Deskside Support Manager
The Team: Fueling the technologies that drive our products and support our company’s infrastructure, the Technology team consists of talented developers, network architects, and IT experts who help make technology one of Morningstar’s core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating positive user experiences. From Agile methodologies to mobile applications, to software as a service (SaaS) delivered from our private cloud, we push technology’s boundaries to build scalable, elegant solutions that help investors reach their financial goals.
The Role: As the Desktop Support Manager, you are primarily responsible for managing all aspects of the second line support team based in North America; currently 12 people. You will drive the improvement of our services and ensure excellent customer service is delivered to a high level to our employees. This role reports to the Employee Technology and Service Desk Manager and is based in our Chicago office.
+ Be the point of contact for high priority problems and issues, making sure they are resolved as quickly and efficiently as possible, and working on solutions to eradicate repeat problems for the future
+ Motivating and instilling a professional ethos and pride within the team
+ Continuous improvements from customer feedback
+ Conducting regular one-to-one meetings with the team members to drive performance
+ Ensure development of and team adherence to processes and policies
+ Hold regular workload management meetings with the team to ensure work is being allocated appropriately and that the team is meeting its objectives both within the business and for the customer
+ Manage our audio-visual systems throughout North America
+ Work closely with other global desktop support managers on IT projects
+ At least 3 years’ experience in managing a second line desktop support team in an organization of at least 1,000 employees
+ Good knowledge of ITIL framework including ITIL Foundation Certification V3
+ A high level of accountability and the ability to prioritize and delegate is essential
+ Ability to meet tight deadlines
+ You must be able to demonstrate the ability to thrive within a fast paced, demanding support environment whilst maintaining high standards and a customer centric approach
+ You must be a self-motivated professional with excellent communication and documentation skills and be very well presented as you will be an ambassador for the company
+ Strong leadership and decision-making skills
+ Excellent problem-solving skills
+ Outstanding customer service skills
+ Experience of supporting and using Windows 7 and Windows 10 Enterprise, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
Morningstar is an equal opportunity employer.
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