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Manager, Desktop Support
Sirius XM
Washington, DC, United States
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Position Summary:
Manages desktop technicians dedicated to the support of all Sirius XM employees. Enforces policies and procedures regarding how problems are identified, received, prioritized, documented, distributed and corrected. Evaluates new information systems products or services and suggests changes to existing products or services to better aid the end user. Makes decisions on personnel matters including new hires, terminations, promotions and performance management. Responsible for reviewing, analyzing, and evaluating information technology systems operations as well as assisting with the daily end user support of all Sirius XM employees. Duties include overseeing the daily operations of all Sirius XM end user device standards and platforms.
Duties and Responsibilities:
• Lead Support team's operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
• Manage the deployment, maintenance, upgrade, and support of PCs, endpoint operating systems, client hardware, software, and peripherals.
• Work with departmental stakeholders to define business and systems requirements for new technology implementations.
• Direct research on potential technology solutions in support of procurement efforts.
• Keep current with the latest technologies.
• Initiate and oversee projects.
• Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent IT activities.
Supervisory Responsibilities:
• Manage Support Team's staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
Minimum Qualifications:
• Requires a bachelor's degree with at least 10 years of industry experience in the field and at least 5 years leadership experience, or an equivalent combination of education and experience.
Requirements and General Skills:
• Ability to work both a tactically and strategically.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Comfortable working with talent, artists and high profile individuals.
• Ability to work independently and collaboratively.
• Ability to project professionalism over the phone and in person.
• Commitment to "internal client" and customer service principles.
• Ability to handle multiple tasks in a fast-paced and dynamic environment.
• Ability to take initiative and to follow through on projects.
• Well organized with strong project management skills and the ability to work under pressure with tight deadlines.
• Must have legal right to work in the U.S.
Technical Skills:
• Exemplary IT experience in the provisioning, support and maintenance of endpoint hardware and software.
• Demonstrated hands on experience with technology and infrastructure.
• In depth knowledge of Windows and Apple OS required.
• AD Group Policy, Network Print queue and TCP/IP networking.
• PC Hardware and Software Troubleshooting.
• Endpoint Imaging.
• Citrix XenApp and other virtual desktop management experience.
• Microsoft Office including Visio and Project.
• Mobile Support.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.