Manager, Client Support (Desktop Support) required to Oversee the Client Support function to ensure effective customer focused support including installati

ROLE:

In this role, you’ll manage the Client Support team, including organizing, scheduling, assigning work, providing instructions, advice and directions, as well as, providing performance feedback and skills development opportunities.

Oversee and develop the Client Support function to ensure effective customer focused support. This includes installations, upgrades, maintenance, access provisioning/supporting of software and hardware for user desktops, laptops, printers, copiers, MFPs, and other peripherals including phones (mobile/desk),audio/video equipment.

Oversee the development of Client Support processes and procedures consistent with providing effective request fulfillment and incident resolution support to users. Ensure that these procedures are adequately defined and kept up to date.

In a typical day, you will:

Ensure the needs of the user community and I&TS groups are being met through the CS team. Report on the results of evaluations and assessments with conclusions and recommended actions to the Senior Manager.

Design and manage the user computing platform, develop and maintain relevant technology standards based on industry best practices, and manage the user technology roadmap.

Collaborate with various individuals and teams across the organization to deliver solutions and serve as subject matter expert in user computing technology. Ensure governance and compliance with standards and focus on delivering excellent customer experience.

Participate in and provide required resources to support change initiatives and other activities with I&TS. Coordinate with business and technical project teams to provide qualified resources to address specific work programs and issues.

MUST HAVE:

Knowledge of computer science subjects and disciplines to design, develop and support small to large scale computer systems and networks.

Specific knowledge would include programming, system design, database modeling, networking and system administration. Requires a knowledge of technical writing to prepare effective reports.

This knowledge is considered to be normally acquired either through the successful completion of a bachelors degree (four-year university) in the appropriate discipline

Requires exercising supervision over others including planning, organizing, and scheduling work; maintaining quality and accuracy of work; dealing with problems and personnel matters; and setting work methods, procedures, and standards.

Requires considerable experience in the design, development and support of computer systems. This experience will be gained through work in the following areas:

• computer system architecture, design and integration
• system networking
• administration and use of standard or proprietary computer operating systems
• support of small to large scale computer systems
• database design and administration.
• leading individuals to provide an IT support function

A period of over 8 years up to and including 10 years is considered necessary to gain this experience.