ability to learn and adapt to changing technologies and business needs
• Excellent written and oral communication skills
• Proven ability in notifying and organizing stakeholders to coordinate efforts to resolve critical service affecting issues.
• Ability to remain productive and engaged in a primarily remote/home office setting, ensuring home workspace is health-minded and designed for efficiency.
• Must be able to handle a multi tasked, fast paced environment

Requirements & Qualifications:

Candidate should be local to the greater NY tristate area.

Occasional travel to Danbury, CT may be required.

Education/Experience:

4-year college degree or equivalent work experience as Desktop Manager or similar role for minimum of 5 years.

Remote working requires 50 MB download and 7 MB upload internet speed

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