• Manager, Desktop Support

    Location US-DC-Washington
    Posted Date 1 week ago(1/9/2019 12:11 PM)
    Job ID
    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 best interests of the people. We partner with a diverse range of donors, public and private organizations and concerned citizens who share our interest in fact-based solutions and goal-driven investments to improve society.


    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.


    Overview of Information Technology

    Information Technology (IT) at Pew takes a proactive approach toward the use of technology to increase the organization’s capacity for exceptionally high-quality strategic philanthropy. Executive staff at Pew recognizes the importance of technology, and supports related initiatives to advance the institution’s goals and achieve and maintain a leadership position in the philanthropic community. As a result, IT is in a mode of continuous improvement, applying leading-edge technology to the pursuit of the goals of the institution.


    The department comprises highly competent, forward-thinking professionals who are responsible for the technology needs of all Pew staff, as well as for Pew’s subsidiaries. IT is organized into distinct areas of responsibility, including strategic alignment of technology with the business, implementation of new systems projects, the operation and enhancement of Pew’s application systems, and the operation of Pew’s technology infrastructure, desktop and user support, training and cyber-security.


    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.


    • 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.


    • Bachelor's degree or higher.
    • Highly customer service focused with demonstrable experience in meeting and managing customer expectations. Skilled at managing customer expectations.
    • Minimum of eight years of relevant experience in help desk or desktop support services.
    • Minimum of two years of relevant management experience in desktop support or a related area.
    • 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 problems.

    Additional Requirements (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.

    Total Rewards
    As this is a full-time position, we offer a competitive salary and 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 maintain a good balance.

    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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