Desktop Support Manager

Company Name:
Salary period: Annual
The Deskside Support Manager position is responsible for the operational activities of Desktop Support and Field Techs. Responsible for a geographical area that will deliver deskside services and support to a broad range of CompuCom's clients that have service level agreements. Provides first line management for a staff of approximately 25 client facing technical dispatch direct reports that do mostly break/fix, laptop, desktop, tablet and printer troubleshooting, warranty and non-warranty. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements.
Responsible for meeting or exceeding contracted service level agreements. Interfaces with CompuCom clients to ensure high levels of service satisfaction. Schedules projects, on site back fills, 7x24 duty pager, and weekend work. Monitors daily open calls in the call management systems. Reallocates resources when necessary based on work load dynamics. Works closely with Field Operations Center personnel to manage queue's, aged calls, SLA, Inventory, and Real Time updates. Identifies trends with system and process problems, and works with all necessary departments to correct. Regular updates to Clearvision and FE Advisor, assigning zip codes to dispatch techs and insuring training Matrix is accurate. Periodic review/updates of area and client procedure pages. Assists in budget development for assigned area of Dispatch Services delivery and continual monitoring for financial compliance. Prepares and analyzes reports and records on department activities. Provides input to Area Services Manager and Regional Vice President on performance of assigned staff, regional improvements, and on-going CPI efforts. Mentors, coaches and motivates service personnel to meet and/or exceed customer satisfaction goals and/or objectives. Manages any personnel or discipline issues that may arise. Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc. Provides training, coaching, and counseling to subordinates for continuous improvement.Qualifications:
Requires 5-7 years of related work experience and Bachelor's degree, technical training, or equivalent combination of education and experience.
Experience in servicing hardware and software required with previous supervisory or management experience preferred.
Strong customer service abilities, analytical, interpersonal and leadership skills required.

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