Desktop Manager Resume Samples

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E Rolfson

Einar

Rolfson

78347 Brakus Flats

Los Angeles

+1 (555) 139 8964

78347 Brakus Flats

Los Angeles

Phone

p +1 (555) 139 8964

Experience Experience

San Francisco, CA

Desktop Manager

San Francisco, CA

Ondricka Inc

San Francisco, CA

Desktop Manager

Manage support plan for satellite PC Technicians to ensure regular visits and support provided to the Nemours satellite facilities
Manage all aspects of the team, including hiring and performance evaluations
Collaborate with IT Operations counterparts to manage our hardware platforms across the enterprise
Coach and mentor on continuous improvement principles
Maintain current inventory and asset management, including listing of personal computer hardware, printer’s peripherals and software
Escalation point for any deskside-related incident requiring management involvement/review
Provide senior engineering support for personal and branch hardware, software design and implementation

Boston, MA

Desktop Services Manager

Boston, MA

Miller Inc

Boston, MA

Desktop Services Manager

Provides support for and works in conjunction with the Technology Support Center, Field Services and other groups for technical assistance
Manages the design, deployment, maintenance, support and upgrade of servers, workstations, hardware, software, operating systems and distributed printers
Approves personnel activities concerning hiring, training/development and evaluation of staff performance
Provides and development strategies that focus on business initiatives and increasing overall customer satisfaction
Provide mentoring and professional development opportunities
Performs other work-related duties as assigned
Directs, establishes, plans and implements the policies, processes and procedures to support and design the organization's desktop architecture

present

Philadelphia, PA

Manager, Enterprise Desktop Services

Philadelphia, PA

Dickinson Inc

present

Philadelphia, PA

Manager, Enterprise Desktop Services

present

Continuously improve Equipment Management processes and tools to include Patch Management, Printer Management and System Management
Provide work directions, mentors staff, and sets deadlines to ensure timely completion of work
Establish and Maintain strong working relationships with various Department contacts both inside and external to MIS
Create and maintain local network printing services
Remain current on developments in desktop and network hardware/software offerings
Ensure Work Order assignments are managed and resolved within SLA metrics
Perform functions related to maintaining and improving IT infrastructure

Education Education

Bachelor’s Degree in Computer Science

University of Massachusetts Amherst

Bachelor’s Degree in Computer Science

Skills Skills

Ability to work effectively in a multi-office environment
Ability to organize, plan and carry out assignments, projects and task with limited oversight according to defined milestones
Ability to work in a teamwork/collaborative style and environment
Ability to work effectively in a culturally and educationally diverse environment
Ability to identify and lead process improvement efforts
Strong written, verbal and interpersonal skills
Strong analytical and problem solving skills
Ability to influence at all levels of the organization
Strong leadership skills
Strong customer service skills

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13 Desktop Manager resume templates

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Manager Wealth Desktop & Digital Experience Resume Examples & Samples

Acting as key advocate for the TD Wealth digital experience and work closely with our partners on a consistent Wealth desktop/online/mobile/tablet experience
Contributing to the development of the Wealth Digital and Desktop strategy/roadmap
Being the Business Architecture owner of Wealth Gateway (Advisor portal) which is key component of the Advisor desktop
Working with partners to leverage/contribute to enterprise standards to develop and maintain Wealth desktop usability and design standards
Playing a key role in aligning the Wealth platforms, Ops & Tech, Data, Direct Investing, Mutual Funds, Product, Regulatory, and Digital Channel Strategies
Ongoing socialization of the Advisor desktop/digital experience and strategy
Maintaining an inventory of capabilities and ability to delivery each current state and how that compares to future state
Maintaining an current overarching view of capabilities / gaps
Being part of project intake and planning to ensure ongoing alignment assessment occurs
Helping leadership understand short / long term implications of tactical vs. strategic decisions
Being deeply involved in early design stages of projects to ensure standards are met/overarching user experience is taken into consideration
Being a subject matter expert and provide thought leadership conduct customer/competitive/market intelligence research and analysis, and emerging technologies
Chairing ongoing Wealth Desktop Working Group Meetings with Key Stakeholder/Partner representatives

Desktop Product Manager Resume Examples & Samples

Quickly and accurately interpret customer needs, with a focus on capturing benefits from the customer’s view point
Produce product features that accurately and completely portray the customer needs; communicate these features without ambiguity
Produce accurate cost and revenue forecasts
Play an active role in the design of the product roadmaps that deliver customer requirements
Previous experience in a similar role
ITIL foundation certificate
Experience of Barclays, infrastructure, applications and operational environment
Geographical flexibility – ability to travel to locations in the UK and overseas to support the accountabilities outlined above. (While efforts will be made to give a reasonable warning of travel requirements there will be occasions where requests will be made at short notice.)
Ability to work under own initiative
Ability to coach others
Initiative to keep own skills and that of peers and team members up to date and maintain awareness of developments in the IT industry
Significant impact on the operating efficiency of the area (Desktop & Print Services)

Section Manager, Windows Desktop Systems Resume Examples & Samples

Solid People Management experience as you will be leading a team of 15
Solid Windows/Desktop Systems experience (preference will be given to someone with Windows Desktop and Server Systems experience)
Previous experience leading short and long-term Enterprise desktop operations
Be willing to work in a 7/24 role to handle production/management escalations
Delivers ongoing leadership direction and coaching for all staff to ensure that operations, service and support requirements and expectations are fulfilled based on the “Our Way” model
Accountable for performance, capacity, monitoring, backup and restoration, change implementation and the overall health of the enterprise desktop platforms environment
Accountability also includes 7/24/365 rapid and efficient restoration of service as well as root cause identification and resolution
Oversees the implementation of all Human Resources programs and initiatives, consistent with the general directions and strategies provided at the enterprise and divisional levels, including
Possesses a university degree/college diploma in Computer Science or equivalent work experience, and/or 10+ years’ experience in an IT environment (development, desktop and server infrastructure, application, operations and support) and 7+ years of management experience
Completion of industry certifications in related areas of specialty i.e. MCSE, ITIL, PMP, etc. is considered an asset
Demonstrates expert technical knowledge of related Network technologies/EI platforms including Microsoft/Intel Technology), and solid/advanced understanding of other EI platforms/technologies
Demonstrates expert knowledge of windows desktop and server systems and architecture, access controls, risk management and other supported or related systems or applications
Demonstrates expert knowledge of regulatory obligations for financial institutions for compliance
Maintains advanced knowledge of current IT industry standards and trends
Displays advanced knowledge of the T&O organization
Maintains advanced experience and understanding of ITIL
Possesses exceptional relationship management skills with the ability to influence
Exceptional analytical, decision making and problem solving capability
Possesses expert communication skills, both written and verbal
Possesses advanced leadership skills
Possesses advanced facilitation and conflict management skills
Demonstrates advanced people management and negotiation skills
Is able to prioritize and manage time effectively
Is able to motivate and influence team members, establish priorities and set project direction
Illustrates advanced business acumen
Is self-motivated and goal-oriented

Senior Manager Desktop Tools Resume Examples & Samples

Operational support of Symantec compliance tools e.g. DLP, PGP, etc. Ensures 99% availability of all critical tools leveraged by NGRC and other business units
Manages relationship with Managed Security Services Provider (MSSP) to provide 7x24 administrative support of GRC tools
Works closely with National Security Operations (NSO) to ensure full coverage and proper functioning of GRC tools
Partners with NSO to rationalize all tools and technologies being used in Infrastructure and Information Security (IIS)
Provides oversight of vendor relationships that support GRC tools; assures adherence to SLA
Extends existing data loss prevention (DLP) capabilities including protecting Comcast specific customer data and intellectual property, Works closely with business units to ensure greater adoption of DLP technology within Comcast
Evangelizes the GRC program in Comcast by automating business processes that increases efficiency and leads to cost savings
Works with business and asset owners to ensure servers are protected from zero-day threats
Acts as a resource and mentor for colleagues with less experience
Partners with team members and business leaders to develop and understand metrics packages
Partners with team members to analyze qualitative and quantitative data to determine areas of improvements including gains and in the efficiency and reliability of reporting
Applies new and innovative ideas to old or new problems. Fosters environments that encourage innovation
Work collaboratively across multi-disciplinary teams throughout the company as a security expert
Contribute to the development of security policies, security standards, and risk governance processes
Support peer security organizations throughout the company as needed
Participates in the administrative processes for HR including hiring and promotions
8+ years related experience in Information Security. GRC experience is desired
Strong people management skills are required to lead team
Knowledge of GRC tools i.e. Symantec DLP, CCS, CSP, PGP
Knowledge of security best practices and industry standards and controls including ISO 27001, NIST, CobIT, ITIL, PCI, SOX, etc
Demonstrated project management skills are also a plus
Attention to detail and quality
Comfortable in an environment of rapid change and complexity
Demonstrates strong organizational and time management skills
Strong interpersonal, verbal presentation and written communication skills
Ability to communicate effectively with peers, customers and management
Ability to liaise between business and technology communities

