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Desktop Support Manager

Desktop Support Manager

The Challenge

A full time, mostly site-specific position focused on IT client-based solutions enabling the development of games and driving the effort to continuously provide world class IT support for a great employee experience.

The Job

Position will be responsible for the management of the desktop support team as well as Exec Support. Role will require “self-starter” mentality, pro-active collaboration with all areas of the business and senior IT staff to solve for specific client issues. Position to be focused on team development, environment optimization, and engineering-based initiatives to improve IT and studio operations. Position to participate in IT communities focused on future standards and knowledge sharing. This will also include escalations and after-hours support as needed.

The next great EA Desktop Support Manager also needs these Key Skills

• Build and maintain proactive relationships with leaders from all areas of the business and IT team members
• Strong written and verbal communication skills
• Participate and/or lead IT projects with the ability to complete tasks independently
• Ability to clearly document processes with the intent to shift to desktop support teams and/or the Global Service Desk
• Strong understanding of PC and Mac client hardware, operating systems, and applications
• Strong understanding of printers, mobile devices, and networking.
• Understanding of development consoles and development processes and terminology
• Strong knowledge and understanding of video conferencing equipment and usage
• Manage and mentor a growing team of Desktop support specialists to ensure they are meeting their goals and providing a positive employee experience.
• Seek employee feedback requests/surveys to identify areas of improvement
• Monthly meetings with areas of the business to ensure their needs are being met
• Serve as the lead and escalation point for all aspects of desktop support
• Manage Asset disposals
• Manage ticket queue/assignment to ensure SLAs are met
• Able to define and implement best practices

Work Experience/Requirements

• 3 years experience managing a high performing desktop team
• 5 years of general computer installation, maintenance and repair experience
• Understanding of current computer hardware and future hardware releases
• Strong hardware and software troubleshooting skills in a fast-paced environment required
• Proficient in resolving issues relating to Outlook, Office 365 apps, and collaboration software
• Research/Review/Recommend Process Improvements
• Coordinate with vendors for onsite evaluations and service calls
• Collaborate with internal business units to solve complex problems
• Large Enterprise IT environment support experience is preferred
• Knowledge and understanding of:
• • Standard PC’s, Powerful workstation & laptop hardware and software troubleshooting
  • Windows and macOS in a managed desktop environment
  • Enterprise administrative tools including Cisco TMS, Call Manager, Active Directory, SCCM, JAMF, etc.