Hybrid IT Desktop Support Manager (User Request Services) in Dallas, TX at National General Insurance

Job Description

Position/Job Title: Hybrid IT Desktop Support Manager (User Request Services)

** NOTE: Looking for someone located in Dallas, TX that can work a few days in the office/data center in Farmers Branch, TX (near the Galleria Mall area).

Location: Farmers Branch, TX (Dallas area) - Hybrid schedule

Primary Purpose:

Responsible for the management and direction of a distributed Desktop Services Team.  Responsibilities include working with the business partners to determine support levels required and then implementing staffing, training, technology and organizational plans to meet those requirements.  Serve as a key IT leadership role, and will interact with senior management to provide best practices and proven solutions that will enhance delivery of products, systems, and software across the Enterprise consisting of more than 14,000 end users. The position is also responsible for monitoring and controlling monthly and yearly budgetary expenses as they relate to desktop services.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Manage all aspects of our laptop and desktop fleet including OS version, patch levels, productivity software, and desktop anti-virus
• Manage computer inventory relating to deploys, reclaims, and disposition of assets
• Ensure that descriptions, details, and solutions for all incidents are thorough and accurate, and that all incident tickets are properly logged, categorized, prioritized, routed, and resolved within the mutually agreed upon timeframes
• Assist in the creation, communication, implementation, and enforcement of policies and procedures regarding Desktop Services
• Interact and maintain strong relationships with vendors; negotiate contracts and pricing
• Responsible for the implementation of projects set forth by the IT Director
• Provide leadership and guidance to staff to ensure proper training, performance and productivity goals are aligned with IT and the organizational strategies and promote a professional atmosphere
• Responsible for staying abreast of technological advances, changes and trends in order to make recommendations to senior management on requirements to support methods for automating and reducing costs
• Help identify areas for enhancement and continuous improvement, as well as engages in proactive customer satisfaction analysis and applies feedback to the Desktop Services team
• Facilitate projects required in support of the team and participate in system or application triage with support teams or vendors
• Drive toward the achievement of business results in a timely manner that focuses on profit and service
• Provide monthly status reports, to include the production of graphs depicting required metrics, graphs, monitoring the financial management applied
• Provide leadership and employ a high degree of tact and diplomacy to promote a positive image of the IT department and maintain a professional atmosphere

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• 5+ years of experience in an IT Support Environment
• 3+ years in a supervisory role
• Expert knowledge of Microsoft Windows 7 and newer operating systems, PC hardware and peripheral devices
• High degree of initiative, mature judgment, and discretion
• Must perform well in high-energy, dynamic and team-oriented environment
• Ability to coordinate with geographically dispersed teams to achieve results and drive projects to completion
• Ability to solve complex problems using research and analytical skills
• The ability to manage a technical staff of a least ten people, and work within a budget
• Must demonstrate strong interpersonal and communication skills with the ability to simplify complex ideas and present in a clear manner
• Strong foundation in metric based management practices, including establishing Critical Success Factors and associated KPIs
• Experience implementing the advanced principles of ITIL and central administrative maintenance tools such as SCCM
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

• Bachelor Degree in Computer Science or a related technical discipline
• Industry certifications to include A+, Microsoft, and ITIL
• Proven project management skills, certification

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National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.