Assistant Manager, Desktop Support
Arlington, VA

Job Description

Team Overview:

The Desktop Support team and the Call Center serve Cambridge Associates' (C|A) desktop and mobile computing needs across all 11 offices globally. The team's vision is to be a first-class global provider of support services by delivering an exceptional customer experience which anticipates needs, provides guidance and works to resolve technology issues for C|A staff. Software and hardware support for the firm is provided by Desktop Support in partnership with other IT groups. Desktop Support manages the installation, relocation and configuration of hardware and software. In addition to being responsible for the on-going maintenance, upgrades and issuing of desktop computing equipment and laptops, the team also supports A/V technologies throughout the enterprise.

Position Overview:

The Desktop Support Assistant Manager is responsible for the day-to-day oversight and operations of the Desktop Support team in Arlington, and assisting the Global IT Service Desk Manager with the Desktop Support team and Call Center team globally. The Assistant Manager serves as mentor to the team members, oversees their development and training and ensures that their skills stay current and applicable. This role is responsible for consistently tracking and reviewing all tickets, making sure that established processes are adhered to, ensuring timely responses, appropriate troubleshooting and escalation, whilst remaining hands on and assisting the team with resolution of incidents and request fulfillment.

Job Responsibilities:

* Coordination of local resources, promoting knowledge sharing, best practice, adherence to processes and procedures and consistency of approach across all offices.


* Act as a technical escalation point for team members, and ensure appropriate troubleshooting, escalation and communication in the event of system outages and service disruptions


* Consistently monitor the ServiceNow queue to ensure that all tickets are processed and handled properly; triage those that aren't


* Monitor and review incidents and quality of service Key Performance Indicator's (KPI's) and ensure the team consistently delivers against them.


* Actively contribute to continual service improvement


* Work with escalation teams within IT to ensure alignment of processes


* Accountability for mentoring and coaching team members. Actively contribute to the Knowledge Base, creating and updating KA's to ensure they are current, and support the team in troubleshooting adhering to processes and best practice.



Requirements:

* 3+ years' proven experience in a team lead or Service Desk Assistant Manager position, preferably in a Financial Services environment


* ITIL qualification to a minimum of v3 Foundation Level


* Bachelor's degree or five years equivalent experience in information systems, business or related field


* Strong technical knowledge and extensive experience working in a Service Desk or Desktop Support Analyst role


* Excellent problem solver


* Ability to communicate in a clear, concise and professional manner


* Experience managing third party partners


* Ability to write technical documentation, processes, procedures and work flows


* Extensive knowledge of ServiceNow or similar ticketing platform


* Demonstrated ability to build strong business partnerships


* Ability to lead others through difficult conversations and business process redesign


* Ability to understand complex systems and processes and communicate in simple terms


* Excellent organizational and multi-tasking skills


* Ability to take ownership in difficult situations and relentlessly pursue resolution