"Alerted.org

Desktop Services Manager

Job ID: ATR 17519

Job Description

Job Title: Desktop Services Manager

Job Location: Washington, DC

Eligibility/Clearance: Must be authorized to work in the US

Job Description: The Desktop Services Manager is responsible for leading

a team of technicians to provide escalated support in the Washington DC

office and manage the end-to-end lifecycle of the Firm’s workforce devices and endpoints.

This includes the planning, deployment, and ongoing maintenance /

support of the Firm’s appliances (e.g., laptops, desktops /

workstations, desktop peripherals, mobile devices, printers / copiers).

This role actively partners with cross functional technical and

non-technical stakeholders to align workforce appliances with identified

Firm needs, providing a reliable and efficient technology experience for our lawyers, staff, practice groups, and

clients.

The combination of technical acumen with a relentless customer focus,

communication skills, and a desire to help prevent / resolve issues

enables the Desktop Services Manager to deliver a gold-standard

technology experience.

Qualifications:

Education & Credentials

-College degree is strongly preferred, ideally in Computer Science,

Information Systems, or a related technical discipline.

-Appropriate technical certification(s) are preferred.

Knowledge & Experience:

-7+ years of relevant experience, including 4+ years of team management

and service operations management, ideally in a large Law Firm setting,

a comparable professional services organization, or a legal information

services provider.

-Demonstrated experience in user centric services leveraging ticketing

system, ITIL, and ITSM best practices setting a high bar for customer

service.

-Demonstrated experience building operational workflows in collaboration

with departmental and organizational stakeholders.

-Demonstrated experience with Windows based laptop/desktop system,

mobile devices, and peripherals.

-Direct experience supporting Microsoft SCCM and PXE deployment

methodology.

-Demonstrated experience with Microsoft operating system architectures

and platforms, Windows 11 preferred.

-Demonstrated experience managing, developing, and motivating a team of

desktop support technicians.

-Demonstrated experience in supporting desktop / device management

solutions (e.g., Intune, SCCM, AVD).

-Demonstrated experience in managing workforce devices (e.g., Printer,

Copiers, Scanners).

-Experience with mobile email encryption services and applications.

-Working knowledge and understanding of wireless network architectures

and designs, including knowledge of firewall operations and access

controls, server virtualization technologies, and information security best-practices.

Skills & Expectations

-Strong service orientation, and an understanding of the importance of

developing effective working relationships with users and organizational

stakeholders of all levels.

-Demonstrated ability to manage a team of information technology

specialists in the execution of both project and operational workloads.

-Excellent communication and interpersonal skills, with ability to

present complex data clearly and concisely.

-Strong analytical and problem-solving abilities to drive initiatives.

-Ability to work well under pressure

Duties and Responsibilities:

-Plans, prioritizes, and manages asset delivery, support and

maintenance, and disposition activities to ensure that the Firm’s devices operate reliably and effectively.

-Oversees a team of technicians who provide L2 support for end-user

workstations and office devices in the DC office.

-Partners with IT Asset Manager to track inventory and lifecycle

management of workforce devices and endpoints, including strategic planning and procurement

through asset retirement and disposal for all Firm offices.

-Coordinate with office and firm stakeholders to support office moves,

setup/teardown, new hire, leaver, and other operational support

activities.

-Liaises with IT and cross-functional stakeholders to proactively

identify opportunities for enhancement to the workforce devices and enduser kits.

-Proactively partners with IT Help Desk Manager, IT Regional Management,

IT Service Governance Manager, and leadership to understand ticketing trends and

address systemic issues, leverage best practices.

-Supports the evaluation of laptop/desktop hardware, mobile devices, and

peripherals, per design by the End User Computing team.

-Actively maintains the asset repository for applicable devices to

proactively monitor financial obligations, end-of-life scheduling, and other Firm

obligations.

-Develops and manages the desktop services budget.

-Actively manages all 3rd party vendor and support services associated

with the procurement, deployment, and maintenance of Firm devices and appliances.

-Partners with End User Computing (EUC) team to implemented design and

firm standards developed by the EUC team.

-Partners with Cybersecurity team to implement and execute agreed

policies.

-Oversees and maintains necessary documentation for standardized

delivery of services through knowledge articles, necessary

documentation, and best practices.

-Leads, directs, evaluates, and develops a team of desktop services

professionals and support staff to ensure high customer service.

-Maintains loaner inventory for laptops, mobile devices and necessary

wireless communication devices to support for firm travel.

-Maintains the Firm desktop equipment assignment inventory for

provisioning.

-Uphold high standards of confidentiality, discretion, and integrity,

particularly with respect to all sensitive and/or confidential firm and

client information to which this position will have access.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE)

who will provide equal employment opportunity to employees and

applicants for employment without regard to race, ethnicity, religion,

color, sex, pregnancy, national origin, age, veteran status, ancestry,

sexual orientation, gender identity or expression, marital status,

family structure, genetic information, or mental or physical disability.

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