Senior Infrastructure Manager Desktop Services Resume Examples & Samples

Responsible for the effective development and implementation of programs to ensure that all Information Systems products and services continue to improve the level of service provided to ensure we achieve and maintain a competitive advantage
Administers and manages problem management for desktop support and service desk environments and all facets of our End User computing environment
Develops, analyzes, and publishes metrics to ensure high quality of service and makes recommendations for changes based on specific trends, market comparisons, etc
Coaches and develops a team of subject matter experts by identifying areas of strength and opportunities for improvement. Monitors employee goals and action plans and measures progress. Provides collaborative career development guidance. Communicates thoroughly and concisely when giving individual feedback and when directing the team. Readily accessible to the team
Resolves issues for internal customers and the team. Takes initiative and conducts follow-up to ensure employee and business issues are resolved in a satisfactory and timely manner consistent with all company polices and expectations. Able to navigate and negotiate through sensitive and complex issues. Demonstrates strategic thinking when pursuing issue resolution and end objectives
Leads the team by delivering on commitments and managing by example. Demonstrates an approachable, consistent, and professional demeanor. Open to varying opinions and constructive feedback. Motivates team members to action. Recognizes and reinforces personal and professional accomplishments. Ensures all interactions and activities are consistent with TIAA mission and values
Organizes, plans, and monitors multiple activities, people, processes, and resources. Manages the day-to-day service delivery of team members to ensure all action plans, goals, and objectives are completed in a timely manner, with high quality, and within acceptable financial parameters
Facilitates the initiatives relating to all human resource requests including recruiting, training and development, career development, and compensation. Makes recommendations regarding salary, rewards/recognition, promotion, etc., for all direct reports and oversees these functions for the team
Facilitates the gathering, monitoring and analysis of the operational metrics, ensure that the organization is properly measuring the most relevant information to accurately manage business operations. Ensures that all relevant and required processes and procedures are followed. Ensures the presence of standards and procedures to support the information needs of the business in a flexible, efficient but secure environment. Promotes opportunities for continual improvement
Develops, maintains and strengthens relationships with key business partners to enable effective planning of business requirements. Works with business partners to identify opportunities to address longer-term business needs and provides input to long-term strategies
At least 10 years’ work experience in VIP / Executive production OR desktop OR A/V support role
Prior experience with ITIL standards (certification a plus)
Prior experience managing large teams
5-10 years managing large Information Technology (IT) or Business Operations teams providing technical services to end users

Desktop Segment Marketing Manager Enthusiast Segment Resume Examples & Samples

Work with the Channel Marketing Team to execute specific Gaming oriented marketing efforts in the Geos to drive volume and yoy growth
Work with MNC Marketing Teams to identify and promote Enthusiast Gaming SKU's WW
Coordinate and drive the overall gaming focused platform messaging and market requirements. Work with Strategic Planning and Product Marketing teams to ensure our roadmap meets those market requirements
Own and manage targeted Gaming Enthusiast Influencers via our global marketing Influencer programs
Support specific Gaming platform design-win efforts
Strong Go-to-Market experience - Development of Messaging, Collateral, Demand gen activities, and communication strategies
10+ years of experience as an enthusiast user with focus in gaming. Looking for someone who knows this user base extremely well
5+ years of experience in marketing, with a focus on operational excellence and bringing products to market
Both a strong business acumen, and a strong technical background
Understanding of the desktop business and platform roadmaps
Field/customer engagement experience
Accountability, credibility with peers, management, stakeholders, and customers
Ability to drive results across organizational boundaries by leading cross-functional teams
Self-motivated, able to adapt to change and able to operate with limited supervision in an ambiguous environment
Understanding of key audiences - theirs needs, best proven methods to reach them, and success in driving change in behavior
Excellent written and verbal communication, analytical, program management, interpersonal/teamwork, stakeholder management, ecosystem enabling experience and presentation skills

Business Operations Manager, Consumer Desktop Resume Examples & Samples

Become an expert in the use and understanding of PPS planning tools and systems
Review and analyze current demand changes and supply matching, as well as proactive communication to the regions and suppliers regarding long range forecasts
Extensive interface with various functions including procurement, marketing, pricing and finance
Communicate launch schedules, qualifications, demand levels and changes, quality issues, and EOL lock volumes to regions and suppliers
Responsible for first level Supplier escalations
Own and maintain direct and effective communication channels with suppliers’ US or HQ contacts
Manage suppliers’ supporting NPI and EOL
Demonstrated ability to negotiate with, and influence, others
High Fluency in English ( written and verbal ) and local language
Excellent knowledge of procurement practices, terms, negotiation concepts, planning tools, and business law
Analytical and Negotiation skills
Excellent MS office desktop skills ie Outlook, Powerpoint, Word
Excellent use of Excel
Capacity to interpret complex data

Commercial Desktop Manager of Product Marketing Resume Examples & Samples

10 years in product marketing fundamentals
Strong leadership capabilities
Bachelor's (undergraduate) degree, *Master's (graduate)degree in Business Administration, Marketing or non-business/technical field of study preferred
Demonstrated drive, confidence and risk taking
Business acumen - ability to manage budgets
Demonstrated ability to influence and persuade
Additional Skills Required: teamwork, interpersonal, organization and time management, IT tools usage, initiative, creativity, leadership, concise & proactive communication, execution focused, and excellent presentation skills
Experience and knowledge includes: marketing experience, product management experience, familiar with product solutions, strong technical and sales skills, understanding of customer needs, broad knowledge of marketing and program implementation, knowledge of competitor's product offerings, knowledge of industry norms and opportunities, understanding of product life cycle, in depth knowledge of marketing elements (product, pricing, promotion, and positioning), working closely with senior management

Desktop Deployment Manager Resume Examples & Samples

Initiate, build and sustain productive relationships across IT Services and the business
Monitor and manage successful, fit for purpose end-to-end delivery of Desktop components
Oversee and provide perspective to team on approach for active Deployment efforts - primarily focusing on managing the activities across the different functions in Operation, resulting in full operationalization of the project deliverables. This includes activities during the project, such as proactively driving and socializing environment change requests, bridging engineering and operational efforts and support
Deliver Desktop components focusing on Desktop performance while meeting our business need
Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
Prioritize deliveries in conjunction with various customers (projects in the service delivery functions or otherwise)
Managing overall expectations of Customers and the team
Overseeing technical elements as well as customers needs while ensuring technology and support meet business needs and productivity
Collaborating closely with business partners and across IT Services who are an integral part in Desktop Delivery
Should have good people management skills with ability to lead and motivate the team
Contribute to people initiatives including recruiting, retaining and training
Understand and follow workplace policies and procedures
Five or more years of experience in various aspects of IT or project management and at least 2 years
Experience in managing desktop deployments
Experience of leading small to medium sized teams in project delivery
Good knowledge of Operations, Infrastructure Engineering and functional organizations along with
Solid experience in applying RACI diagrams
Organizational cognizant
Good knowledge, capabilities and management in
Skills in developing actionable implementation roadmaps focusing on compact timelines and minimal budget impact

