Deskside Support Manager

Eliassen Group
US - District of Columbia - Washington
June 30, 2024

Eliassen Group is supporting a large federal integrator in the search for a Deskside Support Manager.
This position will be providing Executive/VIP support to a large government agency.
For that reason this will be onsite and be part of an on-call rotating shift for nights and weekend.
The candidate must be flexible to work rotating shifts.

This will also be a 6 month contract to hire opportunity and strictly W2.

This position is located in Washington, DC at the client's HQ.
We are looking for an Executive / VIP Deskside Support Manager to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants.
The Executive Help Manager will be responsible for driving our support team in delivering White Glove support to the client's Executives and VIPs, and ensuring our customers receive world class service, as well as the highest level of satisfaction while solving technical issues.
This role requires a very high level of professionalism in appearance, attitude, communication skills.
Must have strong technical proficiency, and the ability to maintain an executive presence.
The manager will lead by example and set the expectation and standard for the rest of the team.
The team member must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software application, telecommunication issues and local network issues.
The team member will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support.
As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades.
He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications.
The work is performed in a Microsoft Windows environment.
Exceptional communication skills are a must for this candidate, as well as the ability to meet aggressive timelines in a very fast-paced environment.
Must have strong customer service skills and be able to multitask between hardware and software solutions.
We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution.
Strong skills with imaging machines and troubleshooting during the image process are a plus.

Must have a minimum of 8 years of experience in leading and managing a team of IT Desk Side engineers.

Must have experience managing teams and technologies that span across all end-user hardware and software.

Must obtain HDI Desktop Support Manager certification within six (6) months of employment on contract.

The support will range from simple to complex system issues and may include VIP support requirements.

The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.

Must have strong customer service skills and be able to multitask between hardware and software solutions.

We are looking for exceptional organization skills, scheduling, and the ability to document processes.

Strong skills with imaging machines and troubleshooting during the image process are a plus.

Customer service and communication skills

Troubleshooting Microsoft Windows 10 (mid-level)

Installation and configuration of new machines in a Windows environment (mid-level)

Smart cards / PIV cards (general knowledge)

Experience with Office 365, VPN, Active Directory, Thin Client

Provide Remote Tool Support

Conference Room / VTC Setups

The team member will perform the following:

Lead daily operations and engineering support function of the team.

Assigns daily task to teams.

Serves and the single POC for issues involving deskside support.

Oversee projects such as deployment and moves.

Responsible for inventory control within the Service Desk area

Customer service and interaction

Advanced troubleshooting and resolution

Imaging new machines

Deployment of new machines

New software installation

Preferred skills and qualifications:

Familiarity with ServiceNow

Ability to work in a fast-paced environment.

ServiceNow Asset and Incident Module (user-based knowledge)

Bomgar

MAC Troubleshooting

Outage Awareness/Management experience

Successful candidate will be in an ON-CALL Rotation for nights and weekends.
Must be flexible to work rotating shifts, see the shift times below:

7 AM 4 PM

8 AM - 5 PM

9 AM - 6 PM

10 PM - 7 PM

Read the full job description and apply online on the recuiter's web-site

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