Manager Desktop Services chez Aventiv Technologies

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 Job Purpose: The Manager, Desktop Services provides immediate supervision to a unit or group of operational/technical employees in support of the Desktop Services team. This individual is responsible for leading the IT professionals who support IT Enterprise Systems and emerging capabilities as identified within the portfolio. Ensures accountability and stewardship of company resources (operational, financial, and human) in compliance with departmental standards and procedures.

Essential Duties:

• Lead, mentor, and develop a team of desktop support technicians, fostering a positive and productive work environment.
• Conduct regular performance evaluations, provide feedback, and implement professional development plans.
• Assign and prioritize tasks, ensuring efficient workflow and timely resolution of support requests.
• Manage team schedules, including on-call rotations and after-hours support.
• Oversee the daily operations of the desktop support team, ensuring adherence to service level agreements (SLAs), Operating Level Agreements (OLAs), and quality standards.
• Monitor and analyze support metrics, identifying trends and areas for improvement.
• Manage escalated support issues, providing expert guidance and resolution.
• Ensure consistent and effective communication with end-users regarding support requests and resolutions.
• Manage and maintain the organization's desktop hardware, software, and peripherals.
• Develop and implement standardized desktop configurations and deployment processes.
• Manage software licensing and asset inventory.
• Oversee the deployment of operating system and application updates.
• Identify and implement process improvements to enhance the efficiency and effectiveness of desktop support services.
• Develop and maintain documentation, including knowledge base articles, standard operating procedures (SOPs), and user guides.
• Implement and manage desktop support tools and technologies.
• Implement automation when possible.
• Lead and manage desktop-related projects, including hardware and software deployments, system upgrades, and office moves.
• Develop project plans and timelines.
• Coordinate with other IT teams and stakeholders to ensure successful project completion.
• Manage relationships with desktop hardware and software vendors.
• Evaluate and recommend new desktop technologies and solutions.
• Ensure compliance with security policies and procedures related to desktop systems.
• Implement and maintain security controls for desktop environments.
• Participate in security audits and assessments.
• Track expenses and ensure cost-effectiveness.
• Perform other related duties as assigned or required.

 Knowledge, Skills, and Abilities:

• In-depth knowledge of desktop operating systems (Windows, macOS, Linux), hardware, software, and peripherals.
• Understanding of desktop management tools and technologies (e.g., SCCM, Intune, MDM).
• Familiarity with ITSM frameworks (e.g., ITIL).
• Knowledge of service desk operations and incident management.
• Understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Knowledge of security best practices for desktop environments.
• Familiarity with software licensing and asset management.
• Knowledge of project management methodologies and best practices.
• Ability to lead, mentor, and motivate a team of technical professionals.
• Skill in performance management and employee development.
• Ability to delegate tasks and prioritize workload.
• Ability to analyze complex technical issues and develop effective solutions.
• Skill in identifying and resolving root causes of problems.
• Ability to analyze support metrics and identify trends.
• Excellent written and verbal communication skills.
• Ability to communicate technical information to non-technical audiences.

 Minimum Qualifications:

• High school diploma or GED
• 3+ years of progressive experience in desktop support to include supervisory experience.
• Demonstrated experience managing a team of technical professionals.
• Experience with desktop operating systems (Windows, macOS), hardware, and software.
• Experience with IT service management (ITSM) tools and processes.
• Solid understanding of desktop support principles and best practices.
• Familiarity with desktop management tools (e.g., SCCM, Intune, MDM).
• Basic understanding of networking concepts.
• Ability to troubleshoot complex desktop issues.
• Strong leadership and communication skills.

 Preferred Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• Industry Certifications such as: CompTIA A+, MS Certified MDAA, M365 Certified EAA, ITIL 4, ACSP

 Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment  
• Occasionally may need to reach, stoop, or kneel  
• May be required to lift up to 25 pounds

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $102,556.53 - $128,604.63 per year (compensation amount will be set based on experience) 
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.