Desktop Support Manager

Reports To: Director of Information Technology

Primary Function: The Desktop Support Manager's primary role is to deliver exceptional technical support utilizing technical and leadership skill sets. In addition, manage daily operations of the Desktop Ticketing System and Desktop Support team. Work strategically to constantly improve support services for internal and external clients.

Education: Four-year degree or equivalent experience

Qualifications:

• Excellent communication skills
• 5+ Years as Support Desk Manager in 500+ User Environment
• 5+ Years' supporting Microsoft 365 including OneDrive
• Ability to analyze and report on Support metrics

Essential Functions:

1. Provide outstanding support to all departments

2. Oversight of Case Tracking and Change Management

• Analysis and recommendation for recurring issue resolution.
• Responsible for documenting and tracking change management

3. Administrator for 365 Users

• Establishing New Hire AD Accounts
• Manage 365 licenses

4. Technology Department Purchasing Oversight (Commodity Purchases)

5. Train End users on OneDrive, SharePoint, and Teams

6. Technology Department Projects

• Communicate strategic new initiatives to the stakeholders and leadership
• Emergency communications
• Manage software licensing
• Manage desktop inventory
• Assist company-wide for Technology Implementation projects
• Assist company-wide for other Technology projects including server room gear, office renovation and relocation.

11100 W. Broad Street · Glen Allen, Virginia 23060 · Phone 804.648.5881 · Fax 804.697.3479