Manager, Desktop Support
Overview
kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.
The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.
As our Desktop Support Manager, you will lead a motivated team of desktop support technicians in resolving day to day issues, growing their careers in IT, and mentoring them to provide excellent customer support and problem resolution. You will own all aspects of end user IT, including mobile devices, office AV equipment, desktops, laptops, and software licensing. You’ll also lead the charge in hiring new desktop support technicians to continue building a great team, implement new internal support tools to support your team, and ensure service level agreements are in place and key performance indicators remain within designated ranges as kCura continues to grow.
Responsibilities
- Develop new or enhance existing processes and systems to ensure continued high service level expectations are met and exceeded
- Develop end user training and onboarding plans to increase the technical acumen across kCura
- Assist your team in troubleshooting and resolving problems for all networked devices (desktops, laptops, tablets, cell phones)
- Prepare monthly metric reports and share them with the whole IT staff to show how well the team is doing, and also to identify gaps
- Maintain accurate software and hardware inventory
- Assist your technicians in managing their time and priorities to give excellent end user support
Qualifications
Minimum Qualifications:
- 2 years management experience with a technical support background
- Enthusiasm for technology, systems, and customer support
- Analytical problem solving abilities
- Excellent interpersonal and teamwork skills
- Strong written and verbal communication skills
Preferred Qualifications:
- Knowledge of ITIL processes
- Knowledge of the major players in the ITSM space
- Ability to lead and grow strong teams
- Ability to delegate tasks and mentor reports
- General desktop support knowledge including hardware, software, and networking concepts
- Knowledge of virtualization and cloud concepts
- Logical troubleshooting progression
- Adaptability
- Attention to detail
- Bachelor's Degree or equivalent experience
Supervision:
- Directly accountable for end user hardware, software, and device support.
- Directly responsible for providing support and mentorship to the desktop support team.
- Responsible for keeping SLAs and KPIs within agreed upon ranges.
- Has insight and lends guidance around the overall IT budget, including software, hardware, professional services, and personnel expenses, specifically responsible for end user hardware and software purchased.
- Manage team’s attendance, on-call rotations, and PTO requests.
- Prepare staff performance reviews and salary recommendations.
- Manage the activities of on-site and off-site consultants, as necessary.
Physical Demands and Work Environment:
- May need to work after typical business hours for maintenance or upgrade tasks
About Us
Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you’re ready to grow with us, we’d love to hear from you.