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Desktop Services Manager

New York City, NY



The Manager, Desktop Services is responsible for the technical and administrative management of the Firm’s desktop environment, leading a team of Specialists in the maintenance and support of the firm’s desktop infrastructure, remote access, and virtual desktop environments. This role works closely with the Director, Global IT Operations and collaboratively with IT senior management in the development and administration of an overall desktop strategy to support business operations within a complex technical infrastructure.


Responsibilities

Technical:
  • Oversee and manage the Firm’s desktop environment, with a focus on hardware and management and deployment of software, patch management, systems integration and application support
  • Maintain standard images for desktops and laptops using SCCM or similar tools, research alternatives and work with management team on enhancements, resolutions, disk and file encryption projects and initiatives
  • Manage deployment and inventory of end-user devices; oversee software distribution for desktops for both international and domestic offices; develop testing platforms and procedures in support of production releases
  • Review and test new software requests for installation, document integration and plan deployment
  • Lead and manage deployment of software, associated deployment tools and definitive software library
  • Lead and provide the implementation and support of Citrix-based systems; develop and enhance remote access computing solutions consistent with the Firm standards
  • Manage the day-to-day operations of the desktop support staff; address escalations; coordinate with appropriate teams, departments and vendors 
  • Act as senior level technical support for all issues escalated from Level 1 and Level 2, identifying, isolating and resolving escalated issues
  • Develop and document standards related to package creation, patching and infrastructure
  • Create queries and reports to support business functions and audit requests
  • Responsible for oversight of policy updates; patch management; software and hardware standards

Strategic:
  • Evaluate IT policies, processes and procedures; update Director on process changes, identify trends; test and validate new processes and develop management strategy in support of the Firm’s desktop user requirements and security information guidelines
  • Recommend and assist in process enhancements, development of global hardware and software standards and service improvements
  • Provide budget, technical documentation, deliverables on projects to Director as needed
  • Research, plan, install, configure, troubleshoot, maintain and upgrade various applications and software for end-user environments (example: local OS and VDI)
  • Work with User Support and Deskside services teams to maintain a high level of responsiveness and customer service
  • Stay abreast of industry trends through seminars, publications and peer groups
  • Partner with Information Security organization to ensure that Endpoint protection toolset are incorporated into end user computing environment
  • Ensure optimal user experience, user enablement, and customer success
  • Manage the day-to-day operations of the desktop support staff; address escalations; coordinate with appropriate teams, departments and vendors as appropriate
  • Perform supervisory responsibilities including scheduling, coverage, guidance and direction on objectives and projects, evaluating job performance, and coaching


Required Skills
  • 5 plus years of supervisory and technical experience required managing enterprise level end user computing environments
  • SCCM Imaging, Packaging and Deployment, Group Policy
  • Patch Management
  • Windows Desktops 7,10; MS Office 365
  • Experience administering Citrix XenDesktop and/or VMware VDI
  • Experienced with asset management tools and techniques
  • ITIL Process experience (Incident, Problem, Change, etc.)
  • Must possess proven analytical ability and high-level technical background
  • Highly developed analysis and problem-solving skills
  • Ability to prioritize and complete project tasks within required deadlines
  • Experience in measuring and reporting of systems availability and KPIs. Ability to communicate technology design issues to technical and non-technical audiences
  • Ability to effectively communicate information verbally and in writing and present information to individuals or groups
  • Ability to be sensitive to cultural differences among individuals and groups of persons
  • Ability to manage multiple high priority initiatives in a fast paced, highly technical environment managing large scale IT projects across global IT environments
  • Ability to effectively supervise and coach and mentor personnel
  • Ability to apply principles of logical thinking to define problems, conduct analysis and needs assessments and draw valid conclusions
  • Must have a fundamental knowledge of cross platform environments, desktop/device related systems and software; Active Directory applications


Required Qualifications
Bachelor’s degree in Computer Science, IT or related field required


Preferred Qualifications
Proven technical proficiency through industry certifications a plus; MSCE, ITIL v3 Foundations


 
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