Progam Manager Future Desktop Resume Examples & Samples

Successfully execute the program/project to agreed schedule, budget and scope
Perform the relevant program/project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes e.g. scope, cost, time, issue, risk, resource, communication, stakeholder management
Plan the program/project based on a defined need – results in detailed scope/budget/schedule baseline
Monitor and control the work to ensure that the program/project remains on track and in control
Plan for and manage change
Reports on variances to the approved program/project baseline
Close the program/project to formalize acceptance of the program/project result and release program/project resources
Interface and communicate with program/project team, management and stakeholders
Manage program/project work and resources to enable successful and timely completion of the program/project
Performs gate reviews and quality assurance reviews with all aspects of IT organization and business sponsors
Delivery of programs/projects aligned to overall business and technology strategies and architectures
Work within defined governance processes
Manage external contracts and suppliers where required
Support development of business cases with the customer team including leading on the solutions estimate
Lead the development of the program/project charter and scope, and ensure delivery of the solution to schedule, budget and scope
Develop objectives, phasing and content of the program/project to deliver on the business case benefits, budget and timescales
Manage to the objectives and plan by thorough risk, issue and change management across both business and IT parts of the program/project
Ensures that quality program/project standards are met as prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables
Monitors and manages program/project baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
Proactively identify risks and issues on programs/projects - leading team to develop risk management and issues management plans
Identifies potential points of contention for missed deliverables; creates and implements strategy to mitigate shortfalls in timeline and budget
Anticipates problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
Develop and manage plans to address program/project strengths, weaknesses, opportunities and threats
Ability to balance both the "science" of how to perform program/project management and the "art" of program/project management, which is learned through experience and skill training/application
Analytical skills and problem solving skills needed to manage multiple factors on a program/project simultaneously
Demonstrate business analytics to manage and meet sponsor and customer needs
Direct supervision provided by an experienced lead or sub-lead; frequency on a weekly or as needed basis
Program manager is expected to act independently to deliver program/project to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
Program manager leads program/project teams consisting of cross functional, global, and virtual groups; directly supervises staff; assigns responsibility to members; monitors progress
Program manager coaches, mentors and supports less experienced program/project managers
Experience of managing IT programs/projects with personal accountability for delivering to time and cost for large, complex programs/projects typically more than $5m in value and 18 months in duration
Mastery of program/project management methodology, tools and templates (includes program/project planning, schedule development, scope management and cost management)
Track record of customer focus, based on openness, trust, and delivering on promises
Extensive experience of delivery that includes the use of supplier and off-shore resources
Superior experience in managing to contract; ensuring clients and suppliers alike perform in accordance with original agreement
Experience across packaged and bespoke systems and infrastructure, ideally on an international basis
Management skills to manage one or more large, complex programs/projects simultaneously
IT background with experience across the systems development life cycle with experience in all program/project phases – plan, initiate, elaborate, design, build, test, implement
Knowledge and use of industry-standard program/project methods, tools and techniques e.g. RAIDS, budget, communication
Strong team working skills across matrixed client, supplier and geographically dispersed virtual teams
Strong communication and interpersonal skills (includes negotiation)
Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
Leader in the use of IT methodologies, processes and standards for program/project management
7+ years experience in program/project management
Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure)
Work experience in a professional services industry, preferred

Senior Manager Customer Experience & Desktop Solutions Contact Centres Resume Examples & Samples

Leads the business design, development and implementation of IBCC divisional strategic programs related to Customer Experience and Desktop Solutions
Support the Director with the formulation of a 3-5 year strategy for IBCC Customer Experience and Desktop solutions complementing the strategic direction of the Bank’s Customer Experience management focus
Assume a gate-keeping role for new initiatives impacting the Contact Centres
Proactively engage and maintain coordination amongst the different regions to sustain an aligned customer experience and desktop technology platform across the Division
Participates in cross-functional teams to support the use of desktop tools
Ensures on-going integrity of IBCC desktop tools by identifying creative solutions and designing flexible and forward thinking enhancements to take advantage of latest technologies
Manages the development of plans to optimize IBCC channel tools and technology infrastructure to deliver the desired Customer Service experience
Conduct continuous research on current and new technologies, processes and programs
Designs enhancements of existing tools by analyzing statistics and frequency of issues raised to recommend reinforcement of training and/or enhancements to the different automated tools and by proactively obtaining field feedback and working with the field and technical resources to revise and implement solutions
Support the Director with defining the business vision / strategy, considering the evolving needs of end customers and contact center operations
Asses new requirements from business owners, countries and key stakeholders in alignment with IBCC Customer Service and technology strategy
Assess new requirements from business owners, countries and key stakeholders in alignment with IBCC strategy
Develops executive presentations to International Banking’s Executive and Sr. Management on system enhancements or new desktop tools
Ensures issues impacting customers and Contact Centres are identified and solutions implemented by the appropriate departments. Escalates to Management with recommendations to address the situations. Providing ongoing advise and counsel to Contact Centres
Expert knowledge of contact centre customer experience environments, processes, disciplines, enabling technologies, coupled with practical experience in the execution
Expert knowledge of Contact Centre Management Performance Standards, risk management, compliance requirements and standard procedures
Proven track record in managing small to medium size projects along with practical experience leading large-scale organizational change in a complex environment and the application of change management techniques appropriate for transformational change

Senior Manager Customer Experience & Desktop Solutions Resume Examples & Samples

Lead the creation of a vibrant, energetic and customer centric atmosphere within IBCC
Proactively engage in identifying and recommending opportunities and solutions for process improvement
Develop key relationships to identify and leverage solutions, best practices and cross border opportunities to enhance IBCC Customer experience delivery
Responsible for determining the optimal business requirements including financial and operational feasibility, to cost effectively support an integrated solution to meet customer needs and expectations. Options, opportunities and recommended priorities will be presented to Management to obtain authorization and funding
Supervises the development of communication and training material for solution/systems changes or upgrades to all desktop tools to the end user
Act as Subject Matter Expertise on IBCC Customer Experience and Desktop Solutions
Ensure strategies and initiatives consider customer and Contact Centres implications and needs
Work closely with the Director and other business line technology support groups, define business requirements for the development of technology solutions for IBCC service delivery, and provide support, as required, in the implementation and testing of desktop technology, customer experience programs and projects
Outlines business roadmaps / plans and leading their implementation
Manages the coordination and collaboration of technology partners, business owners, contact centres and key stakeholders in the progress of new and existing projects upon completion
Designs training that support upfront learning and sustained knowledge of the systems
Completes training programs to staff and managers, as required
Minimum of an under-graduate (in a relevant field) or equivalent in Business and at least 5 years of progressively responsible experience in Contact Centre Management, sales or product/channel management
Solid Project Management competencies and experience in strategic planning a plus
Expert knowledge of Contact Centre Management Performance Standards, risk management, compliance requirements, standard procedures and technologies supporting Contact Centres
Intermediate knowledge of desktop operating systems (Microsoft Windows)
1 to 3 years of desktop experience

Regional Institutional Desktop Services Manager Resume Examples & Samples

Provide positive leadership to all 80+ staff across North America, and provide oversight for all aspects of hiring, staffing, training, and performance management
Participate in Global forums for the strategic development of innovative improvements and world-class Service Management practices and procedures
Monitor incident trends for problem analysis and identification and drive mitigation efforts to minimize exposure of long term issues
Positively responds to requests from Line of Business and individual users
Excellent command of business knowledge and the ability to solicit input from internal and external sources
Understanding of change management processes, and how this may impact the broader regional/global teams
Partnership with Sourcing teams, negotiating vendor contracts for staffing, software or consulting services
Minimum of 10 years experience in IT
ITIL Certification preferred
Minimum of 3+ years experience in a Lead Role in Trading Support environment
Proven understanding of current developments in technology and standards
Ability to deliver presentations and executive level summaries
Ability to interact with all levels of management
High degree of initiative and adaptable to change

