Deskside Support Manager
- Military veterans preferred
2019-03-15 SAIC (www.saic.com)
Washington District of Columbia 20024 United States
Seeking a Desktop Manager to support the operation of IT shared services for a large government agency. The Desktop Manager reports to the End User Support Manager and is responsible for the daily oversight of the planning, testing, and troubleshooting of desktop hardware and software.
Primary Location: United States- Washington, D.C.
Potential for Teleworking: No
Job Schedule: Full-time
TYPICAL EDUCATION AND EXPERIENCE:
Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Other Clearance
REQUIRED SKILLS AND KNOWLEDGE:
Knowledge of Microsoft 365, commercial desktop tools, and networks to manage a distributed team of desktop engineers.
Ability to perform shift planning to provide appropriate resources to troubleshoot complex and advanced end-user issues with hardware and software and achieve associated SLAs.
Knowledge of Virtual Desktop Infrastructure (VDI) implementations (e.g. Microsoft and VMware)
Knowledge of commercial service management system tools (e.g. BMC Remedy and ServiceNow) to review the status of all desktop service requests.
Consult with Infrastructure Operations team and Quality Manager on desktop performance, testing, or maintenance issues.
Ability to assist in defining core software image package specifications.
Ability to design and oversee desktop image testing.
Knowledge of agency desktop and network requirements to plan, staff, and oversee all Desktop Install, Move, Add, and Change (IMAC) tasks and achieve associated SLAs.
Report desktop quality metrics to agency, SAIC, and subcontractor management team.
Update Knowledge Database with information related to desktop operations, configuration, or licensing issues.
REQUIRED EDUCATION AND EXPERIENCE:
Experience troubleshooting, testing, and deploying standard endpoint images.
Experience performing supervisory functions and OJT training is required.
Knowledge of ITIL is required. ITIL certification is desired.
Excellent written and verbal communications skills are required.