The Pew Charitable Trusts

Manager, Desktop Support

US-DC-Washington
1 month ago
Job ID
2017-5249
Department
Information Technology
The Pew Charitable Trusts

Overview

The Pew Charitable Trusts is driven by the power of knowledge to solve today’s most challenging problems. Pew applies a rigorous, analytical approach to improve public policy, inform the public and invigorate civic life.

 

We are an independent nonprofit organization – the sole beneficiary of seven individual trusts established between 1948 and 1979 by two sons and two daughters of Sun Oil Company founder Joseph N. Pew and his wife, Mary Anderson Pew.

 

Our work lays the foundation for effective policy solutions by informing and engaging citizens, linking diverse interests to pursue common cause and insisting on tangible results. Our projects encourage efficient, responsive governments – at the local, state, national and international levels – serving the public interests.

 

With offices in Philadelphia, Washington DC, Australia, Brussels  and London, and with additional staff in other regions of the United States and around the globe, Pew provides an exciting learning environment and the opportunity to work with highly talented individuals. We are a dynamic, rapidly evolving organization that values creativity and innovative thinking and fosters strong teamwork with mutual respect.

 

Position Overview:

The Manager, Desktop Support is a leader within the technical support group in Information Technology and is responsible for the management of Pew’s desktop support staff; the delivery of technical support and services; and the overall satisfaction of our customers. The manager must have a strong customer service background coupled with technical skills in all aspects of desktop support, network connectivity, computer operating systems, mobile devices, and desktop hardware and software applications for Pew’s domestic and international staff.

The position, based in Pew’s Washington, DC office, reports to the Senior Manager, Technical Support and is responsible for managing staff located in both Washington DC and Philadelphia.

Responsibilities

  • Delivery of technical support and customer satisfaction.
  • Management of ticket flow and technician workload; setting daily priorities to meet department goals and customer expectations.
  • Oversight of the day to day operations of the desktop support group.
  • Collaboration with the other groups within IT to ensure issue handoff; knowledge transfer and customer satisfaction.
  • Creation and publication of metrics from Pew’s service management system.
  • Development and continual review of team training materials.
  • Creation and periodic review of IT knowledge base articles.
  • Periodic evaluation and refinement of processes to ensure accurate and timely delivery of services.
  • Team development; coaching and mentoring; supplying opportunities to for technicians to improve their skills and knowledge.
  • Deliver feedback to team members at regular intervals and conduct performance evaluations.
  • Management of internal communications for our customers on technology related issues; collaboration with communications staff.
  • Establishment of effective and productive working relationships with staff at all levels within Pew.
  • Provide data to support staffing decision and support the leadership of IT in staff planning. Ensure appropriate staffing levels are maintained and participate in hiring of staff.
  • Plan, coordinate and participate in off-hours project requirements as well as on-call support.
  • Other duties as assigned.

Requirements

  • Bachelor’s degree required.
  • Minimum of eight years of relevant experience in help desk or desktop support services.
  • Two or more years of relevant management experience in desktop support or a related area.
  • Highly customer service focused with demonstrable experience in meeting and managing customer expectations. Skilled at managing customer expectations.
  • A positive attitude and ability to develop productive relationships with staff at all organizational levels.
  • Excellent written and oral communication skills; advanced ability to communicate technical concepts to technical and non-technical staff.
  • Demonstrable, hands-on technical skills with a focus on all aspects of desktop support and mobile devices.
  • Knowledge of ITIL concepts and current technology protocols and standards.
  • Strong critical thinking skills; the capacity to understand, analyze and creatively solve problem.

Additional Qualifications (preferred)

  • Certifications:
    • ITIL Foundation.
    • HDI Desktop Support Manager.
    • MCSA for Windows 7 or 10.
    • CompTIA A+
    • Apple Certified Support Professional.
  • Experience with LANDesk or similar desktop management system.
  • Experience with ServiceNow or similar service management system.

Compensation:
As this is a full-time position, we offer a competitive salary and complete benefit program, including: comprehensive, affordable health care through medical, dental and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to help you maintain a good balance.

 

Travel:
Occasional travel between Pew’s offices as required. Additional travel required to attend trainings, seminars or conferences.

 

The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.

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