Job Description

Fragomen Worldwide, an AmLaw 100 Firm and the leading global immigration services provider is looking for an IT Services Manager to lead our US Desktop Support team.

The ideal candidate will have a strong working background in managing a medium to large desktop support team. The ideal candidate will have a solid understanding of and experience in desktop technologies, emerging trends, and support management.

The Desktop Support Manager is responsible for the supervision of the Desktop Support personnel, providing effective management of technical support, decision making for escalation, prioritization of support needs, and research/investigation for technical planning for workstations, laptops, tablets, and other equipment used by the firm.

In addition, the Desktop Support Manager is responsible for ensuring an effective and efficient level of IT Support is provided within the desktop support environment for IT related issues or problems. Other responsibilities include managing team schedules, ensuring adequate coverage, preparing reports on team workloads and issue resolution metrics. In addition, this person will be responsible for asset management and the planning and deployment of new implementations of the firms unified printing solution.

How you will make a difference as a Desktop Support Manager at Fragomen:

• Lead and mentor a team of 20+ Desktop Support Technicians focused on solving a variety of hardware technical issues
• Manage and facilitate the procurement, build and deployment of end-user computing and mobile device hardware. Ensuring assets are appropriately tracked
• Manage the firms unified printing solution through new deployments, planning and upgrades
• Research hardware, software, and infrastructure technologies. Assess business needs and develops solutions to ensure technology meets business needs.
• Develop and manage effective and workable frameworks for managing and improving IT support in the organization. Develop and mature escalation process and procedures to ensure seamless support for IT customers.
• Assist with troubleshooting and root cause analysis for issues with infrastructure assets, including hardware, software, and network infrastructures.
• In conjunction with HR, manage the new hire on-boarding process
• Work with the IT infrastructure team to coordinate software updates and roll-outs to the desktops
• Improve user awareness of IT services, by coordinating all training, documentation, and communication initiatives
• Participate in the IT strategic planning process. Consult with IT management and business area leaders to assess appropriateness of new technologies. Develop technology point-of-views, standards, and roadmaps for the implementation of these technologies.
• Manage incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
• Define job duties, maintains current position descriptions, hires staff, conducts performance appraisals and salary reviews, and performance management. Regularly review the skill sets of staff and assists in creating individual development plans.
• Drive the effort to continuously provide world-class IT support to Fragomen's user community
• Monitor and identify any trends or irregular activities on jobs logged with the Desktop Support group that could relate to potential IT issues and escalate to IT Leadership.
• Build and maintain a good relationship with office administration on office needs

Let's talk if you have the following experience:

• Expert level knowledge of:
• Enterprise imaging and desktop deployment technologies (preferably SCCM)
• Standard PCs, Powerful Workstations & Laptop hardware and software troubleshooting
• Windows and OS X in a managed desktop environment.
• Industry standard Mobile devices support
• Asset Management
• Solid knowledge of networks including troubleshooting all aspects of wired and wireless configurations
• In depth knowledge of SCCM, Microsoft Deployment Technology (MDT/OSD), Windows Desktop Operating Systems (Win7/8/10). Virtualization (VMWare, Citrix UPM/AppSense), Microsoft Office Suite (2007, 2013), Browsers (IE, Chrome, Edge), Scripting technologies such as VBScript, PowerShell or AutoIT Script
• Good understanding of ITIL standards
• Familiarity with the IT vendor ecosystem is preferred
• General understanding of server computing, networking, phone setup / support, storage, virtualization, and business applications
• Medium to Large Enterprise IT environment support experience is preferred
• 5-10 years of experience with Enterprise Desktop support
• 3-5 years of experience of managing in a global support environment
• BS Degree in CS/equivalent or combination of education and relevant experience.

Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.