Company

SDI Presence LLC is an IT managed services provider (MSP) and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients’ technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram.

Summary

The Senior Desktop Support Manager is responsible for supporting end-user interfacing to the IT environment. As such, he/she leads and manages a team of specialists in delivering outstanding technical and non-technical support in a manner that is both timely and satisfying to the End User. This includes the identification, standardization, and management of procedures related to the resolution of end-user equipment requests and supporting associated Help Desk functions. The Senior Desktop Support Manager also employs excellent organizational and time management skills to meet multiple and simultaneous project demands.

Through a proficiency in hardware/software management, equipment technical support, customer service and ITIL best-practices, and proven leadership skills, the Desktop Support Manager will oversee and, when necessary, refine policy to conform to the client’s Service Level Requirements (SLRs) and Agreements (SLAs). The Senior Desktop Support Manager is expected to be skilled in managing and overseeing all phases of related projects, including support of all Change Management Policy requirements. He/she will demonstrate the skills to effectively negotiate scope changes and to determine how each task should be handled and by whom.

The Senior Desktop Support Manager will manage a team of Senior Desktop Support Specialists, an SCCM Administrator, and Field Service Technicians. He/she will report to the Project Executive.

Responsibilities

• Analyze monthly field service tickets for monthly reporting and continuous service improvement recommendations
• Dispatch field service in accordance with SLAs and manage schedule for 24x7 coverage
• Follow Change Management procedures
• Attend Change Advisory Board as needed
• Develop and document the Standards and Procedures Manual
• Develop and document detailed technical Specifications that define and support the build, test, and deployment plans for the standard Core Software Image(s)
• Define Application Software Image Build and Deployment requirements and policies
• Provide ongoing application packaging planning by understanding the business drivers, values, and assessing the current state and understanding of future application packaging requirements. This would include the definition of packaging and deployment standards, acceptance criteria, and process interfaces for discovery and delivery that reflect both industry best practice
• Work with ServiceNow ITSM developer to automate incident management, problem management and asset management ensuring that required project metrics are captured and reported
• Manage new PC rollouts of 1000+ devices
• Manage large scale OS upgrades to Windows 10
• Monthly SLA reporting
• Quarterly Executive Committee reporting

The End User Computing Manager will manage a team of field/desktop specialists and other resources to deliver the following:

• Recommend Services and standards for supporting the End User Computing environment/End Users
• Maintain accurate asset inventory
• Maintain spare parts inventory
• Verify software configurations and review version levels for hardware under management on a periodic basis
• Deploy and manage desktop and laptop hardware and software
• Deploy and manage locally attached printers, storage devices and miscellaneous peripherals
• Provide desktop/laptop Break/Fix and Level 2 support for hardware as coordinated through the Help Desk
• Provide Incident determination, Root Cause Analysis, and Resolution
• Provide technical assistance for defining Core Software Image(s) Specifications for desktops, laptops, servers, and other in-scope Devices
• Build Core Software Images for devices and servers
• System-level and End User testing of Core Software Image(s) to validate that these perform in accordance with the approved Specifications and can be deployed successfully and operate with all supported applications, hardware, and software
• Manage deployment efforts using formal project management tools, methodologies, and standards (e.g., ITIL change and configuration management practices)
• Deploy approved Core Software Image(s) on applicable devices
• Manage software/OS distribution via SCCM
• Design and build application package and testing: environment including creation of templates and tracking methods to document and enforce processes and standards
• Build and test agreed standard operating environment software configurations (including historical versions if appropriate) based on the functional needs and specifications which may include applications, operating systems, service packs and systems software and hardware drivers, security requirements, and specialist requirements
• Conduct integration testing in a lab environment of the agreed packages on the agreed target operating system images and platforms to ensure that package install, uninstall and repair occurs without significant issue and to documented standards. Obtain End User acceptance and handover final deliverables to the deployment team for release and distribution
• Conduct End User testing of Application Software Image(s) to validate that they perform in accordance with approved specifications and can be deployed successfully and operate with all supported applications, hardware, and software
• Conduct application software deployment reviews and provide results of reviews
• Conduct pre-installation and site survey activities (e.g., Network connectivity, power, data jack preparation) in accordance with the procedures and specific Service Request
• Perform hardware and software IMACs, re-installations, and de-installations in accordance with the specific Service Request, procedures, and other application policies (e.g., security policies)
• Provide standard images for Citrix deployment

Requirements

• 4 year college degree in related field or relative professional experience
• 7+ years of experience managing a 5000+ desktop environment over multiple sites
• Staff management experience of local and field dispatch resources

Required experience within the following areas:

• Large scale, 1000+ rollouts of new equipment
• Managing large scale upgrades from Windows 7 to Windows 10
• SCCM (patching and software distribution
• ITSM management systems and reporting
• Experience with ServiceNow preferred
• ITIL certification a plus

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.