AddressThe Manager of Desktop Support is responsible for managing the deployment, configuration and operations of assigned desktop, laptop and other end user devices, peripheral equipment and related technology and/or software; ensuring the operation is in accordance with established procedures and practices; and monitoring performance of computing equipment, coordinates equipment installation and delivery schedules. The position interacts directly with business and clinical customers and collects system requirements, techniques, and controls in order to maintain and improve service offerings, and serves as an escalation point for support issues. The Manager of Desktop Support collects system requirements, techniques, and controls in order to maintain and improve service offerings. The position is responsible for, including but not limited to, the analysis, selection and modification of systems software and installation of hardware and software; establishing operational objectives and assignments, and delegates assignments to team members; developing, modifying, and executing company policies which affect immediate operation(s) and may also have company-wide effect. The Manager of Desktop Support recruits, hires, manages, and offers coaching, leadership, and training to support staff performance, along with goal setting and appropriate performance evaluations.
Responsibilities
Responsibilities include but are not limited to analysis, selection and modification of desktop, laptop and peripheral hardware, systems software and installation of same. Monitors performance of computing equipment, coordinates equipment installation and delivery schedules. Maintains productivity reporting related to Desktop Support Teams incidents and service requests. Coordinates work assignments of direct reports and related contract labor. Meets directly with customers as needed to validate requirements, schedules and resolve issues. Ensures the operation is in accordance with established procedures and practices. Provides guidance to subordinates to achieve goals in accordance with established policies. Work is reviewed and measured based on meeting objectives and schedules. Establishes and recommends changes to policies which affect the organization. Monitors budget expenditures, as reflected in an accurate, objective variance analysis. Assures proper utilization of organization's financial resources. Is responsible for department's operational excellence; ensures department delivers quality services in accordance with applicable policies, procedures, and professional standards. Manage team members which include orientation, development and evaluation of personnel, and monitoring the provision of delivering quality services. Participates in the recruiting, interviewing and selecting of team members following policies, guidelines and applicable laws. Evaluates their performance relative to job goals and requirements. Provides coaching to staff, recommends in-service education programs, and ensures adherence to internal policies and standards. Is responsible for the fiscal management of department; assures proper utilization of organization's financial resources. Effectively communicates departmental, organization, and industry information to staff.The Manager of Desktop Support is responsible for various shifts, may have on-call responsibility 24x7, and may be subject to over 40 hours per week and/or callback as required.Assist in other duties as assigned to support the operational needs of the department and organization. May be required to remain on campus immediately before, during, and after severe weather and/or disasters.
Qualifications
- Bachelor's Degree Computer Science Required or
- Associates Degree Computer Information Technology, Three years of related experience maybe considered in lieu of degree Required or
- High School Diploma or Equivalent Five years of related experience maybe considered in lieu of degree Required
Minimum Work Experience
- 4-6 years Desktop support experience Required
- 2 years managerial experience Preferred
Required Skills, Knowledge and Abilities
- Thorough knowledge of the operations of a computer center in a centralized environment.
- Must possess good verbal and written communication skills, comfortable interacting within all levels of the organization.
- Must have troubleshooting skills in a 24/7 environment.
- Ability and experience training others.
- Ability to work independently to carry out special projects.
- Ability to design new processes and evaluation of new technology.
- Knowledge of software distribution and patient management systems like SCCM, KACE, InTune.
- Knowledge of troubleshooting Windows Operating Systems, software, hardware and peripherals.
- Knowledge of Active Directory and Group Policies.
- Must have troubleshooting skills in a 24/7 environment.
- Ability to follow defined processes and procedures.
- Knowledge and understanding of how networks function and operate along with appropriate troubleshooting skills including but not limited to windows, IOS, android, etc.
About Us
Baptist Health Care is a not-for-profit health care system committed to improving the quality of life for people and communities in northwest Florida and south Alabama. The organization includes three hospitals, four medical parks, Andrews Institute for Orthopaedic & Sports Medicine, and an extensive primary and specialty care provider network. With more than 4,000 team members, Baptist Health Care is one of the largest non-governmental employers in northwest Florida.
