Desktop Support Manager

Requirements

Education

• Bachelor's Degree or Diploma in Information Technology, Computer Science or related field preferred
• ITIL Foundation
• Microsoft Certified
• CompTIA Network +
• CompTIA Security +

Experience

IT Support Experience

• A minimum of 5 - 8 years' experience in a desktop support, helpdesk or IT Technical Support environment (strong background in troubleshooting of hardware, software and network issues)

Leadership and Management Experience (2 - 5 years)

• Experience in a supervisory or managerial role within IT support
• Proven ability to lead a team, delegate tasks, and manage IT operations effectively

IT Service Management & Process Improvement

• Experience working with ITIL frameworks, Service Level Agreements and incident management
• Track record of implementing IT support best practices and optimizing support processes

Enterprise IT Environment Experience (Advantageous)

• Familiarity with enterprise-level IT infrastructure, remote support and cloud-based systems
• Experience with Active Directory, system administration, IT security policies and software deployment

Technical Knowledge | Competencies

• Advanced hardware and software troubleshooting skills
• Expertise in Windows, macOS and Linux operating systems
• Knowledge of end-user computing technologies including desktops, laptops, printers and mobile devices
• Familiarity with remote support tools (eg. TeamViewer, AnyDesk, Microsoft Remote Desktop)
• Understanding of TCP / IP, DNS, DHCP, VPNs and Wifi Networks
• Ability to troubleshoot network connectivity issues
• Experience with Active Directory (AD), Group Policy, and user account management
• Strong knowledge of ITIL frameworks and incident, problem and change management
• Experience using ITSM tools (eg. ServiceNow, Jira, Freshdesk, ManageEngine)
• Ability to define and manage SLAs and OLAs for IT support services
• Understand endpoint security, antivirus and patch management
• Knowledge of software licensing management and compliance
• Proficiency with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

Duties and Responsibilities

Strategic Direction

• Assist with input into the EUC technology, strategy roadmap, and standards
• Drive continuous improvement in the environment to ensure improved customer experience, reliability and stability of the environment
• Improve the Desktop environment by gathering feedback on any IT related challenges on the Desktop and Business Applications environment
• Ensure alignment to IT Strategy and roadmap
• Provide technical advice and assistance on deployment of the organisation's standards, procedures and policies to service providers
• Translate business needs into technical requirements

Operations

• Provide hands-on technical support to the organisation's users
• Provisioning and maintenance of a test lab for Microsoft and Application patching and testing
• Maintain the value of the test environment by testing new images, Microsoft and Application patching and testing before production rollout
• Elimination of business disruption due to the testing of Microsoft and Application patching and upgrades through the effective utilisation of a test lab environment
• Assist with the maintenance of infrastructure e.g. Video / Audio etc. in the boardrooms
• Management of key building related infrastructure including boardroom and training room management; unified comms, including video conferencing; cabling
• Test boardroom's equipment before board meetings
• VIP support during board meetings and otherwise as requested on hardware and software
• Troubleshoot LAN network
• Assist with setup / configurations of telephony enabled devices
• Ensure all calls / actions involved are logged in the Service Desk System for reference
• Implement and maintain a knowledge base for all desktop support issues
• Only rollout of supported / licensed applications and approved versions of Operating Systems
• Continuously investigate new Desktop Technologies and tools to alleviate issues
• Provide quality IT Support to the organisation's users by continuously improving on current process and procedures
• Assist with the technical testing of newly implemented software and hardware where required, to address business requirements
• Share approved new processes and procedures with the rest of the Desktop Engineers
• Act in an advisory capacity for technicians on complex technical issues
• Compile, contribute to and review the Service Desk / Desktop Engineers knowledge base
• Knowledge sharing with all team members
• Adhere to the ITIL processes
• Adhere to IMACD process (machine provisioning, AD requirements)

IT Project Execution

• Participate in the execution of projects against project plan where required
• Assist with the handover of project initiatives to production with the associated support documentation created
• Provide input to progress reports

People Management

• Appraise Desktop Engineers performance continuously, provide feedback and escalate to HOD for corrective actions
• Escalate non-conformance
• Pulling in resolvers to assist with incident resolution
• Create a cohesive team culture

Financial Management

• Identify cost optimization initiatives

Governance and Compliance

• Ensure that all calls actioned / involved in is logged in the Service desk System for reference
• Create reports on team performance when required for KPI discussions

Security