Help Desk / Support Manager

Company Name:
The team is looking for a Help Desk / Sopport Manager to join our team at our headquarters in Newark, NJ. If you are passionate about client technology, technology adoption, have great people and technical skills, and a constant desire for improvement, we are interested in talking to you.

This role is responsible for managing and providing hands on technical support services for internal and external Edison customers, including a wide range of functions such as physical and virtual desktops, end-user applications, mobile device support, collaboration tools and other related technologies. The individual in this role leads a small team of technology support personnel comprised of employees, contractors and vendors. He/she sets the strategy and provides direction to the team while overseeing the implementation of initiatives that provide high quality customer experience. This includes working with vendors, partners and customer groups to identify and remediate defects in products/services. This role is also responsible for setting operational goals, plans and schedules, closely monitoring program execution, driving issue resolution, and ensuring successful achievement of goals within defined budgets. This role requires strong leadership, excellent communication skills, operational management skills, and technical skills.

Lead a team providing end-user computing support across all business units
Interact with and support internal and external customers at all levels including senior management and board members
Assist with ongoing technology adoption throughout the organization and identify areas where additional help is needed
Direct and mentor staff in the day-to-day operation, maintenance, and preventative upkeep of computing environments while providing hands-on assistance wherever possible
Ensure that services provided meet and/or exceed established standards
Develop relationships with business counterparts and periodically measure customer satisfaction across the organization
Direct and assist in the design, testing, deployment, and support of standardized computer images consisting of the operating system and all supported applications
Establish and maintain procedures for the configuration and deployment of all end-user systems and applications
Develop exception policies for addressing non-standard requests and ensure staff is properly escalating such requests for approval
Develop and maintain new hire training programs including quick reference guides for new employees
Oversee desktop security, including data integrity and virus protection as it relates to computing hardware and software
Oversee expansion, replacement, and/or improvement of licenses and contract terms for desktop services, hardware, and software products
Develop and manage appropriate software and hardware asset management procedures including tracking of hardware lifecycle and warranty
Oversee change management policies and procedures for any desktop or infrastructure changes that are performed by the team by following ITIL standards
Ensure all purchases, upgrades and other changes comply with established policy and preferred vendor list
Oversee the fulfillment of customer initiatives/requests and assist wherever necessary
Oversee the planning and implementation of related projects and project plans

Skills and Experience Preferred

At least 5 years of demonstrated hands on experience with focus on service desk operations and client technology management
Outstanding verbal and written communications skills are a must; Candidate must have a strong command of the English language and be able to speak briefly and concisely
Experience working effectively with executive management and board members
Expert knowledge of personal computer fundamentals, Microsoft Windows and Microsoft Office products
Prior experience with desktop, video and voice collaboration tools such as WebEx, GoToMeeting, MeetingPlace, Skype, Google Hangouts, and similar
Expert knowledge operating, configuring and supporting iOS, Android and Windows Phone mobile devices
Prior experience utilizing SharePoint to support business functions
Advanced understanding of AD user and computer management, GPOs, Microsoft Exchange, delegate management, and related disciplines
Prior experience using Microsoft System Center Configuration Manager for packaging and application deployment
Working knowledge of networking fundamentals
ITIL framework knowledge and understanding
Basic project management experience
Understanding of Cloud Computing technology use cases
Experience with Virtual desktop management (preferably VMware Horizon View)
Understanding of backup/restore technologies
Experience with automation as it pertains to user and application configurations
Bachelor?s degree or equivalent work experience
MCSE or similar certification desired

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