Manager & Engineer Desktop Troubleshooting & Support Expert

for Garrison Associates in Stamford, CT

Windows 7 Migration, Desktop troubleshooting expertise, 
Stamford, CT
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Manager  & Engineer Desktop Troubleshooting & Support Expert (two roles: manager has same backround + manager experience)

Position Summary:

The Manager of Desktop Troubleshooting & Support Expert team is responsible for providing advanced support and life cycle management for desktop, laptop and thin client hardware, operating systems, and core applications that run on the devices.

Given the evolutionary state of the firm IT department, the candidate in this role must be a highly motivated individual that can proactively and autonomously identify process/technology improvement opportunities, and drive the implementation of those improvements. The successful candidate will be analytical, articulate, comfortable with conceptual shifts, and decisive. The ability to objectively examine issues and determine facts for continual self-improvement is a fundamental responsibility for all the firm’s employees.

Responsibilities would include:

       Build out, manage and maintain a best-of-breed desktop and problem management support organization

       Participate in evolving the new, larger desktop operations team

       Establish organizational goals and supporting processes to achieve the desired team outcomes

       Set, enforce, measure, and communicate service levels and offerings for desktop operations to customers and management

       Envision and execute delivery of new technologies, processes, policies, and procedures

       Partner with engineering on new projects

       Assume accountability for organizational, financial, and budgetary issues

       Hire, develop, and manage staff, including removing under performers, provide leadership, guidance, and training to direct reports

       Achieve or exceed all department performance metrics and targets

       Provide oversight and workload management for desktop associates, who are responsible for:

o   Providing 3rd level support for workstation incident and problem escalations from the Help Desk

o   Performing advanced troubleshooting for workstation:

§  Operating systems (Windows, Linux)

§  Provisioning

§  Hardware (Desktops, Laptops, Thin Clients)

§  Security (AD GPO, login scripts, local policies, endpoint security software)

§  Core applications (Office, IE, Adobe Reader, Adobe Flash, etc)

§  Patching/software deployments

§  Performance issues

o   Problem management:

§  Own the problem management process, including communications to the business

§  Diagnose and remediate workstation problems

o   Maintaining the workstation build (i.e. image, scripts)

o   Forecasting, rationalizing, planning, and coordinating necessary patches and upgrades

o   Performing lifecycle management for core desktop applications

o   Maintaining support documentation

       Partner with workstation engineering on new initiatives/projects and ensure newly engineered solutions meet operational requirements

Position Requirements:

       Bachelor’s degree or equivalent experience

       10+ years of combined technical and managerial experience, preferable in a mid-sized environment (1,000+ endpoints)

       Extensive experience leading Windows 7 migrations from a support/operational perspective

       Experience building operational organizations and processes

       Holds people accountable for actions

       Acts like an owner when making all decisions

       Strong goal orientation

       Excellent verbal and written communication skills

       Delivers consistently on commitments; sets clear and high expectations

       Ability to manage all parts of an initiative from design through implementation

       Ability to approach and solve problems both individually and as part of a team

       Ability to manage and support a highly technical, and high-performing team

       Ability to lead work efforts and tasks to completion with a results-oriented mindset

       Experience with product management and ITIL

       Technical knowledge of:

o   Operating systems (Windows XP, 7)

o   Workstation imaging (e.g. Sysprep, VMWare templates/cloning) and build scripting

o   Hardware (Desktops, Laptops, Thin Clients)

o   Security (AD GPO, login scripts, local policies, endpoint security software)

o   Core applications (Office, IE, Adobe Reader, Adobe Flash, etc)

o   Patching/software deployments (e.g. using Altiris, SCCM, LanDesk, or similar tools)

o   Performance diagnosis methodologies and tools (e.g. using perfmon/Liquidware Labs or similar tools)

o   Virtual Desktops, Application virtualization

Preferred candidates would also meet the following criteria:

       ITIL Certification

       Microsoft or other vendor Certifications

       Experience with desktop engineering a plus

       Worked in a growth environment

       Participated in process of bringing structure to chaos 

Ed Ashburn
Garrison Associates
500 5th Ave.
Suite 940
New York, NY 10110
Fax: (212) 354-6008