Desktop Services Manager Resume Examples & Samples

Manage, supervise, and assist all desktop support personnel (US & International) and processes to ensure timely resolution of all desktop services related trouble tickets
Full people management responsibility, including hiring, terminations, promotions, performance and compensation management and training and development plans
Develop and document best practices, processes, and procedures related to all aspects of desktop support and desktop management. Optimize operations to ensure the maximum quality of service for users
Design efficient printer layouts for new office space
Manage partner relationships with equipment and print management vendors
Demonstrate proficiency in maintenance of networked PC and peripherals related to imaging, installs and repairs
Responsible for daily monitoring of Desktop Services ticket queue.Ensure appropriate troubleshooting, ticket documentation (gold standard) and service expectations are met
Track fixed assets including acquisition, distribution, and retirement of assets
Design necessary inventory and workflow checklist procedures related to end-user computing devices
Manage the identification, procurement, configuration and maintenance of desktop computers, printers and other equipment in accordance with firm strategic goals and budget expectations
Assist in budget preparation, and on-going management of budget for computer hardware, printer, peripherals and mobile devices
Define project schedules and manage against milestones for all desktop services related efforts:refreshes, associate programs, mobile device conversions, etc
Develop, manage and maintain domestic and international vendor relationships in order to better service the needs of our end users
8-10 years experience in desktop and network field
3-5 years prior supervisory experience
ITIL Foundation or equivalent
Expertise in understanding computer hardware and software configurations
Ability to identify and lead process improvement efforts
Strong project management training or certification (preferred)
Must demonstrate the ability to maintain strict confidentiality of the firm's internal and personnel affairs
Ability to influence at all levels of the organization
Must be a self-starter who understands the details within a much larger content
Experience managing in a multi-office environment
Ability to work effectively in a culturally and educationally diverse environment
Must be creative and flexible in order to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and handle multiple, detailed tasks
Ability to organize, plan and carry out assignments, projects and task with limited oversight according to defined milestones
Must pay attention to details and have the ability to follow up and follow through
Ability to work effectively in a multi-office environment

Senior Manager Customer Experience & Desktop Solutions International Banking Resume Examples & Samples

Champion and proactively, contribute to the management of IBCC Customer Experience strategy
Work closely with the Director to design and deliver on a superior customer experience that reflects IBCC customer strategy, enhance satisfaction, and customer value proposition
Collaborate with IB partners to define a future state vision cross-channel customer experience, and align IBCC strategies to that vision
Facilitate a simple, fast and easy customer experience in a professional manner using tact, diplomacy and patience
Work effectively together to create a positive employee experience and work environment. Lead the creation of a vibrant, energetic and customer centric atmosphere within IBCC
Participate in the development of business cases and evaluating the costs and benefits of specific projects Identifying IBCC Divisional needs working and coordinating with key counterparts ensuring integration and consistency of an integrated solution across the Contact centres and other integration with other channels
Act as the key liaison between IBCC and the Contact Centres to establish implementation plans of updates and enhancements to the existing automated tools
Responsible for the ongoing management and enhancements of existing desktop platform by
Manage the collecting of current and timely feedback and suggestions from end users in International markets and across the delivery channels
Maintains an understanding of industry best practices and experiences with the application of desktop technology and workgroup solutions as applied to Customer Experience service delivery and management for IBCC
Leads the day to day maintenance and support of the existing IBCC Customer Experience processes and Desktop tool technology
Supervises the design requirements for enhancements for existing tools by working with key stakeholders to ensure new requirements are aligned to the overall IBCC strategy
Manages the Governance model and continuous improvement of IBCC Customer Experience and Desktop Solutions
Facilitates the coordination and collaboration of technology partners, business owners, countries and key stakeholders in the progress of new and existing projects upon completion
Informs frequently and escalates any issue, risk or unresolved conflict to the Director
Supports the negotiations and definition of service level agreements between the technology partners, business owners and countries related to approval, costing, resource allocation and support of the enhancements related to IBCC Customer Experience processes and other IBCC automated solutions
Informs frequently and escalates any issue, risk or unresolved conflict to IBCC Senior Management
Oversees and as required, assists with the on-site implementation of new versions or delivery of enhancements of desktop tool
Expert knowledge of International Banking Contact Centre Customer Experience environments, processes, disciplines and enabling technologies, coupled with practical experience in the execution
Positive example of change and encourage others to do the same, to facilitate the transition to a customer-focused and performance oriented culture. Must be able to effectively articulate their views to all levels within the network and possess superlative verbal and written communication skills
Knowledge and experience with operations and approaches to introduce process improvement and efficiencies
Fluency in Spanish is an asset

West Region Enterprise Desktop Services Manager Resume Examples & Samples

Provide positive leadership to all 45+ staff across North America, and provide oversight for all aspects of hiring, staffing, training, and performance management
Articulates the business value and impact of technical and non-technical information with ease and confidence to seek executive partnership if required
Ensures that staff provides effective production support including accurate problem identification, troubleshooting, ticket documentation and customer/vendor dialogue on multiple levels of incidents
Documents medium-to-large scale projects and delivers presentations with autonomy
Effectively and routinely provides feedback and strategic recommendations to management
Affects change within sphere of influence and leads development of innovative improvements
Responsible for daily operations for the site by setting priorities and assigning or adjusting workloads
Fostering and maintaining relationships with your team as well as other global support teams & vendors
Routinely review and remediate Operational Risk within the organization
Bachelors Degree in Computer Science or related field preferred or exhibit comparable experience
Minimum of 8 years experience in IT
Minimum of 3+ years experience in a Lead Role in Operation Support environment
Strong technologist who has operated in both physical and virtual environments (Windows, MacOS)
Ability to drive end user culture change through self service tools and automation ideas
Excellent negotiation and interpersonal skills
Ability to analyze performance data and recommend improvement opportunities
Ability to manage multiple priorities and projects
Advanced time management, organizational and prioritization skills to meet business objectives

Desktop / Endpoint Manager Resume Examples & Samples

2+ years of experience administering WSUS
Active Directory with Group Policy and endpoint management
Experience administering Microsoft SCCM
Experience with endpoint security administration-Symantec or McAfee
Expertise in the creation of management scripts/automation- PowerShell
Experience with Mobile Device Management (MDM) and iOS configuration

Manager Customer Experience & Desktop Solutions International Banking Resume Examples & Samples

Support business design and delivery of IBCC and Divisional strategic programs that have a major IBCC Desktop Solutions component. The incumbent accomplishes this by
Participating in cross functional teams
Ensuring alignment between programs and IBCC mandate
Identifying programs impact to IBCC Customer Experience and Desktop Solutions
Execute the continuous improvement of IBCC Customer Experience and Desktop Solutions. The incumbent accomplishes this by
Documenting contact centres business needs
Partnering with IT to develop business requirements and project plans
Defining and executing business plans
Review and respond to enquiries / issues / requests for information from countries, IB partners and Contact Centres. The incumbent accomplishes this by
Ensuring issues impacting customers and Contact Centres are resolved by the appropriate departments
Escalating to Management with recommendations
Previous experience with contact centres
Knowledge of technologies supporting Contact Centres
Familiarity with capabilities and trends occurring within the contact centre industry
Particularly spreadsheet and presentation tools (e.g. Excel, PowerPoint)
Business and / or equivalent undergraduate degree / work experience
Must be fluent in Spanish

Remote Desktop Tech Manager Resume Examples & Samples

Experience in project management utilizing standard PMBOK principles
The ability to multitask while maintaining a high quality of work
Must exhibit sound leadership qualities and decision making skills, conducive with being viewed within the organization as someone upon whom others can depend

Senior Manager Customer Experience & Desktop Solutions Resume Examples & Samples

Continuously promote and demonstrate a high level of personal commitment to exceeding our end customer’s expectations with every interaction. Resolve customer satisfaction delivery or other issues responsively and professionally
Champion collaboration to lead customer focused solution development. Proactively engage in identifying and recommending opportunities and solutions for process improvement
Sound Working Knowledge of technologies supporting Contact Centres
On-going familiarity of the International Banking business and the status, capabilities and trends occurring within the Contact Centre industry
Expert knowledge of the International Banking Contact Centre Management Performance Standards, risk management, compliance requirements and standard procedures
Fluency in Spanish is a must

Manager IT Desktop Services Resume Examples & Samples

Bachelor’s degree in the field of computer science and/or a minimum of 7 to 10 years related work experience as a manager of desktop technologies
Strong technical knowledge of desktop and infrastructure operating systems, including Windows operating systems
Strong technical knowledge of current desktop hardware, configurations, and standards, including Microsoft SCCM 2012 and Active Directory Group Policy
Ability to conduct and direct research into IT issues and products as required
Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
Windows has MAC/Apple experience
General knowledge of applicable data privacy practices and laws preferred

