Job Title: Desktop Services Manager
Job Location: Washington, DC
Eligibility/Clearance: Must be authorized to work in the US
Job Description: The Desktop Services Manager is responsible for leading
a team of technicians to provide escalated support in the Washington DC
office and manage the end-to-end lifecycle of the Firm’s workforce devices and endpoints.
This includes the planning, deployment, and ongoing maintenance /
support of the Firm’s appliances (e.g., laptops, desktops /
workstations, desktop peripherals, mobile devices, printers / copiers).
This role actively partners with cross functional technical and
non-technical stakeholders to align workforce appliances with identified
Firm needs, providing a reliable and efficient technology experience for our lawyers, staff, practice groups, and
clients.
The combination of technical acumen with a relentless customer focus,
communication skills, and a desire to help prevent / resolve issues
enables the Desktop Services Manager to deliver a gold-standard
technology experience.
Qualifications:
Education & Credentials
-College degree is strongly preferred, ideally in Computer Science,
Information Systems, or a related technical discipline.
-Appropriate technical certification(s) are preferred.
Knowledge & Experience:
-7+ years of relevant experience, including 4+ years of team management
and service operations management, ideally in a large Law Firm setting,
a comparable professional services organization, or a legal information
services provider.
-Demonstrated experience in user centric services leveraging ticketing
system, ITIL, and ITSM best practices setting a high bar for customer
service.
-Demonstrated experience building operational workflows in collaboration
with departmental and organizational stakeholders.
-Demonstrated experience with Windows based laptop/desktop system,
mobile devices, and peripherals.
-Direct experience supporting Microsoft SCCM and PXE deployment
methodology.
-Demonstrated experience with Microsoft operating system architectures
and platforms, Windows 11 preferred.
-Demonstrated experience managing, developing, and motivating a team of
desktop support technicians.
-Demonstrated experience in supporting desktop / device management
solutions (e.g., Intune, SCCM, AVD).
-Demonstrated experience in managing workforce devices (e.g., Printer,
Copiers, Scanners).
-Experience with mobile email encryption services and applications.
-Working knowledge and understanding of wireless network architectures
and designs, including knowledge of firewall operations and access
controls, server virtualization technologies, and information security best-practices.
Skills & Expectations
-Strong service orientation, and an understanding of the importance of
developing effective working relationships with users and organizational
stakeholders of all levels.
-Demonstrated ability to manage a team of information technology
specialists in the execution of both project and operational workloads.
-Excellent communication and interpersonal skills, with ability to
present complex data clearly and concisely.
-Strong analytical and problem-solving abilities to drive initiatives.
-Ability to work well under pressure
Duties and Responsibilities:
-Plans, prioritizes, and manages asset delivery, support and
maintenance, and disposition activities to ensure that the Firm’s devices operate reliably and effectively.
-Oversees a team of technicians who provide L2 support for end-user
workstations and office devices in the DC office.
-Partners with IT Asset Manager to track inventory and lifecycle
management of workforce devices and endpoints, including strategic planning and procurement
through asset retirement and disposal for all Firm offices.
-Coordinate with office and firm stakeholders to support office moves,
setup/teardown, new hire, leaver, and other operational support
activities.
-Liaises with IT and cross-functional stakeholders to proactively
identify opportunities for enhancement to the workforce devices and enduser kits.
-Proactively partners with IT Help Desk Manager, IT Regional Management,
IT Service Governance Manager, and leadership to understand ticketing trends and
address systemic issues, leverage best practices.
-Supports the evaluation of laptop/desktop hardware, mobile devices, and
peripherals, per design by the End User Computing team.
-Actively maintains the asset repository for applicable devices to
proactively monitor financial obligations, end-of-life scheduling, and other Firm
obligations.
-Develops and manages the desktop services budget.
-Actively manages all 3rd party vendor and support services associated
with the procurement, deployment, and maintenance of Firm devices and appliances.
-Partners with End User Computing (EUC) team to implemented design and
firm standards developed by the EUC team.
-Partners with Cybersecurity team to implement and execute agreed
policies.
-Oversees and maintains necessary documentation for standardized
delivery of services through knowledge articles, necessary
documentation, and best practices.
-Leads, directs, evaluates, and develops a team of desktop services
professionals and support staff to ensure high customer service.
-Maintains loaner inventory for laptops, mobile devices and necessary
wireless communication devices to support for firm travel.
-Maintains the Firm desktop equipment assignment inventory for
provisioning.
-Uphold high standards of confidentiality, discretion, and integrity,
particularly with respect to all sensitive and/or confidential firm and
client information to which this position will have access.
Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE)
who will provide equal employment opportunity to employees and
applicants for employment without regard to race, ethnicity, religion,
color, sex, pregnancy, national origin, age, veteran status, ancestry,
sexual orientation, gender identity or expression, marital status,
family structure, genetic information, or mental or physical disability.