Job Description

JOB SUMMARY:

The Sr. Desktop Systems Specialist role is to provide technical leadership and guidance to the desktop support staff to support and maintain in-house end-user computing devices, initiatives, and peripherals. Tasks include utilizing advanced management tools, configuring group policies, managing OS patch procedures, generating reports, creating technical roadmaps, overseeing staff work, project management, vendor management, and creating standard processes and procedures for customer continual improvement services.  This role will be required to work with multiple CBUs (Customer Business Units) to address their end-user needs while monitoring and ensuring all requests are completed within SLAs (Service Level Agreement).   The person will actively engage with the various third-party vendors and partners to streamline best practices and implement new technologies.

JOB RESPONSIBILITIES:

• Project Coordination
  • Lead the vendor, partners, and internal resources to implement projects designed and planned internally through the service planning and technology upgrade roadmap.
  • Some of the projects include desktop lease refresh, Windows OS upgrades, VDI implementation, OS deploy automation, and application upgrades.
• Service Management
  • Collaborate with multiple business clients to understand their business needs and determine and validate an agreed solution's completion.
  • Identify areas of improvements related to Desktop Support operations and provide recommendations to management
  • Update the service model based on the ITIL framework (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement). Focus on continual service improvement by communicating regularly with multiple client units, vendors, and partners and analyzing ticket trends and SLA reports.
  • Monitor the service ticket SLAs with the vendor for the timely resolution of all CBU service tickets.  Create and submit a root analysis when required.
  • Submit Executive Summaries for the manager's approval. Assist in monitoring and forecasting the budget for stock and lease refresh orders to prevent interruption of the business or active projects.
• Technology Planning and Support
  • Plan out the technical roadmaps for the end-user services by researching EOL schedules, identifying compatibility of existing solutions/applications against the evolving future technologies, and aligning security enhance requirements.
  • Create timelines and budget requirements for the actual implementation of the project.
  • Manage MS SCCM for package deployment, patch management, and generate device reports for statistical research
  • Manage GPO for user device lockdown and enterprise management
  • Maintain and expand a VDI environment, and create deployment strategies when necessary
  • Oversee OS image creation for all CBU and ensure compatibility with all hardware models through testing and verification
  • Research and create OS and browser roadmap addressing the dependency with applications
  • Participate in user device standard selection
  • Manage available stock levels for timely deployment and replacement (H/W and S/W).
• Vendor Management
  • Provide technical guidance and enforce the company's technical standards and best practices.
  • Create and update standard procedures for break-fix, system update, and system upgrade as necessary
  • Meet with the vendor regularly to address any technical issues that impact the customer service level.
  • Create policy and procedure documents and enforce the best practices implemented.
  • Provide the last level of technical support for the service tickets that could not be resolved by the vendor or out of the service agreement scope.
• Supervisor Support
  • Coordinates and confirms that quality client service is provided by staff and partner vendors.
  • Acts as lead technician and escalation point for problem resolution
  • Is responsible for ensuring that all incidents and problems are resolved within SLA.
  • Provides input to the manager for continuous improvement in process and technology
  • Lead and/or attend meetings in managers absence and provide status updates identified
  • Identify trends that negatively impact the performance of HW/SW and perform QA checks.
  • Create reports to Client Device Manager

REQUIRED SKILLS, ATTRIBUTES & EDUCATION:

• Bachelor's Degree in IT related area or equivalent experience required
• CompTIA A+ required
• Microsoft Certified Professional required
• ITIL Foundation Certification preferred
• Project Management Professional (PMP) or any PMI certs - Plus
• 5+ years' experience working in a corporate environment supporting 1000+ users.
• 3+ years' experience working in a supervisor role
• 2+ years' experience working as a project manager
• 3+ years’ experience and understanding of M365, Cloud solution, Virtual Desktops, and Automation DaaS
• Must have fluent technical knowledge of end-user device management through MS SCCM and via GPO, including patching and report generation
• Excellent communication skill and customer service

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