IR Desktop Service Manager Resume Examples & Samples

Work closely with the Account Manager and Sales Executive to provide consultative desktop support for clients in your portfolio. Provide white glove customer service to key, senior level decision-makers
Respond to a wide variety of inquiries, including but not limited to financial data questions, product functionality, technical questions and industry best practices
Coordinates user training on system/new functionality and responds to more complex user queries regarding system functionality
Develop and conduct proactive client outreach campaigns designed to increase usage by highlighting new features or encouraging usage on underused components
Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices
Superior client engagement skills, Demonstrated success in building and maintaining effective customer relationships, particularly with those in decision making roles
Excellent internal relationship and rapport building skills
Outstanding communication and listening skills
Excellent presentation and remote training skills. Experience with Web-ex a plus
Positive attitude and deep customer service orientation. Fundamentals include being: friendly and engaging, professional, reliable, responsive and proactive
Strong analytical, organizational, and prioritization skills
Able to keep composure and make independent decisions in stressful situations
Solves problems using existing solutions; exercises judgment based on the analysis of multiple sources of information. Is starting to look at 'best practice'
Provides creative insights and / or solutions to address client /organizational challenges

Desktop Technical Manager Resume Examples & Samples

Windows XP/W7 and Microsoft Office Suite
IT Troubleshooting
IT Terminology
IT Hardware (desktops, laptops, Routers, Servers)

Senior Manager Virtual Desktop Services Resume Examples & Samples

Oversight of the Reliability Process for all Virtual/BYOD Services
Develop timely, cost effective and integrated Virtual/BYOD solutions for J&J
Continually look for ways to improve and then implement these improvements all Virtual/BYOD services
Coordinate and execute all Technology Lifecycle Management activities for Virtual/BYOD Services
Enable the proactive measuring, monitoring and reporting of Virtual/BYOD Services
Coordinate with various technical stakeholders for all Virtual/BYOD Services
Ensure proper resources are engaged for Virtual/BYOD initiatives
Stay informed on all industry technology advances in Virtual/BYOD
Lead technical project teams to ensure objectives
Ensure operational support for Virtual/BYOD services is properly functioning
Mentor employees, who are technical lead and below, in how to be successful in global, complex environment
Ensure all compliance responsibilities are met
B.S. Degree required preferably in Computer Engineering and/or Computer Science
Deep technical knowledge and experience of enterprise level infrastructure engineering and development, with a focus on Amazon WorkSpaces is required
Experience with leading and executing on large enterprise development projects is required
Ability to consistently apply broad knowledge of system engineering to diagnose and resolve complex infrastructure problems is required
Ability to effectively prioritize and execute tasks in a high-pressure environment is required
Experience with Amazon Workspaces and the ability to streamline deployment processes in order to optimize end user experience through ServiceNow integration is preferred
Expertise in developing, and deploying enterprise end user solutions with a proven track record of success operating in a complex, ambiguous environment; preferably in global health care organization is preferred
Process excellence certification is preferred
Excellent oral and written communication skills including the ability to communicate across all management and organizational levels
Ability to manage multi-cultured teams with an awareness of differences
Extensive experience working in a team-oriented, collaborative environment.Info Technology

Desktop Services Manager Resume Examples & Samples

Manages the design, deployment, maintenance, support and upgrade of servers, workstations, hardware, software, operating systems and distributed printers
Provides and development strategies that focus on business initiatives and increasing overall customer satisfaction
Provides support for and works in conjunction with the Technology Support Center, Field Services and other groups for technical assistance

Senior Manager Desktop Engineering Resume Examples & Samples

5 years of Selection& QA experience for end User devices
5 Years Patch Management and security understanding
5 years Software distribution management solutions
Understanding of mobile/remote work force technology currency required to support
Understanding of SW/OS currency on different platforms and how to support
Self guided – (direct management will be remote)
Executive presence – will give tours and work with executives
Understanding of metrics and KPIs (Key performance indicators) to present to management
Experience managing service contracts
Inventory management experience
Retail customer service/support in end user environment
Asset Lifecycle management
Financial budgetary experience

Manager Operational Transformation Desktop Automation Resume Examples & Samples

Advanced Excel hands on knowledge, Power queries creation, VBA coding & SQL queries
Working knowledge on Share point based workflow design / optimization
SAP background would be preferred
Project management, Lean, Six Sigma or any other relevant methodology
Robotics process automation exposure preferred
SSC environment exposure preferred
Cross function team is mandatory
Identification of process automation opportunities in collaboration with functions in collaboration with functions Finance, HR, Supply Chain Management and Information Systems

Manager Desktop Services Resume Examples & Samples

Provide direction to support teams, actively managing day-to-day operations of work orders, projects, install/move/add/change, etc
Ensure teams are performing all duties and completing projects efficiently and effectively
Responsible for employee performance management activities including hiring, terminations, evaluations, etc
Oversee activities of technicians to resolve end user issues; engage appropriate IT personnel in other areas as needed (i.e. network, telecomm, app dev, ops, etc.)
Help evaluate new technologies, methodologies, and support trends to ensure AA IT infrastructure meets current and future business needs
Act as technical owner responsible for end-to-end problem ownership, resolution and communication with employees
Lead, train and mentor employees, providing technical guidance, supervision and leadership
Contribute to the planning and deployment of enterprise wide IT field services projects
Serve as liaison across other IT departments to coordinate and resolve tech issues
Monitor and maintain integrity of established AA security policies, practices and procedures
Document end-user policy and process. Develop and implement support standards for engagement of IT services
Coordinate recruitment and onboarding of new personnel, assigning responsibilities and monitoring performance
Undergraduate degree in Computer Science, Information Systems, or other related field or equivalent experience/training
Min 8 years of progressive & demonstrable technical and managerial experience supporting and resolving issues within an enterprise IT environment including all aspects of employee performance management
Experience with enterprise class desktop software apps and architecture, including remote management & troubleshooting, image based deployments, asset management and inventory control, network printing, SCCM, etc
IT management experience and ability to oversee and lead teams as well as individual contributors
Advanced knowledge of desktop systems, including methods and procedures relative to analysis, design, engineering, installation, configuration, deployment, operations, and management
Extensive knowledge of applications, hardware compatibility, and client/server based models
Knowledge of distributed software, including operating software and productivity software
Senior technical troubleshooting skills
Ability to effectively communicate, both verbally and in writing, including proper grammar, spelling, and punctuation, with tact and diplomacy with employees as well as senior leaders across the company
Ability to manage conflicting priorities and customer expectations
Must be able to develop strong working relationships with other leaders within IT and across Business teams
Ability to use good judgment, initiative, and be accountable in making decisions in accordance with established guidelines
Effective analytical skills and problem-solving capability
Strong time management skills, with ability to manage workload efficiently, including planning, organizing, and providing status on a variety of tasks, assignments, projects, and reports
Experience with creating and managing departmental operating budgets as well as annual capital planning exercises
Effective team building and motivational skills
Demonstrated ability to work effectively in a diverse workforce
Ability and willingness to work various shifts, holidays, be on-call, and travel as necessary

