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Help Desk Supervisor #1439

Dallas, Texas · Information Technology
Desktop Support Manager
Full Time Opportunity
Location: North Dallas area (WFH flexibility)

*This is an exciting opportunity with a well-respected organization, offering an excellent compensation package.  Their benefits have won awards for being well above industry standard! 

  • Bachelor’s Degree in Computer Science, Business, OR equivalent work experience
  • ITIL Certification preferred
  • 5+ years of experience working in an IT application support environment
  • 2+ years proven experience in a tier 2 or lead role
  • Experience in deploying service support systems such as ServiceNow and Remedyforce
  • Ability to diagnose & address application issues
  • Some knowledge of financial services and technology industry products and practices is helpful
  • Must have good analytical and organizational skills with a strong sense of urgency in solving problems
  • Must have effective written and verbal communication skills, and be extremely customer service oriented
Our client is in need of  a Desktop Support Manager for their Headquarters in the North Dallas area to provide technical support and act as a Subject Matter Expert in a variety of technical issues. The candidate will be working to define desktop engineering practices, implement and maintain a service request system with full integration into other ITIL support processes such-as configuration, change and asset management.

  • Responsible for designing, developing, documenting and implementation of service support infrastructure and processes based on industry best practices
  • Provide Tier 3 technical assistance to users when needed with the installation, configuration, and ongoing usability of software/hardware
  • Ability to assist with integrating third party solutions
  • Propose systems enhancements that will improve the reliability and performance of applications
  • Work with the development and infrastructure teams
  • Develop departmental policies and procedures and ensures the team's adherence
  • Develop metrics and reports required to demonstrate effective management of assigned area of responsibility
  • Manage multiple concurrent work activities, drive accountability, sets clear goals and measure results

Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

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