Desktop Manager

Apex Systems, Inc in Montgomery County, MD

  • Industry: Information Technology - Others
  • Type: Full Time
position filled
Job Description Job : 1035658 Apex Systems has an immediate opportunity for a Desktop Manager in Bethesda, MD. This is a long-term contract-to-hire position supporting the federal government, and compensation ranges depending on experience and certifications. If you are interested, or if you would like more information, please contact Alex Paxton at . Responsibilities of the Desktop Manager: Manage a team of 22 Desktop Engineers that support 2,700 end-customers residing in approximately 20 buildings. Conducts technical training and product briefing with customers, vendors and company representatives. Relies on experience and judgment to plan and accomplish goals, lead tasks, manage deskside support tickets involving both Windows and MacOS / devices, and ensures performance against Service Level Agreements (SLAs). Coordinate incident / problem resolution for outages and multi-user issues with the Service Desk. Provides excellent service and customer support onsite and during field visits or dispatches. Oversees the team providing deskside support to end users, including laptop / mobile equipment delivery, user-instructions and troubleshooting. Manages on-site installation, repair, maintenance and testing tasks, sometimes using "remote hands" or "smart hands" techniques. Handle customer escalations that require quick diagnoses of errors or technical problems and proper solutions. Create, document, update, and ensure team compliance with standard operating procedures (SOPs) and knowledge base (KB) articles. Conduct and facilitate regular meetings with team with a focus on improving technical support knowledge and skills. Cooperates with technical teams and shares information across the organization. Gather customer requirements and evaluate the environment to make appropriate recommendations and build positive relationships with customers. Generate and analyze metrics and reports (both required and ad-hoc) to manage team performance and meet customer deliverables and data calls. Required Experience of the Desktop Manager: Experience managing a team of 20 desktop support technicians Ability to work flexible shifts and to adapt to changing work schedules, provide assistance on-call when necessary Experience managing staff to SLAs Desired Experience of the Desktop Manager: Apple Support: experience supporting domain joined Mac devices in enterprise environment Familiarity with GSA environment and administrative processes Additional technical knowledge and / or experience with VPN and Citrix for remote access; images and imaging desktops and laptops; Active Directory, Group policies, and networking; supporting mobile devices Experience supporting and maintaining user account information including rights, security and systems groups. Experience diagnosing and troubleshooting server and network issues Good experience with Microsoft Office Suite including Word, Project, and Excel, Adobe Acrobat Commitment to providing excellent customer service to our customers Ability to work in a fast-paced SLA driven environment and work well in a team setting Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications Familiarity with mobile tools and applications Ability to troubleshoot, test, repair and service technical equipment Education and Certification Requirements: B.S. and 10 years user-centric Windows/Apple IT support and / or IT help-desk experience or the equivalent combination of experience/education ITIL® v3 or v4 Foundations Certification Any of the following certifications: ITIL Practitioner ITIL Service Manager Apple Certified Macintosh Technician Apple Certified Support Professional LPIC-1 LPIC-2 CompTIA A CompTIA Network CompTIA Linux CompTIA Healthcare IT Technician HDI Desktop Support Manager HDI Service Manager Microsoft Certified Solutions Associate: Windows 8 Microsoft Certified Solutions Associate: Windows 7 Microsoft Certified Solutions Engineer Desktop Infrastructure •Candidate must possess or be able to obtain a US "Public Trust" clearance. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178. - provided by Dice

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