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Desktop Support Manager

Portland, United States

Overview:

The Desktop Support Manager is responsible for overseeing the lifecycle management of hardware, managing the ticket lifecycle, and ensuring adherence to technology policies and procedures. This role involves leading a team of Technical Analysts, ensuring the quality of their work, assisting in their professional development, and fostering an open and communicative team environment. This is a fulltime position based out of our Portland, ME office.

You Will:

Hardware Lifecycle Management:

Comprehensive technical knowledge of computer hardware/software including laptops, printers, and smartphone technology along with Microsoft Windows, Microsoft 365 products and other cloud-based technologies.
Oversee the procurement, testing, deployment, maintenance, and retirement of desktop hardware.
Ensure hardware inventory is accurately tracked and maintained.
Develop and implement strategies for hardware upgrades and replacements.
Working with external vendors for hardware procurement, warranty claims, and support services.

Ticket Lifecycle Management:

Manage the end-to-end process of support tickets, ensuring timely resolution.
Monitor ticket queues and prioritize issues based on severity, impact, and defined Service Level Agreements (SLAs).
Analyze ticket data to identify trends and areas for improvement.
Track ticket resolution times, customer satisfaction, and team performance.
Create and provide reporting to the Technology leadership team.

Technology Policies, Procedures, and Standards:

Develop, implement, and enforce technology policies, procedures, and standards.
Ensure compliance with organizational standards, policies and regulatory requirements.
Process change requests and follow change request standards.

Team Management:

Lead and manage a team of Technical Analysts, including hiring, training, scheduling, and performance evaluations while providing guidance and support.
Oversee the quality assurance of the team's work, ensuring high standards are met.
Assist team members in identifying and achieving their performance and development goals.
Conduct regular team meetings to facilitate open communication and address any concerns.
Develop and implement succession planning strategies to ensure continuity of service and leadership within the team.
Promote cross-training among team members to build redundancy, enhance skill sets, and improve team flexibility.

Quality Assurance:

Implement and maintain quality assurance processes to ensure the highest level of support.
Conduct regular audits of support activities and provide feedback for improvement.

Professional Development:

Identify training and development needs for team members.
Provide opportunities for continuous learning and career advancement.
Provide mentorship and guidance to team members to foster their growth and development.
Continuous learning and ongoing professional growth through structured training programs and recognized certifications is strongly recommended.

Communication and Collaboration:

Collaborate with cross-functional teams to ensure seamless IT support and communication.
Communicate effectively with stakeholders to understand their needs and provide appropriate support.
Leading or contributing to IT projects such as hardware upgrades, software rollouts, or office moves.

Additional Responsibilities:

Administration of some IT products and services.
Keep informed about current technological trends and advancements through continuous training and professional development.
Participate in budget planning and management for the desktop support function.
Perform root cause analysis of systemic or recurring issues, identify trends and escalate problems when needed.
Contribute to the development of disaster recovery and business continuity plans.
Other duties and assignments are based on your technical experience and capabilities.

You Have:

Bachelor’s degree in information technology, Computer Science, or a related field.
Relevant certifications such as ITIL and CompTIA A+.
Proven experience in desktop support or a similar role, with at least 3 years in a managerial position.
Excellent leadership, communication, and interpersonal skills.
Strong knowledge of hardware lifecycle management, and ITSM tools such as Freshservice or similar platforms.
Experience with Microsoft 365 applications, such as Office apps, Intune, Exchange & SharePoint Online, Teams, Azure Active Directory including account creation, maintenance, group management and security.
Comprehensive understanding of IT security principles, including Role-Based Access Control (RBAC), multi-factor authentication (MFA), and social engineering threat mitigation.
Ability to manage multiple priorities and work under pressure.
Experience with A/V Equipment, Video Conferencing services and IP Telephony.
Experience managing hybrid and remote teams.

Compensation Details:

The base salary range targeted for this role is $95,000 - $110,000. This salary range represents BerryDunn’s good faith and reasonable estimate of the range of possible compensation at the time of posting. If an applicant possesses experience, education, or other qualifications more than the minimum requirements for this posting, that applicant is encouraged to apply, and a final salary range may then be based on those additional qualifications; compensation decisions are dependent on the facts and circumstances of each case. The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to, years of experience, depth of experience, seniority, merit, education, training, amount of travel, and other relevant business considerations.

BerryDunn Benefits & Culture:

Our people are what make BerryDunn special, and in return we strive to support our employees and help them thrive. Eligible employees have access to benefits that go beyond what’s expected to support their physical, mental, career, social, and financial well-being. Visit our website for a complete list of benefits and a look into our culture: Experience BerryDunn.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process or perform essential job functions. Please contact careers@berrydunn.com to request an accommodation.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

About BerryDunn

BerryDunn is the brand name under which Berry, Dunn, McNeil & Parker, LLC and BDMP Assurance, LLP, independently owned entities, provide services. Since 1974, BerryDunn has helped businesses, nonprofits, and government agencies throughout the US and its territories solve their greatest challenges. The firm’s tax, advisory, and consulting services are provided by Berry, Dunn, McNeil & Parker, LLC, and its attest services are provided by BDMP Assurance, LLP, a licensed CPA firm.

BerryDunn is a client-centered, people-first professional services firm with a mission to empower the meaningful growth of our people, clients, and communities. Led by CEO Sarah Belliveau, the firm has been recognized for its efforts in creating a diverse and inclusive workplace culture, and for its focus on learning, development, and well-being. Learn more at berrydunn.com.

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