Senior Deskside Support Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI is looking for an onsite Senior Deskside Support Manager to support a federal customer in the DC Metro area.  This individual supervises a large team of Deskside Support technicians. Candidates for this role must have deep over-arching technology experience, and experience leading Managed Services desktop support teams, and implementing Deskside Support automation tools.  The “right-fit” potential must also maintain a strong work ethic, ensure all issues are appropriately addressed, documented, and swiftly resolved; and be able to take on daily (competing) priorities. The best candidate must be able to manage and escalate responses for all IT related issues, requests for technical support, establish rigorous ticket queue management best practices, and route issues to the appropriate staff, management, and/or stakeholder as necessary.

 

Duties and Responsibilities:

• Manage schedules and technical coverage given day-to-day operations of Deskside Support.
• Oversee daily operation of a large Deskside Support team, to include support for Corporate University, VIP Executive Support, and Deskside Support in Kansas, Chicago, and Dallas.
• Provide technical leadership, mentoring, delegation, and assist training/development.
• Serve as the lead and escalation point for all aspects of desktop support.
• Develop automation to streamline various help desk tasks including ticket routing, escalation, alerts & notifications, scripted responses, communications, feedback requests, ticket ratings, customer service metric reporting, SLA monitoring, updates/backups, end-user self-help, third-party tool integrations, etc.
• Lead research, evaluation, testing, configuration, maintenance, and support of products and services for the current and future desktop hardware and software environment.
• Manage all end-user incident and request tickets through ServiceNow.
• Compile weekly, quarterly, and annual reports and metrics.
• Provide data and reporting of KPI’s and trends to leadership.
• Ensure the Deskside Support team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
• Provide technical support including troubleshooting software, repair/replacement of desktop PC hardware, laptops, printers (PrintSmart and MFD support), scanners, phones, etc.
• Manage all ticket queues, ticket volumes, ticket trends, and breached tickets.
• Provide oversight and advanced support of tickets escalated from the Service Desk.
• Ensure compliance with quality and service delivery metrics for all services & resources, to meet Service Level Agreements (SLAs). Ensure deskside personnel adhere to all SOPs.
• Ensure a high degree of customer service and adhere to all service management principles by monitoring ticket and reviewing end-user and senior management feedback.
• Excellent interpersonal skills, verbal/written communication skills & the ability to manage multiple competing priorities while balancing team workload are required.
• Attending meetings as determined by the contract.
• Maintain constant flow of communication to all sites, management, and customers.
• Ability to work in a distributed and cross functional team environment.

Qualifications

Education and Years of Experience:

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum 8-10 years equivalent work experience managing a fast-paced Deskside Support and/or Service Desk environment.

Desired Certifications (one or more of the following):

• ITIL 4 Foundation
• ServiceNow System Administration
• CompTIA A+
• CompTIA Network+
• Google IT Support Professional Certificate
• Cisco Certified Network Associate (CCNA)
• Microsoft 365: Modern Desktop Administrator Associate
• HDI Support Center Team Lead (HDI-SCTL)
• HDI Support Center Manager (HDI-SCM).

Desired Skills:

• Experience performing quality assurance responsibilities in support of ServiceNow.
• Understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas.