Deskside Support Manager - End-User Computing

Attorney General & Dept of Law; Richmond (VA); On-site; USD 80,000 - 85,000; Full time

Job summary

Attorney General & Dept of Law in Virginia seeks a Desktop Engineering Manager to oversee the Deskside Support function and drive excellence in end-user computing. You will supervise staff, manage asset repositories, and ensure timely support across desktop and server environments.

The role requires extensive technical knowledge, strong project management, and hands-on incident resolution. Office location is the Office of the Attorney General with a focus on delivering high service levels.

Qualifications

• Extensive application support experience.
• Extensive knowledge of computer hardware and internal components.
• Hands-on hardware troubleshooting experience.
• Working knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals and OEM guides.
• Working knowledge of diagnostic utilities.
• Experience with desktop and server operating systems.
• Direct experience with automated software deployment and workstation management tools.
• Proven experience in overseeing the direction, development and implementation of software solutions.
• Good project management skills and/or substantial exposure to project-based work structures.

Responsibilities

• Oversee Deskside Support staff and ensure timely, accurate end-user assistance.
• Maintain in-house audio-visual equipment and software asset repository; manage hardware/software assets lifecycle.
• Plan, design and analyze Deskside support processes for high service levels.
• Manage incident identification, prioritization, resolution and escalation procedures.
• Staff capacity planning and service process design; performance analysis and proactive resolution planning.
• Install, diagnose, repair and upgrade end-user devices to ensure optimal workstation performance.
• Provide hands-on support for escalated problems and contribute to user applications deployment.

Skills

Deskside support

Hardware troubleshooting

End-user computing

OS & server knowledge

Project management

Customer service

Education

College degree in computer science

ITIL certification

Tools

Automated software deployment tools

Workstation management tools

Job description

Attorney General & Dept of Law in Virginia seeks a Desktop Engineering Manager to oversee the Deskside Support function and drive excellence in end-user computing. You will supervise staff, manage asset repositories, and ensure timely support across desktop and server environments.

The role requires extensive technical knowledge, strong project management, and hands-on incident resolution. Office location is the Office of the Attorney General with a focus on delivering high service levels.