Desktop Engineering Manager Resume Examples & Samples

Lead the development of the firm’s desktop engineering architectural roadmap to deliver efficient computing solutions to TIAA’s core businesses and integrated/affiliated lines of business
Define and execute the management of the firm’s strategic desktop computing roadmap, including operating system and hardware strategies as well as core supporting tools
Lead transformation of traditional desktop engineering practices towards a modern virtualized cloud model
Responsible for the internal user experience on Windows and Mac OS platforms
Support the Production Services Operations teams in their service excellence goals
Focus engineering efforts on identifying innovative approaches towards cost optimization, product/platform retirement prioritization and operational efficiency
Provide technical direction and advice to senior technology leadership regarding long-range planning of systems, hardware and tools. Act as a technical consultant by assigning in leading the creation and implementation of enterprise solutions
Develop and articulate goal-state scenarios (pros, cons, business value) and provide a roadmap to move towards stated goal-states considering organizational change management, capital investments and technology trends
Ensure resources are aligned and maximized along the enterprise’s objectives
Lead team member development
Eight or more years of experience in desktop technical infrastructure and engineering
Four or more years of experience leading a technology team
Expertise in user facing technologies and computing platforms
Expertise in Virtual Desktop Engineering in a large global setting with an emphasis in the Citrix platform preferred
Expertise in Cloud strategies, as pertaining to End User Computing and Virtual Desktop with an emphasis in Microsoft Office 365 and Citrix Cloud preferred
Experience with desktop development and automation platforms that enable efficient, low touch, self-service management and support solutions
Technical expertise in Microsoft Windows strategies and implantation with experience in Windows 10 highly preferred
In depth knowledge of Mac OS strategies and frameworks
Office 365 Cloud, Azure and AD facing integrations
Overall Microsoft Platform / Office / SharePoint / Exchange experience
In depth understanding of Microsoft SCCM, device imaging, and desktop patching processes

Desktop Platform Systems Engineering Manager Resume Examples & Samples

BS in technology-related or business-technology-related curriculum required
MS preferred
At least 10 years’ experience in information systems or technology roles; minimum 3 years in a management role preferred
Proven track record in communication, leadership, business analysis, process development, and administration
Detailed knowledge of IT application operations concepts, architecture and information security
Extensive experience in day-to-day support of critical applications with the ability to triage and prioritize production support issues
Experience with Incident, Problem, Change, and Request management disciplines
Combination of education, training and/or experience will be considered for this position
Deliver operational excellence for a mission-critical environment across dispersed locations and teams
Lead a staff of technical engineers responsible for the architecture, engineering, and administration of the operating system and productivity platforms in support of business technology
Deliver high quality Standard Operating Environments for Microsoft platforms along with utilizing configuration management solutions
Ensure comprehensive post incident review in conjunction with the Problem Management team to prevent issues from reoccurring. Adhere to the change management policy to minimize the risk of disruption to business operations
Define and document policies, procedures, and standards related to supported platforms and applications. Ensure all supported software meets compliancy standards
Collaborate with other IT teams and vendors to ensure successful engagement on projects, initiatives, and business as usual activity
Work collaboratively with Enterprise Architecture, to support the platform requirements and roadmap
Drive opportunities to improve and automate work to improve outcomes and reduce cost
Utilize excellent written and verbal communication skills to present complex technical information in a clear and concise manner to a variety of audiences
Manage, track and report on all Platform team key metrics
Leidos is a global leader in the integration and application of information, technology and systems working to solve the world's toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company's 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer

Manager Desktop Onsite Services Resume Examples & Samples

Will be responsible for PC user support, new hire system setup, desktop/laptop software installation/upgrade as well as break/fix troubleshooting
Provides quick and timely response to all customer requests and ensure minimum downtime. Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
Responsible for assisting customers with configuration of software and hardware assets. Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers
Requires PC system experience in a Microsoft Active Directory environment, strong understanding of Windows operating systems, and experience with all Microsoft Office products to include Outlook email
Provide technical on-site maintenance and support for all aspects of a typical business computing environment
This position will include all aspects of field support, and is not limited to system hardware and software, print and networking. All other duties as assigned
Proven understanding and use of Microsoft Active Directory, SCCM, Imaging and Network Print is required
Provide technical leadership within locations computing team
Consult and provide feedback related to process and technical issues to service desk and peer support teams
Positions are customer facing requiring exceptional communication skills

Desktop Manager Resume Examples & Samples

Previous experience building relationships, and collaborating across and extended enterprise (employee, partners, and customers)
Previous experience communicating verbally and in writing to all levels in the organization
Previous Leadership, coaching, and mentoring to share and transfer knowledge
At least 4 years' experience with 3 or more of the following

Manager, IT Desktop Services Resume Examples & Samples

Develop new or enhance existing processes to ensure continued high service level expectations are met and exceeded
Assist your team in troubleshooting and resolving problems for all networked devices(desktops, laptops, tablets, cell phones, etc.)
Monitor and manage quality assurance across all help desk processes to ensure consistency and accuracy
Prepare regular SLA reports based on standard metrics to share with IT management
Maintain accurate software and hardware inventory
Work with vendors to purchase equipment and maintain currency on desktop technology
Manage vendor work at various locations worldwide
Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
Coordinate training of team members
Interface with users and management of all levels throughout the business
Engage resources and oversee project work
Oversees the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
Recommend desktop solutions that meet corporate standards
Manage budgets and processes for purchasing hardware and software
Patch management, software packaging and delivery
Ability to lead and grow strong teams
Ability to delegate tasks and mentor reports
Interpersonal, relationship building, vendor and project communication skills
Operating Systems expertise- Windows, Mac OS X, iOS, Android
Back Office Systems knowledge – Active Directory, O365, etc
Desktop software knowledge – Microsoft Office, modern browsers,
Knowledge of virtualization and cloud based concepts
Logical troubleshooting progression
Minimum 3 years of increasing technical responsibility including lead or manager role
Familiarity with Symantec, RDS, VMWare, and/or Citrix is a plus
Existing vendor relationships are a plus

Desktop Engineering Manager Resume Examples & Samples

Lead the development of the Desktop Engineering architectural foundation to deliver efficient computing solutions to TIAA’s core businesses and integrated/affiliated lines of business
Define and manage the strategic desktop computing roadmap, including operating system and hardware strategies as well as core supporting tools
Focus engineering efforts on cost optimization, product/platform retirement prioritization and operational efficiency

Manager, Enterprise Desktop Services Resume Examples & Samples

Research, Analyze and Recommend hardware and software strategies to the Desktop Environment. This includes, but is not limited too, Desktops, Notebooks, Printers, Cell Phones, Wireless Devices, Management Software
Continuously improve Equipment Management processes and tools to include Patch Management, Printer Management and System Management
Manages the success-driven Client Services team to quickly resolve the technical issues within the environment
Responsible for managing the technical analysts who provide support to end-users for software applications, desktop systems, notebook systems, printers, and telephony
Provide work directions, mentors staff, and sets deadlines to ensure timely completion of work
Monitor and implement process improvement
Manage the inventory of desktop and laptop PCs as well as the software inventory and problem log
Schedule and manage the deployment of PCs for new hires
Assist with communicating scheduled and unscheduled outages
Provide weekly IT Help Desk status reports
Communicate regularly within IT and business to update project status
Establish and Maintain strong working relationships with various Department contacts both inside and external to MIS
Maintain and contribute to a strong cohesive team environment
Ensure Work Order assignments are managed and resolved within SLA metrics
Provide leadership and direction to a team of technicians
Manage inventory levels and software license compliance
Create and maintain local user accounts
Remain current on developments in desktop and network hardware/software offerings
Create and maintain local network printing services
Perform functions related to maintaining and improving IT infrastructure
Minimum 7-10 years computer service experience in a fast paced business environment
This position requires a Bachelor of Science degree in Computer Science or a related field, or a minimum of 5 years commensurate experience
Minimum 5 years supervisory/management experience in IT
Strong communications skills (verbal and written)
Hardware troubleshooting experience in environments servicing local and remote users
Certifications (A+, MCSE, MCP) (preferred)
Ability to work in both team environments and as an individual contributor
Understanding of networking protocols and network infrastructure components is required
Basic network and telecommunications topology and connectivity understanding
Strong troubleshooting and analytical skills

Desktop Manager Resume Examples & Samples

Manage day-to-day operations of the Remote Services group
Facilitate planning for new, existing and relocation of remote Uline offices
Research, design, implement and maintain personal and branch hardware, software and all end-user peripheral technologies
Provide senior engineering support for personal and branch hardware, software design and implementation
Isolate and troubleshoot hardware and software for personal systems
Help formulate and implement procedures for improved service levels
Ensure consistency of process continuation and completion of deliverables
Manage day-to-day technical support for special business holdings
Research, design, implement and maintain desktop and personal hardware and software for these holdings

