Manages the activities and personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems. Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Oversees maintenance of database for data integrity and security for desktop systems. Develops information technology projects and provides strategic management and objectives for the department. May manage training programs designed to educate an organization’s computer users about basic computer use and specialized applications. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. May have responsibility for user support or help desk. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.
Management & Supervision: Manages the activities of multiple sections or a discipline through subordinate supervisors and/or professionals. Guides by function or department practices and well-defined management precedents.
Collaboration & Interaction: Interacts frequently with subordinate supervisors, customers, and/or functional peer group professionals, involving matters between sections and multiple units. Partners with key contacts outside own area of expertise and other external stakeholders. Effectively communicates and presents results and recommendations across discipline.
Complexity & Problem Solving: Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Develops and manages operational initiatives to deliver tactical results.
Knowledge & Application: Receives objective based assignments and determines resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect section or multiple disciplines. Decisions impact others in the immediate team and influences methods and techniques. Executes financials, business planning, organizational priorities and workforce.
