Manager IT Technology Support
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Vernon Hills, IL 60061
The Technology Support department provides IT services for
internal coworkers as it relates to:
§ Coworker desktops and laptops
§ Mobile devices including smartphones
§ Video Conferencing
§ Asset Management (software &
Technology Support Manager ensures that all phases of deskside support,
including installations, upgrades, software, hardware, operating
Key Areas of Responsibility
leadership to individuals on team(s) through coaching, feedback, development
goals, and performance management.
+ Manageperformance of the Technology Support team by driving productivity andimproving the experience coworkers have when interacting with IT.
+ Reviewdaily, weekly, and monthly reports for Technology Support to ensure thatall service level initiatives are being met per department goals andobjectives.
+ Managerelationships with key hardware vendors to include:Lenovo, HP, Symantec, McAfee, Microsoft,Apple, etc
+ Ensurethat all phases of desktop support, including installations, upgrades,hardware, software, peripherals, etc. are properly coordinated, monitored,tracked, and resolved.
for effective talent management to attract, develop and retain staff including
pipeline & succession planning
+ Identifyskill gaps and develop staffing plans to address training opportunities.
+ Planand drive Technology Support related projects and initiatives.
+ Identifyand implement process improvements that will increase productivity anddrive consistency in how support is provided to CDW coworkers.
+ Create& communicate staffing schedules.
+ Monitorall Technology Support ticket queues.
+ Observe/coachsupervisors and coworkers.
+ Firstpoint of contact for management escalation involving Technology support.
+ Approveand sign staff time cards.
+ Collaboratewith other departments to align goals, objectives, and resources.
+ Addressissues of diverse scope where analysis of situations and/or data requiresevaluation of a variety of factors, including an understanding of currentbusiness trends.
and regularly review current organizational structure, ensuring alignment to
departmental and business strategies.
+ Workoff hours and weekends as business needs dictate.
+ Addressemergency issues from home when necessary.
+ Carrysmartphone for off hours support.
+ Travelas needed up to 25%
degree in a technology related discipline; OR a combination of work experience,
education and training equivalent to a four-year college degree in a technology
years of experience in a Helpdesk or Desktop Support Supervisor or Manager role
in an enterprise environment (5000+clients)
years related IT work experience
Other Required Qualifications
to work with minimal supervision.
knowledge of PC hardware and software installation, configuration,
troubleshooting, and repair.
working knowledge of Microsoft operating systems and software products.
verbal and written communication skills with the ability to effectively
interact with all stakeholders including senior leadership.
record of balancing competing priorities with the ability to adapt to the
changing needs of the business while meeting deadlines.
experience leading projects, effectively delegating responsibilities and
record in developing and implementing long term desktop strategies and
of building and maintaining productive cross-functional relationships with key
stakeholders and business partners.
attention to detail and creative problem-solving skills.
ability to attract and retain a successful talent pool.
to work off hours and weekends as required.
capabilities to work from home when needed.
years of Manager or Supervisor experience in an enterprise environment
years’ experience managing large rollouts and mass deployments of PC and Apple
desktops and laptops.
years working experience with developing, updating, and managing hardware build
process and procedure
years’ experience managing capital planning around hardware/software used in an
years’ experience with expense planning and forecasting for an IT Service Desk
or desktop environment.
§ Certified Desktop
Support Manager (HDI)
§ ITIL v3
Manager IT Technology Support
Vernon Hills, IL