The law firm of Marshall Dennehey Warner Coleman & Goggin seeks a full time Desktop Services Manager join its growing Center City Philadelphia office.
The Manager, Desktop Services is responsible for the daily technology functions related to Tier 2 desktop support for the firm's 20 offices. This includes configuration and placement of desktop and laptop PCs; end-user application support; purchasing of PCs, printers, and peripherals; and inventory management. The position directly manages a team of IT Specialists and Desktop Engineers with a current total of 6 direct reports.
The Manager, Desktop Services reports to the Director of Information Technology and is a key member of the Information Technology Management Team.
This job is in compliance with Philadelphia's Fair Chance Hiring Law.
Provide leadership and direction for Desktop Services staff
Supervise daily tasks and maintain adequate levels of staffing
Monitor and refine individual and departmental performance goals
Provide mentoring and professional development opportunities
Develop and maintain procedural documents
Conduct skills analysis and identify team training needs
Handle corrective action as needed
Hire personnel and conduct performance evaluations in conjunction with the Director of Information Technology
Provide an outstanding level of customer support for firm attorneys and staff
Act as liaison for local office managers to ensure that local office support needs are met
Monitor team's onsite travel and ensure that issues are appropriately communicated and dealt with or escalated to the appropriate IT personnel
Coach team members on proper interaction with users, handling and escalation of users, and follow up procedures
Continually review team's tasks to ensure that they are completed thoroughly and in a timely manner
Work closely with User Support Services to ensure orderly transfer of Tier 1 support tickets to Tier 2
Manage firm inventory and purchase equipment as directed
Ensure that inventory is properly maintained
Ensure that PCs are correctly placed and updated
Manage retirement and secure disposal of end-of-life equipment
Follow and enforce departmental standards for procurement
Participate in the annual IT Department budgeting process
At least four years of experience directly supporting or managing a desktop support team in a Microsoft centric multiple-location environment, including direct management of desktop support staff, with responsibility for recommending or executing purchase of PCs, printers, and peripherals
Strong customer service focus, with the ability to motivate and inspire direct reports to provide excellent service
Good interpersonal skills; respectful and team-oriented, assertive but tactful, receptive to feedback and embracing continuous improvement
Excellent work ethic: strong sense of ownership for both personal and team work, doing what is needed without being asked, following through
Understanding of Microsoft SCCM and task sequencing is a plus
Previous law firm or professional services experience preferred but not required
Marshall Dennehey Warner Coleman & Goggin offers a competitive salary and benefits package.