Date PostedJanuary 10, 2023
Expiration dateMarch 13, 2023
We are looking to hire a Desktop Support Services Manager in Arden NC. Looking to grow a career with us? join us now.
Post: Desktop Support Services Manager
Work Location: Arden, NC, US, 28704
Job Type: Full-Time
Information Technology: Manager – Desktop Support Services
Yellow is looking to hire a Manager of Desktop Support Services to join the Infrastructure team. This candidate will lead the team and provide technical support to end users at our Asheville Distribution Center as well as remote users. This includes installation, configuration and troubleshooting of endpoints and general electronic devices support from both a hardware & software perspective, dispatch service requests, and work with appropriate escalation points as defined by the policies within the Information Technology department.
Manage the Desktop Support team in the Asheville Distribution Center and activities associated with identifying, prioritizing, and resolving issues using best practices and ticketing system
Responsible for assuring users are provided efficient and timely second level support
Create, document and update processes and knowledge base articles to resolve issues efficiently and effectively
Lead small/medium projects such as technology upgrades, new hardware and software deployments
Serve as the escalation contact for all related support issues and provide after-hours support when necessary
Ability to manage multiple high priority initiatives and/or issues in a fast-paced environment
Partner with third party vendors for deployments and to quick resolve issues
Provide onsite and remote technical support for end users
Management of all endpoints including laptops, desktops, printers, RF scanners include mobile devices (Troubleshooting complex hardware and software issues, imaging of desktops and laptops, hardware, and software upgrades/deployments)
Active Directory administration
Microsoft Office 365 Administration
Ensure security updates are up to date for all endpoints.
Work with application owners on remediation of vulnerable software
Generating reports for hardware and software inventories, new or aged vulnerabilities etc.
Keeping track of all work assigned and ability to provide updates to management
Contribute suggestions for improvement
Partner with IT Teams on business initiatives
Experience with enterprise desktop deployments and management, including application package development and enterprise system refreshes
Experience with desktop hardware, software applications, operating systems and network connectivity in a large multi-site enterprise environment
Ability to solve complex hardware and software issues
Mobile and tablet device troubleshooting and configuration skills (IOS and Android); InTune is a plus
Strong foundation in Microsoft Windows & Microsoft Office environments: Microsoft Windows 10, Microsoft Office 2016, Office 365
Active Directory: User & group administration for Windows domain networks. Familiarity with group policy application in a corporate environment
Experience with SCCM, Network Essentials and VOIP is a plus
Excellent customer service, interpersonal skills, and strong problem-solving skills
Good written and verbal skills
Ability to handle difficult and complex issues
Highly organized and able to multi-task
Ability to prioritize workload
Ability to balance the demands of a hands-on, just-in-time Distribution Center environment with those of a more deliberate, policy-focused corporate environment
Education and Experience:
Bachelor’s Degree in technology related major is preferred
A minimum of 5 years support services experience in IT Helpdesk and/or Desktop Support operations and 3 years of experience managing a support desk team
Experience in Microsoft environments of 50-300 end users
We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.
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