Desktop Support Manager

Notes to applicants:

• Dimensional sees great value from collaborating in our offices and appreciates the benefits of flexibility. Most roles fit our office-first hybrid approach: We are together on our campuses Tuesdays, Wednesdays, and Thursdays and have the choice to work in the office or remotely, depending on what is best for that work day, on Mondays and Fridays. This approach maximizes in-person collaboration and interaction while simultaneously providing flexibility and applies to most roles globally with a few exceptions that require more or less time in the office. Please discuss with your Recruiter to confirm the details for this specific role.

• Resumes and portfolios (when applicable) are required as part of your application. When applying from a mobile device or tablet, you may not be able to attach a resume. If you cannot include an attachment at the time of your application, you will receive a follow up email asking you to attach your resume from a computer.

• Here at Dimensional, we strive to be an inclusive workplace for all. Even if you do not match every qualification listed, if you are interested in who we are, what we do, and why we do it, we suggest and encourage you to apply.

• If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, such accommodation is available upon request.

Job Description:

Dimensional was built around a set of ideas bigger than the firm itself. With a confidence in markets, deep connections to the academic community, and a focus on implementation, we go where the science leads, and continue to pursue new insights, both large and small, that can benefit our clients.

The Technology Department at Dimensional leverages the rapidly evolving state of the art to engineer scalable, innovative, and research driven solutions to improve our client’s financial lives.   

We are looking for a Desktop Support manager to join our team. The Desktop Support Manager is a strategic leader delivering desktop support services and ensuring a reliable, stable, and secure environment with a focus on operational excellence. 

You may be a fit for this role if you:

• Are open-minded, curious, and resourceful.
• Are passionate about/stay current with modern technologies.
• Solve problems systematically and transparently.
• Share ideas, solicit/integrate feedback, design and solve collaboratively.
• Take an engineering approach and demonstrate automation and security mindsets.

What you might work on:

As a Desktop Support Manager, you will be responsible for the day-to-day planning and operational oversight of client workstation deployment and Level 2 (L2) onsite support services.  You will grow, manage, and lead a global desktop support team dispersed across six sites and supporting fourteen locations.  This team provides request fulfillment and deskside assistance for issues that impact end-user productivity.

• Lead the Support Team's operational and strategic planning, including fostering innovation, planning and overseeing projects, and organizing and negotiating the allocation of resources.
• Understand and develop fiscal planning and discipline, including forecasting of future needs and managing and strengthening relationships with vendors and suppliers.
• Develop long-term strategies and capacity planning for meeting future workstation environment hardware and software requirements.
• Partner with the project management team to represent and provide Desktop Support input and services as required.
• Partner with our customers to align expectations, including SLA adherence.
• Implement and manage a data driven approach to support, using metrics to measure and optimize support activities.
• Manage the deployment, maintenance, configuration, upgrade, and support of PCs, endpoint operating systems, client hardware, software, and peripherals.
• Collaborate with business stakeholders and IT management on an ongoing basis to collect feedback to improve services and support, and keep customers informed of any changes that impact the employee base.
• Oversee the daily operations of the Desktop Support function including staff assignments, shift coverage, reporting, and providing direction in prioritizing workflow activities.
• Drive performance output of the Desktop Support team staff, measuring and setting key objectives for individuals, processes, and the team.
• Manage Support Team's staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Perform other duties as assigned.

Qualifications:

• Degree in Information Systems, Computer Science, Computer Engineering, or related field or equivalent work experience.
• Recent global Desktop Support operations experience as well as full scope direct management experience including staff assignments, shift coverage, performance monitoring, and reporting.
• Current hands-on technical experience with installation, configuration, testing, maintaining, monitoring, and troubleshooting of end-user workstations (Windows, Mac, and Linux) and related hardware and software to deliver required service levels.
• Possess strong business acumen and understanding of global business operations, team dynamics, and effective collaboration strategies to generate buy-in for goals and objectives.
• Proven ability handling escalations, managing major incidents, understanding and measuring service demand, and setting the right priorities and objectives for the team.
• Previous success with asset management, inventory management, and budgetary responsibilities.
• Proven ability engaging and leading product initiatives and projects where desktop intervention was required.
• Exceptional verbal and written skills, with the ability to articulate a clear point of view on complicated issues in clear, concise communications at various levels of the organization (C-level, peer, direct reports, and cross-functional teams).

Preferred Competencies:

• Certification in ITIL v3/v4.
• Experience with software distribution and system imaging tools (Microsoft SCCM, Jamf, Intune).
• Cisco Video Conferencing (VC) set up and issue resolution experience.
• Experience managing mobile/tablet devices and applications.
• Palo Alto or other industry-standard threat protection, firewall, and VPN solutions.

Dimensional offers a variety of programs to help take care of you, your family, and your career, including comprehensive benefits, educational initiatives, and special celebrations of our history, culture, and growth.

It is the policy of the Company to provide equal opportunity for all employees and applicants.  The Company recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to actual or perceived race, color, religion, religious practice, creed, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), caregiver status, gender, gender identity, gender expression, transgender identity, national origin, age, mental or physical disability, ancestry, medical condition, marital status, familial status, domestic partnership status, military or veteran status or service, unemployment status, citizenship status or alienage, sexual orientation, status as a victim of domestic violence, status as a victim of stalking, status as a victim of sex offenses, genetic information, political activities or recreational activities, arrest or conviction record, salary history, natural hairstyle or any other status protected by applicable law except as otherwise required or permitted by law or regulation applicable to the Company or its affiliates.