Head of Desktop Support & ITSM Excellence

QCR Holdings, Inc.; Moline (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

FSA

HSA

401K

Employee Stock Purchase Plan

Paid Time Off

Paid Holidays

Voluntary Supplemental Insurance

Job summary

QCR Holdings, Inc. is seeking a Manager of Desktop Support to lead remotely deployed desktop support staff across bank charters, ensuring top-tier end-user service.

You will implement efficient incident and request management, monitor tickets, and coordinate cross-team efforts to resolve complex issues. Responsibilities include guiding staff, maintaining asset inventories, planning upgrades, and tracking performance metrics to drive service quality.

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field (or equivalent work experience).
• Proven experience in managing and leading desktop support teams, preferably in a relevant industry or organization.
• Strong knowledge of IT service management (ITIL).
• Proficiency in incident and problem management processes, including identification, prioritization, and resolution.
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users, stakeholders, and technical teams.
• Strong analytical and problem-solving skills, with the ability to identify and address support bottlenecks and implement proactive solutions.
• Experience in utilizing desktop support tools and technologies, such as ticketing systems, remote support tools, and Microsoft InTune.
• Familiarity with IT infrastructure components and technologies, including networks, hardware, software, and databases.
• Experience in managing hardware and software inventory and conducting technology assessments and procurement.
• Proven ability to adapt to a fast-paced and changing environment, managing multiple priorities and projects simultaneously.

Responsibilities

• Manage and lead a team of desktop support staff, providing guidance, support, and supervision to ensure high-quality customer service.
• Develop and implement desktop support procedures, guidelines, and best practices to streamline incident and request management, ensuring timely and effective resolution.
• Monitor and track desktop support activities, including incident tickets, service requests, and problem tickets, to ensure adherence to SLAs.
• Coordinate and collaborate with other IT teams and departments to resolve complex incidents and elevate issues to appropriate levels when necessary.
• Maintain an up-to-date inventory of desktop hardware, software and peripherals, and ensure proper asset management tracking
• Plan and execute hardware and software upgrades, desktop deployments, and technology refresh cycles to keep end-user equipment up-to-date
• Analyze desktop support performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take appropriate actions to improve service quality.
• Oversee the selection, implementation, and maintenance of desktop management tools and technologies to enhance service delivery and operational efficiency.
• Develop and deliver training programs and knowledge-sharing initiatives to enhance end-user self-sufficiency and knowledge of desktop technologies.
• Stay informed on industry trends, best practices, and emerging technologies related to desktop support, and propose and implement relevant improvements accordingly.
• Provide on-site or remote support to end-users to help resolve escalated problems.
• Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects.
• Evaluate performance, administer quarterly touch points and deliver performance evaluations.
• Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture.
• Understand and administer compensation based on a pay for performance philosophy, including merit increases and variable pay.
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Foster and preserve a culture of inclusion.
• Additional duties and responsibilities may be required to support the company’s mission, vision and values.

Skills

Team leadership

ITIL knowledge

Incident management

Communication skills

Analytical thinking

Prioritization

Stakeholder collaboration

Education

Bachelor's degree in IT/CS

Equivalent work experience

Tools

ITSM ticketing systems

Remote support tools

Microsoft InTune

Network fundamentals

Asset management tools

Job description

QCR Holdings, Inc. is seeking a Manager of Desktop Support to lead remotely deployed desktop support staff across bank charters, ensuring top-tier end-user service.

You will implement efficient incident and request management, monitor tickets, and coordinate cross-team efforts to resolve complex issues. Responsibilities include guiding staff, maintaining asset inventories, planning upgrades, and tracking performance metrics to drive service quality.