Intuit Manager Desktop Support 

United States, Georgia, Atlanta 

75968480

What you will do:

• Ensures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness.
• Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recovery
• Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems
• Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department
• Experience supporting corporate executives and their assistants
• Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.
• Lead the development of a knowledge center support (KCS)-based comprehensive, continuously improving knowledgebase for incident resolution and user self service
• Provides staff leadership, direction, supervision, training and development.
• Drive continuous improvements to internal processes and to the customer experience overall
• Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.

Must Have skills and experience include:

• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Track record of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
• Demonstrated experience leading projects, effectively delegating responsibilities, and managing highly engaged resources.
• History of building and maintaining productive cross-functional relationships with key stakeholders and business partners.
• Strong attention to detail and creative problem-solving skills.
• Ability to document, write present information to all stakeholder levels.
• Advance knowledge of PC and MAC hardware and software installation, configuration, troubleshooting, and repair.
• Advance working knowledge of Microsoft and Apple operating systems and software products.
• Minimum 7 years of Helpdesk / Desktop management experience in a service environment with more than 2,000 customers in multiple locations.
• Minimum 3 years of experience in an ITIL framework environment with experience in incident and service management required.
• Demonstrated experience driving innovation and process improvement initiatives required.
• Knowledge and experience with ticketing systems, i.e. Service Now and or similar service management tools preferred.
• Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements
• Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)
• Demonstrated experience successfully leading local and remote technical teams in a 24/7/365 environment
• BS Degree highly desired or equivalent combination of technical certifications and experience
• Must be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams

Nice to Have Skills

• Leadership experience in an enterprise environment (5,000+ workers, 50,000 endpoints)
• Working experience managing large rollouts and mass deployments of PC and Apple desktops, laptops and mobile devices
• Working experience with developing, updating, and managing hardware build processes and procedures
• Working experience with expense planning and forecasting for an IT Service Desk or desktop environment
• ITSM asset management experience or certification
• Experience managing capital planning around hardware/software used in an enterprise environment
• Certified Desktop Support Mgr (HDI)
• ITIL v4