Senior Product Manager, Desktop Resume Examples & Samples

Conduct market and customer research to gather insight and understand personas and needs
Gather competitive intelligence and perform competitive analysis
Develop and manage market requirements for the PDF solutions to address the needs of the consumer, corporate and OEM target buyers
Write and present the business case for products
Create, document and communicate about products and product roadmaps
Document product requirements, user stories and artifacts to support the product development process
Lead projects that involve cross-functional coordination to provide integrated products/services/solutions
Provide direction to the product development team and oversee product development
Coordinate activities to ensure that new offerings include the desired capabilities and launches on time and within budget
Create pricing models and facilitate pricing decisions, or work with a central pricing team if one exists
Provide direction to external vendors/external development organizations and oversee deliverables are met based upon scope and acceptance criteria
Provide support to sales (e.g. make prospect/customer calls, provide sales enablement content, contribute to internal and external social communities/blogs/portals)
Verify completion of the product and the readiness of other elements related to the product
Monitor and report on the performance of products in the market
Serve as the internal and external product expert
Assist in managing and resolving customer escalations as needed
Extensive experience in desktop software products and deployment methods
Experience with product launches, operational and product development metrics
Expert knowledge of the PDF file format and related applications
Expert knowledge of the Microsoft Operating Systems and Office applications
Working knowledge of mobile devices especially tablet computing platforms
Good analytical and creative problem solving skills for design, creation and testing of software/hardware interactions
Team player with strong negotiation & diplomacy skills
Certification in Agile, Pragmatic Marketing or SiriusDecisions is a plus
Experience working with MFP hardware desirable but not required
IT experience a plus

Senior Manager, Desktop Tools & Applications Resume Examples & Samples

Partners with Director of Tools and Application and executives across business to execute projects and programs in support of business initiatives
Manages and supports the deployment and operations of tools and application related best practices that improve customer operation performance on key performance indicators including but not limited to; increasing customer satisfaction, increasing revenue per contact, optimizing handle time, and creating efficiencies
Consults and coordinates with customer operations business leaders on tools and application needs and facilitates conversations with internal IT and vendors to identify an appropriate solution
Creates, manages, and/or supports processes related to tracking performance and measure business impact post tools implementation. Continuously Collect, analyze and summarize business data into meaningful insights to improve business KPIs
Provides guidance for the development and management of tool usage and adoption reports and metrics
Develops standard processes and procedures for tools requirement elicitations, implementation and operations related to governance, configuration, administration and escalations
Develops, reviews, and approves business requirement documentation and UI experience for tool enhancements based on business needs
Manages, coordinates, and communicates technical pilot deployment activities of tools across teams in customer operations organization
Manages and/or supports various Customer Operations projects and initiatives, including leading information-gathering interviews and focus groups, conduct analyses, gather disparate information from varied resources internally and externally, facilitate meetings with stakeholders at various management levels and present findings to senior management
Serves as key liaison between IT support teams and Customer Operations for enterprise desktop applications
Coordinates and facilitates tool and application standardization activities with Desktop Tools teams
Coordinates and facilitates tools activities related to Problem and Trouble Management
Drives coordination and facilitation related to Tools Feedback Management processes
Consults and partner with CRM and IT teams to align strategies in support of organizational goals
Manages, coaches, and develops a team of desktop individual contributors as well as cross functional employee communication and cooperation as needed
Master’s Degree Business Management, Management Information System, Communications or a related
Experience facilitating for employees at various level

Desktop Software Product Manager Resume Examples & Samples

Strong understanding of IT economics
Strong Financial/Technology/Business Financial knowledge
Demonstrate project management experience and detailed knowledge of products, risks, processes, and client base
Working knowledge of Citigroup, the financial services industry and financial products
Proficiency in Word, PowerPoint, Excel, Outlook

Enterprise Desktop Manager Resume Examples & Samples

Define and execute the management of the iHeartMedia’s strategic desktop roadmap, including operating system and hardware strategies as well as core supporting tools
Provide technical direction and advice to senior technology leadership regarding long-range planning of systems, hardware and tools
Responsible to Manage and oversee “White Glove” Executive support; including 24x7 and remote support (travel) when requested
Act as a technical consultant by assigning in leading the creation and implementation of enterprise solutions
Ability to manage multiple technicians and end user’s expectations
Responsible for the internal user experience on Windows, Mac OS platforms, phones, tablets, etc
Take ownership of end users issues and ensure problems are resolved timely
Proactive in communication to end users and technicians as issues arise ensuring prompt and accurate feedback to end users
Set the pace and workflow for the entire team
Manage and support executive leadership team
Maintain and optimize client devices asset lifecycle management program
Optimize enterprise tools to their full capability
Be metric driven and deploy shift-0/left strategies to decrease MTTR, improve KPIs and enterprise desktop metrics
Demonstrated thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability required
Excellent end users service and interpersonal skills required
Ability to prioritize multiple tasks and projects required, along with strong organizational skills required
Bachelor’s degree is preferred. Any and all degrees must be from a regionally accredited institution of higher education
Experience supporting in an Entertainment or/or Media Organizations is a plus
4+ years of proven experience providing “White Glove”, Executive services
10+ years of hands-on experience troubleshooting, maintaining and performing computer related repairs and desktop application support
Direct supervisory experience coordinating the administration of large desktop environments and technical support teams is required
In depth understanding of Microsoft SCCM, device imaging, zero touch deployments, and desktop patching processes
Experience with the Casper JAMF suite

Remote Desktop Tech Ops Manager Resume Examples & Samples

Leading, managing, and directing a team of 8-14 Technology Operations Analysts, as a unit of a larger organization, in a technical environment utilizing remote desktop technologies
Ensuring successful progress against all client core service metrics
Experience gathering and analyzing data, pertinent towards building compelling business cases as required promoting senior management endorsement and stakeholder buy in. Such analysis and proper presentation are crucial components in affecting change to observed areas of improvement
Experience developing concise executive summaries which encompass key benefits of a project or initiative

Desktop Manager Resume Examples & Samples

Strong understanding of troubleshooting techniques
Highly organized multi-tasking abilities
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Senior Desktop Applications Product Manager Resume Examples & Samples

Establish strategic plans aligned with corporate goals for products, components and/or functional areas responsible; establish and monitor tactical plans to achieve strategic goals
Oversee Product Managers in the development of associated roadmaps and ensure coordination across products, components and functional areas
Oversee development and delivery of collateral and demonstrations for products, components and functional areas assigned to Product Managers managed
Oversee the budget management across responsible products/components/functional areas
Overall responsibility and coordination of the new enhancement intake process across products/components/functional areas, from new request assessment to scheduling request into releases with IT
Overall responsibility for the Desktop Applications Product Management JIRA board, including coordination of updates and changes
Ensures Business/Product Management participation in IT sprint reviews for new releases to ensure compliance with business requirements and usability
Ensures Product Management alignment with IT and Project Management for change control management
Coordinates issue escalation to management
Overall product lifecycle responsibility for all products/components/functional areas assigned to Product Managers managed
Hire, train and coach supporting staff. Develop staffing plans, conduct periodic performance reviews and establish career development plans for staff
Strategic thinker with six to eight years of professional experience in a marketing-related field. Three to five years of product management experience, preferably in a related product area
Three to five years’ experience in the telecommunications/broadband markets and specifically with complex technologies such as BSS/OSS solutions
Outstanding performance in previous job with demonstrated success in new product development and launch activities, including market research, financial business case development, marketing communications and attainment of revenue objectives
Strong leadership, organizational, project management and interpersonal skills
Previous experience managing professional staff in Marketing, including hiring, training and coaching support staff
Excellent communications, presentation and public-speaking skills
Independent, self-motivated and detail-oriented
Customer focused attitude
Excellent teamwork skills, teamwork focused, experience in managing cross-functional teams and groups
Ability to develop and manage budgets and financial plans, including excellent associated computer skills (Microsoft Excel)
Day-to-day working knowledge of computer programs, including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, project management tools and relevant Convergys databases (Lotus Notes and financial databases)
Prior experience and knowledge of JIRA is strongly recommended
Ability to travel up to 10-20% of the time

