Desktop Support Manager

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's “Best Places to Work in Technology” for 2018 and #3 on the “100 Best Companies to Work For” list in 2018. Ultimate is also ranked #1 on the Fortune’s “100 Best Workplaces for Millennials” for 2018 and #3 on its "Best Workplaces for Diversity” list for 2017.

Primary/Essential Duties and Key Responsibilities:


â- Manage and mentor a team of desktop support engineers; develop their customer
service and technical skills
â- Ensure sufficient hardware stock levels to meet day-to-day business needs (i.e. laptop
refresh, new hires, etc.)
â- Ensure annual laptop/desktop refresh is completed on-time and within budget
â- Manage asset allocation of all laptop/desktop computer assets
â- Drive efforts to provide world class end user support and improve user experience
â- Oversee the process for deployment, maintenance and support of all end user devices,
software and operating systems.
â- Manage Service Requests and incidents to ensure SLAs are met
â- Participate in Major Incident resolution and other ITSM roles as part of our ITSM
â- Work with other IT organizations to handle incident resolution (infrastructure, security,
applications, database management, etc...)
â- Ensure standards and processes are followed according to compliance guidelines
â- Review and maintain status report/dashboard and analyze metrics in order to take
appropriate actions
â- Complete annual performance evaluations and 1:1 meetings to ensure staff is meeting
objectives and responsibilities
â- Coordinate and schedule staffing for normal business hour support, on-call and off-site
â- Other duties as assigned by Sr. Management

Required Qualifications:

(Knowledge, Skills and Abilities)

â- Bachelor's degree in IT, Computer Science or related field
â- Minimum of 5 years of experience as a service desk/desktop support
supervisor/manager role
â- Minimum of 3 years of experience with managing a medium to large size organization
â- Experience with the use of ServiceNow and ITIL processes
â- Extensive Experience supporting Microsoft, Apple and Linux operating systems
â- Experience with desktop imaging and deployment technologies (SCCM, JAMF, etc..)
â- Excellent organizational, project management and problem-solving skills
â- Exceptional interpersonal skills

Physical Requirements:

  • No unique physical demands are required for this job.
Travel Requirements:

  • 25%

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.

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