DSS Manager

Role: Desktop support Manager(Intune and SCCM MSP)

Duration: 6 Contract to Hire

Location: San Diego,CA (Onsite)

Key Skills: MSP and Windows Upgradation or Migration

Job Description:

Position Summary: The Service Manager is responsible for overseeing and coordinating the Deskside and Service Desk functions within the organization. This role involves managing and supporting a team of professionals who provide technical support to end-users, ensuring efficient and effective resolution of IT-related issues, and maintaining a productive and user-friendly work environment. The Service Manager reports to the SDM and collaborates with other IT and facilities management teams.

Key Responsibilities:

1. Team Leadership:

• Supervise, train, and mentor Deskside Support Technicians and Service Desk Agents.
• Ensure team members are well-equipped to provide high-quality technical support to end-users.
• Foster a positive and collaborative work environment within the team.

1. Service Desk Management:

• Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
• Monitor and improve service desk KPIs, such as response and resolution times.
• Implement and maintain incident and request management processes.

1. Deskside Support Management:

• Manage on-site technical support for end-users, including hardware and software troubleshooting.
• Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
• Manage hardware and software inventory and maintenance.

1. End-User Support:

• Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
• Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
• Identify opportunities for process improvement and user education.

1. Problem Resolution:

• Proactively identify recurring issues and work on long-term solutions to prevent them.
• Maintain a knowledge base for common issues and solutions.
• Collaborate with other IT teams to resolve complex technical problems.

1. Vendor and Asset Management:

• Manage vendor relationships for hardware and software procurement and support agreements.
• Ensure proper asset tracking, inventory control, and budget management for the Deskside and Service Desk functions.

1. Documentation and Reporting:

• Maintain accurate records and documentation for service desk and deskside activities.
• Generate regular reports on key performance indicators and service desk metrics.

1. Security and Compliance:

• Ensure compliance with security policies, procedures, and standards.
• Participate in IT security and compliance initiative