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Date Added: Fri 04/06/2021

Manager, IT Desktop Services -- Onsite In Lowell MA

Lowell, MA, US
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Job Type: Permanent, FullTime

Description UKG IT Support Services provides highly available, customer centric, onsite and remote technical support services for our employees globally, 24x7. This position has direct responsibility for managing the US based Desktop Support team located at our corporate headquarters in Lowell, MA as well as maintaining overall corporate IT desktop support standards for remote US field offices. The ideal candidate will define the perfect desktop support customer experience and own the strategies to create that experience. The Manager, Desktop Support will be an excellent communicator that finds innovative ways to improve the customer experience. You will identify ways to proactively reduce support requests through automation, documentation, and continuous process improvement. You will work alongside a group of global managers and leaders to define the priorities, track the metrics and key performance indicators within the Desktop Support group. You will represent the voice of the team and your customers when setting and managing priorities. Responsibilities Include o Mentor, train, and develop the US desktop support team with a focus on development, overall team engagement and growth. o Monitor the day to day operations and productivity of the desktop support team, manage team work schedules and assignments as needed based on operational and project workload o Manage US IT asset management hardware inventory, iProcurement ordering, receivables, receipt of shipments from vendors, local reconciliation with corporate services and freight carriers. Providing, tracking, and reporting on accuracy and compliance. o Maintain accurate and current employee hardware inventory including new hire deliveries, termination receipt of old equipment as well as refreshreplacement lifecycles o Oversee, manage, and continuously improve our walk-in and virtual walk-in desktop support service "TechBar" o Develop, document, and enforce standards, process, procedures, policy, workflows, scripts, guidelines, and service level agreements - consistently, across various geographies o Monitor and report staff performance including individual productivity based on resolved ticket volume compare and contrast metrics with historical thresholds and industry-standard benchmarks o Provide rotational 247 on call support and management escalation as needed o Act as an escalation point for the team, end users and key business stakeholders o Must be able to work flexible schedules to cover off hour moves, and maintenance as needed. o Travel to field offices and oversee offsite events when required. Qualifications o Bachelor's degree in a computer science field or comparable work experience o Minimally, 10 total years of professional, hands on, enterprise level IT technical desktop support experience, with technical proficiency in all endpoint software and hardware issues, preferably in a large global workforce. o 5 years or more experience effectively managing and developing technical desktop and VIP support teams. o Strong analysis, technical planning, resource management, organizational, communication and customer centric service skills. o Understanding of ticketing workflow, prioritization matrix, SLA enforcement incident response. Experience with ServiceNow a plus. o Practical hands-on support of Microsoft Windows 10 management and the feature release cycle. o Demonstrated Apple OSX support, experience with managing JAMF or similar solutions a plus o Technologies Office365, Active Directory, WDSMDT, SCCM, Cylance, Big Fix, Dell Data Protection Encryption, Global Protect, Mobile Devices, AudioVisual equipment Corporate overview Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at #removed# EEO Statement Equal Opportunity Employer Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. View The EEO is the Law poster and its supplement. View the Pay Transparency Nondiscrimination Provision UKG participates in E-Verify. View the E-Verify posters here. Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 #removed#.
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