Desktop Applications Product Manager Resume Examples & Samples

Is the perceived overall owner and the first business point of contact for their assigned product/component/functional area
Creates and maintains the overall product/component/functional area vision and strategy
Develops and maintains product roadmap for their assigned product/component/functional area
Responsible for the overall budget management for assigned product/component/functional area
Manages the allocation of budget between defects and new enhancements
Works with IT to review, prioritize and schedule defects into releases
Manages the enhancement intake process for the assigned product/component/functional area, from new request assessment to scheduling request into releases with IT
Performs IT sprint reviews for new releases to ensure compliance with business requirements and usability
Supports IT and Project Management with change control management
Performs pre-release demonstrations to key business stakeholders
Creates overviews of new enhancements/functionality for new releases
Supports product pilots and launches
Manages the overall assigned product/component/functional area product lifecycle
Experience in front-line client-facing roles, presenting to technical as well as business-focused audiences
Experience in Product Management, Project Management or another related disciplines
Experience in the telecommunications/broadband markets and specifically with complex technologies such as BSS/OSS solutions
Ability to effectively communicate with executive levels at across the organizations
Strong visionary with the ability to clearly articulate the vision and garner support
Demonstrated collaboration skills
Thorough understanding of the Product Life Cycle, the Software Development Life Cycle, and high quality requirements
Strong presentation and communications skills
Ability to multitask and work across organizations
Must have proficiency with various desktop software applications including Microsoft Outlook, SharePoint, Word, PowerPoint and Excel

Engineering Manager, Desktop Applications Resume Examples & Samples

You'll build and lead our remote desktop application engineering teams and drive an excellent customer experience, continually raising the bar on functionality, usability, and simplicity
You'll lead the planning, execution and success of multiple projects working closely with other desktop application teams and other departments, including product and design
You'll ensure high standards in architecture discussions, code reviews and provide technical leadership to your team members helping them grow both technically and professionally
You'll manage the relationship with the remote contracting engineering team, helping recruit new engineers to the team and acting as a liaison between the contractors and local Box teams
At least 2 years of experience managing remote contracting engineering teams
Strong desktop application development experience, either Windows (C++ / C# + .NET or similar) or Mac (Obj-C / Swift + Cocoa), preferably both
Academic background in computer science or a related field

Problem Manager Gpws-desktop Infrastructure Operations Resume Examples & Samples

Knowledge Management
Incident and Problem ticket analysis and trend analysis
Document technical processes and procedures in a clear and understandable fashion
Liaison/Knowledge transfer between GPWS Services and Service Desk/Country IT
Open to go the extra mile
High level of adaptability

Desktop Engineering Manager Resume Examples & Samples

10+ years of experience in a professional work environment
5+ years of experience in leadership of complex programs and large deployment projects
Experience with troubleshooting and resolving technical issues with operating systems and with diagnosing security patching issues
Experience with Symantec PGP Server Administration, Microsoft Deployment Toolkit, Big Bang UIU imaging, and Enterprise Encryption
Experience with security and patch management, including Microsoft, Symantec, and McAfee, to federal standards a plus
Knowledge of Casper, DEP, and VPP for Enterprise Apple management
Knowledge of ITIL practices a plus
Ability to guide the team and directly assist with developing standard operating procedures (SOPs), work instructions, policies, and procedures
BA or BS degree preferred

Desktop Services Manager Resume Examples & Samples

Provide leadership and direction for Desktop Services staff
Supervise daily tasks and maintain adequate levels of staffing
Monitor and refine individual and departmental performance goals
Provide mentoring and professional development opportunities
Develop and maintain procedural documents
Conduct skills analysis and identify team training needs
Handle corrective action as needed
Hire personnel and conduct performance evaluations in conjunction with the Director of Information Technology
Provide an outstanding level of customer support for firm attorneys and staff
Act as liaison for local office managers to ensure that local office support needs are met
Monitor team's onsite travel and ensure that issues are appropriately communicated and dealt with or escalated to the appropriate IT personnel
Coach team members on proper interaction with users, handling and escalation of users, and follow up procedures
Continually review team's tasks to ensure that they are completed thoroughly and in a timely manner
Work closely with User Support Services to ensure orderly transfer of Tier 1 support tickets to Tier 2
Manage firm inventory and purchase equipment as directed
Ensure that inventory is properly maintained
Ensure that PCs are correctly placed and updated
Manage retirement and secure disposal of end-of-life equipment
Follow and enforce departmental standards for procurement
Participate in the annual IT Department budgeting process
At least four years of experience directly supporting or managing a desktop support team in a Microsoft centric multiple-location environment, including direct management of desktop support staff, with responsibility for recommending or executing purchase of PCs, printers, and peripherals
Strong customer service focus, with the ability to motivate and inspire direct reports to provide excellent service
Good interpersonal skills; respectful and team-oriented, assertive but tactful, receptive to feedback and embracing continuous improvement
Excellent work ethic: strong sense of ownership for both personal and team work, doing what is needed without being asked, following through
Understanding of Microsoft SCCM and task sequencing is a plus
Previous law firm or professional services experience preferred but not required

Desktop Engineering Manager Resume Examples & Samples

Manage Third Level Desktop Support: Ensure that the ServiceNow Desktop Engineering queue is monitored and updated. This will entail receiving, investigating, troubleshooting, updating and ultimately resolving or routing the ServiceNow requests according to stated SLA’s. This can entail working directly with other Global Technology Services groups or application owners to resolve the issue or complete the task that has been assigned. Must communicate clearly each stage of the process to completion
Application Package Creation/Deployment: Ensure that the team is following documented procedures for application package creation and deployment. Refine the process as needed to facilitate more efficient workflows
Monitor, Notification and Report Generation: Monitor all key aspects of the team’s work and produce reports to show their effectiveness
Security: Work indirectly or directly with the Information Security group (GIS) to ensure that all applications meet Time Inc. security guidelines for required patches, rollouts and upgrades. Proactively seek opportunities to upgrade desktop applications to improve the overall security footprint of the company
Ability to work effectively with other technology groups, as well as non-IT groups
Responsible and detail orientated
A bachelor’s degree in Computer Science or related expertise
Three to Five years’ experience supporting technology in a corporate environment

Desktop Manager Resume Examples & Samples

Provide daily on-site direction of deskside team activities, including monitoring individual work queues; assigning work; providing status updates; prioritization of tasks and coordination of resources; creating, understanding and enforcing policy; and maintaining SOP and reliable method documents
Ensure the daily work queue is efficiently managed to meet SLA and expected-by dates and to minimize and evaluate breached and pended tickets. Monitor staff work and efficiency
Manage all aspects of the team, including hiring and performance evaluations
Develop partnerships with other IS teams to ensure efficient, effective and timely delivery of IT services
Collaborate with IT Operations counterparts to manage our hardware platforms across the enterprise
Escalation point for any deskside-related incident requiring management involvement/review
Maintain an adequate spare parts inventory of hardware and supplies, ensuring continuous improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware and software across the environment
Recommend, test and specify PC hardware and software as technologies advance
Accurately document and raise awareness to instances of hardware failure, repair and removal
Conduct rounding sessions with each PC Tech on a regular basis. Provide regular performance updates and coaching; provide active feedback of current staff performance and corrections/recommendations to maintain metrics
Manage support plan for satellite PC Technicians to ensure regular visits and support provided to the Nemours satellite facilities
Facilitate Daily Huddle and ensure the visibility board is current, including metrics and escalated issues
Maintain current inventory and asset management, including listing of personal computer hardware, printer’s peripherals and software
Coach and mentor on continuous improvement principles

Service Desk & Desktop Manager Resume Examples & Samples

Service Delivery
Identify areas for improvement and suggest changes (process, people, tools, documentation)
Member Management
Understand overall Service Desk objectives, as well as the role and function of each team member
Manage the development of the team by ensuring that daily tasks and activities are in line with abilities
Understand career aspirations; recommend and/or approve training requests to develop and refine the skills of the Service Desk members
Conduct performance evaluations and member satisfaction reviews
Involvement in the implementation of new services
Bachelor’s degree and 3-4 years of experience in technical management or in a related area, or suitable combination of education and relevant experience; technical or management certifications are a plus, but not required
Demonstrated ability to motivate, support and manage multiple technical resources
Intermediate understanding of Windows environments and other common information technology concepts
Customer Experience Management

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