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Manager, IT Desktop Support

Location:

Lowell - Massachusetts - USA

Function:

Information Technology

Ref #:

2019003342
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Description

Manager, IT Desktop Support

Kronos IT Support Services provides highly-available, customer centric, onsite and remote technical support services for our employees globally, 24x7. This position has direct responsibility for managing the US based Desktop Support team located at our corporate headquarters in Lowell, MA as well as maintaining overall corporate IT desktop support standards for remote US field offices. The ideal candidate will define the perfect desktop support customer experience and own the strategies to create that experience.

The Manager, IT Desktop Support will be an excellent communicator that finds innovative ways to improve the customer experience. You will identify ways to proactively reduce support requests through automation, documentation, and continuous process improvement. You will work alongside a group of global managers and leaders to define the priorities, track the metrics and key performance indicators within the Desktop Support group. You will represent the voice of the team and your customers when setting and managing priorities.

Responsibilities Include:
• Mentor, train and develop the US desktop support team with a focus on development, overall team engagement and growth.
• Monitor the day to day operations and productivity of the desktop support team, manage team work schedules and assignments as needed based on operational and project workload
• Manage US IT asset management hardware inventory, iProcurement ordering, receivables, receipt of shipments from vendors, local reconciliation with corporate services and freight carriers. Providing, tracking and reporting on accuracy and compliance.
• Maintain accurate and current employee hardware inventory including new hire deliveries, termination receipt of old equipment as well as refresh/replacement lifecycles
• Monitor desktop support queue for all US employees, (break/fix, move/add/change work) as well as system purchases, refresh requests and delivering equipment within SLA.
• Technical team escalation contact and liaison to all IT level 3 support teams
• Establishes team consistency across all staff through the implementation of desktop support policies, procedures and standards ensuring conformance with departmental objectives.
• Oversee, manage and continuously improve our walk-in desktop support service “ITBar”
• Ensures team members consistently log all customer incidents, inquires, questions and problems through the Service-Now system and document all solutions.
• Assist in the resolution of user and support issues among various departments across the enterprise to ensure timely distribution of knowledge and positive impact on user satisfaction
• Develop and provide skills to other team members on an as-required basis, through sharing of enterprise applied technical knowledge and mentoring
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
• Develop, document, and enforce standards, process, procedures, policy, workflows, scripts, guidelines, and service level agreements – consistently, across various geographies
• Monitor and report staff performance including individual productivity based on resolved ticket volume; compare and contrast metrics with historical thresholds and industry-standard benchmarks
• Provide rotational 24/7 on call support and management escalation as needed
• Interact with end users and managers to help establish support levels and needs.
• Provide assistance to the service desk as requested by the manager as workload varies with staffing and emergencies.
• Continuously improve VIP support processes, while building relationships with key stakeholders.
• Must be able to work flexible schedules to cover off hour moves, and maintenance as needed.
• Travel to field offices and oversee offsite events when required.

Qualifications

• Bachelor’s degree in a computer science field or comparable work experience
• Minimally, 10 total years of professional, hands on, enterprise level IT technical desktop support experience, with technical proficiency in all endpoint software and hardware issues, preferably in a large global workforce.
• Demonstrated vertical career growth.
• 7-10 years of technical desktop support supervisory or manager experience, required.
• Proven C level executive support model management
• Strong interpersonal, organizational, communication and customer centric service skills.
• Ability to set the tone and pace of a fast-paced work environment with multitasking priorities
• Thorough understanding of trouble ticket management CRM system in a high volume, globally growing service environment. Experience with Service-Now a plus.
• Understanding of ticketing workflow, prioritization matrix, SLA enforcement & incident response
• Demonstrated project and resource management skills while instituting process improvement through various change management techniques and activities
• Ability to establish team and end user trust and confidence in the group’s knowledge, ability and concern for users’ business and clinical needs
• Demonstrated knowledge of current & future PC, mobile & tablet computing technology
• Excellent understanding of IT client infrastructure operations
• Excellent follow-up skills to see task through to resolution and communicate problem status to end users such as notification of completion, notification of delay and explaining rationale.
• Strong analysis, technical, planning, and organizational skills.
• Practical hands on support of Microsoft Windows 10 management and the feature release cycle.
• Demonstrated Apple OSX support, experience with managing JAMF or similar solutions a plus
• Experience with VPN/RDP protocols, thin clients, Active Sync, support of all modern browsers
• Microsoft Office 365 application expertise
• Cylance anti-virus and Dell encryption or similar competency with enterprise security tools
• Enterprise backup and restore features for client operating systems
• Experience with enterprise imaging solutions WDS/MDT, SCCM, Ghost or Altiris
• Hardware: Dell, Apple, Microsoft laptops, desktop and tablets and connectivity to high end, multipurpose printers.
• Support of executive level conference room technologies and presentations
• Technologies: Microsoft, Active Directory, Cylance, Big Fix, Citrix, major IT/Business applications
• Understanding of ITIL processes preferred & v3 or v4 certifications a major plus
• Dell and Microsoft Certifications a plus

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.