Desktop Support Manager

  • Full Time
  • Kansas City, MO
  • Number of Employees:500
  • Maternity Leave Length:Up to 10-12 weeks
  • Paternity Leave Length:4 weeks
  • Work From Home Policy:Both on-site and remote work with flexibility

Website Stowers Institute for Medical Research

The Stowers Institute is seeking a qualified Desktop Support Manager to manage and support a team of desktop support technicians to provide world-class support to our members.

Responsibilities Include:

  • Manage and support a small team of desktop support technicians for tier 1 and tier 2 support to deliver exceptional customer service
  • Communicate with internal clients and provide in-person, high-touch assistance
  • Review survey feedback to improve services, tools and provide world-class support experience
  • Monitor team performance by managing dashboards that catalog incidents, problems and outages in ServiceNow
  • Manage escalations and ensure any issues are resolved in a timely manner to achieve a positive customer experience
  • Manage process for communicating outage/emergency activities to the organization in a clear, concise and professional manner
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed to drive understanding of metrics and develop strategies for improvement
  • Troubleshoot and resolve technical decisions
  • Make recommendations to improve operational efficiencies
  • Implement, measure and report on the IT Support Team metrics and service level agreements
  • Manage desktop refresh process
  • Quote and recommend equipment
  • Provide guidance to team on new technological developments and industry trends
  • Oversee renovations involving A/V equipment and networking
  • Ensure Knowledge Base Articles are available for technicians to use
  • Participate in the IT Change Management process including, planning, system testing and application of controls for all updates made to a test or production environment
  • Maintain IT assets when deploying and/or upgrading department or member equipment
  • Manage vendor relationships as it depends on daily operational needs
  • Develop and mature ticket escalation processes to ensure free-flowing escalation and information within the organization

Minimum Required Skills and Abilities:

  • Bachelor’s degree in computer science, information technology, or a related field
  • At least two years of experience as a Desktop Support Manager or in a technical support management role
  • Knowledge of ITSM and ITIL best practices
  • Experience with Windows 10/11, Mac OS, TCP/IP, Microsoft Office Suite
  • Knowledge of Active Directory
  • Strong technical background
  • Superior customer services mindset
  • Excellent analytical and troubleshooting skills
  • Excellent leadership and people management skills
  • A self-starter willing to commit the required effort to accomplish objectives and identify opportunities, an out-of-box innovative thinker, willing to make suggestions for change
  • Ability to interact professionally and communicate effectively with all levels of the organization
  • Effectively prioritize workload and manage changes in direction and priority
  • Meticulous attention to detail and accuracy in work product
  • Willingness to identify and implement best practices

Additional Preferred Skills and Abilities:

  • ServiceNow Administrator experience

To Apply
Submit the requested documents to careers@stowers.org or to Administration Department, Stowers Institute for Medical Research, 1000 E 50th Street, Kansas City, MO 64110.

Requested Documents 

  • Current Resume
  • Cover Letter

To apply for this job email your details to careers@stowers.org

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