IT Service Desk Manager bei Election Systems & Software LLC

Description

We support democracy.

Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support.

Join the ES&S team where we are crafting the future of voting in the United States!  On our team, you will push boundaries to provide solutions that meet the industry’s ever-evolving needs. Our people apply their innovative perspective to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality.

Summary/Objective: An IT Service Desk Manager or IT Software Manager is responsible for providing strategic and tactical enterprise desktop and systems leadership. This role develops and coordinates all desktop infrastructure, service desk, and application support including legacy applications and VDI. The manager is responsible for managing the implementation, integration, installation and operation of desktops. This role develops, implements, and manages strategic business relationships with key technology vendors and suppliers, internal and external business partners, and collaborates with senior IT management and other key stakeholders to establish goals and deliver desktop and system projects. The manager provides formal supervision and coaching for the desktop and systems/software team while setting vision and direction to inspire and drive continuous improvement of policies, standards and procedures.

Essential Duties and Responsibilities:

1. Hires, trains, and supervises the desktop and legacy systems staff; ensures that the staff is empowered to exercise initiative and work creatively, participates productively in inter-departmental project teams, engages in regular professional development activities, and cooperates and communicates well. Build organizational talent by creating a learning environment that ensures employees realize their highest potential.
2. Effectively plans, designs and develop infrastructure solutions across the organization to ensure the stability of all in house pc and application services.
3. Establishes infrastructure standards, policies and procedures for desktop/service desk, and legacy applications across the organization
4. Develop and implement policies/procedures for daily operational management, including best practices for installing, configuring, maintaining, and troubleshooting system issues
5. Responsible for implementing, monitoring and managing all security related policies, standards and procedures for the desktop, service desk and legacy applications area.
6. Develop and maintain solid understanding of Customer needs and strengthen working relationships with the Service Center, PC support and key stakeholders across the organization.
7. Evaluate desktop, laptop, printers, mobile devices, applications and software requirements and capabilities and make recommendations. 
8. Assess new technology and business trends to deliver cost-effective system solutions and services in support of strategic and operational business plans
9. Establish budgetary requirements for equipment replacement. Evaluate hardware technology product vendors/providers by conducting research and cost/benefit analysis on IT products, services, protocols, and standards in support of desktop/laptop/mobile procurement and development efforts. Negotiate agreements with vendors, outsourcers, and contractors to secure products and services. 
10. Develop, monitor and enforce carrier service level agreements for all data service contracts in their area.
11. Work in partnership with IT leaders on strategic initiatives related to enterprise computing to continuously improve policies, standards and procedures by anticipating issues, providing advice and sharing knowledge and best practices.
12. Sets leadership direction for team in support of 24 x 7 production operations and services.
13. Serves as technical mentor for managers and staff, ensuring optimization of skill set enhancement.

Education: Bachelor’s degree in computer technology or related field highly encouraged; (equivalent years of work experience may be substituted in lieu of degree) 

Experience: At least 8+ years’ experience in PC/Service desk support including:

• 5 + years of People management 
• Desktop/laptop management/administration
• Project Management
• Microsoft Exchange, Office and Active Directory Microsoft Windows Servers, Web Servers, Virtual Desktop, Microsoft Intune and EntraID. 

Competencies:

• Excellent organizational and analytical skills
• Strong Problem Solving/Analysis
• Excellent verbal and written communication skills 
• Personal effectiveness/credibility working with complex projects and multiple constituents
• Ability to work well with people from different disciplines with varying degrees of technical experience

Licenses/Certifications Preferred:

Certified Customer Service Manager (CCSM), Service Desk Manager (SDM), ITIL, CompTIA A+ or CompTIA Network+ certification preferred.

Licenses/Certifications Preferred:

• MCSA certifications in Office 365, SQL Server, Window 7/10, Server 2008/12/16
• VMware Data Center Virtualization certification, VMware Desktop and Mobility certification
• CCNA certifications in Routing and Switching, Wireless and Data Center

Supervisory Responsibilities:

This position has supervisory responsibilities for the Desktop and Service Desk personnel in the IT Department.

Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers; or in an information systems development environment, computer operations facility, data closet, component rack cage and/or similar facilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This role requires availability to work on a rotating seven (7) day schedule. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for extended periods, walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Travel: Approximately 10% travel is expected.

Election Systems & Software, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Election Systems & Software, LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.