Desktop Engineering Manager

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

Title: Desktop Engineering Manager

State Role Title:Desktop Engineering Manager

Hiring Range: $80,000 - $85,000

Pay Band: UG

Agency: Attorney General & Dept of Law

Location:Office of the Attorney General

Agency Website:https://www.oag.state.va.us/

Recruitment Type: General Public - G

Job Duties

The Deskside Support Manager’s role is to oversee all Deskside Support staff and ensure that end users are receiving the appropriate assistance within the agency’s end-user computing environment in a timely and accurate fashion. This includes supporting and maintaining in-house audio-visual equipment and non-print media assets; supervising and maintaining the agency’s repository of software applications; and actively managing hardware and software assets within the agency. The Deskside Support Manager is also responsible for planning, designing, and analyzing the agency’s deskside support team according to best practices, while ensuring high levels of customer service quality and availability. This includes the responsibility of managing policies and procedures related to identification, prioritization, resolution, and escalation of incidents to ensure consistent service levels and quick resolutions. This individual is also responsible for staffing capacity planning; service process design; performance analysis; developing proactive resolution plans; implementing workarounds; installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance; and conducting trend and root cause analyses. The Deskside Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. The Deskside Support Manager is also responsible for planning, packaging, coordinating, and deployment of the processes required for the provision of user applications and systems necessary for agency operations. This includes planning, monitoring, and recording software licenses and/or hardware assets to ensure compliance with vendor contracts, along with developing and making recommendations to improve procedures for tracking agency assets to oversee quality control throughout their lifecycles.

Minimum Qualifications

• Extensive application support experience.
• Extensive technical knowledge of computer hardware, including internal components.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Working knowledge of a range of diagnostic utilities.
• Experience with desktop and server operating systems.
• Direct, hands-on 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.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.

Additional Considerations

• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Certification in ITIL.

Contact Information

Name: OAG Recruitment

Phone: [phone]

Email: [e-mail]

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.