Manager of Desktop Support

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

TITLE: Manager of Desktop Support

DEPARTMENT: 937 – GO End-User Services

JOB SUMMARY

The Manager of Desktop Support will oversee all desktop support staff remotely deployed at the bank charters, ensuring end-users are receiving exceptional service. This role will manage and implement procedures for identifying, prioritizing and resolving incidents and requests. The Manager of Desktop Support is also responsible for monitoring, tracking and coordinating all desktop support functions, according to industry best practices, ensuring the highest level of customer service.

ESSENTIAL FUNCTIONS

• 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 defined service level agreements (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 and in compliance with organizational standards.
• 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.

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 (ITSM) frameworks and methodologies, such as 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.

WORKING CONDITIONS

• Duties are performed in a professional office environment.

SALARY & BENEFITS

The minimum salary range for this position is [0.00-0.00] annually. [PH1] The actual starting salary will be based on qualifications and business needs and may vary, as permitted by applicable state law.

This position is a regular full-time position and individuals employed as regular full-time are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance

At QCR Holdings, Inc. we are committed to fostering and preserving a culture of inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger.

QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status.

It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.