HOW YOU WILL IMPACT OUR MISSION
The Desktop Services Manager oversees all aspects of the Desktop Services team in designing, implementing and maintaining the desktop infrastructure. This is a hands-on role involving a small team of desktop engineers, overseeing desktop environment projects, and ensuring that end-user devices are optimized for security, reliability and performance. The Desktop Services Manager also oversees and is responsible for service delivery including resource allocation and requirements to ensure SLA's, KPI's and CSAT targets are being met. The Desktop Services Manager reports to the Head of Information Security.

WHAT YOU WILL DO

• Hires, trains, leads, develops and coaches staff, monitors and evaluates performance and recommends and implements personnel actions.
• Establishes and maintains strong and cohesive relationships with business partners, ensures great customer service and addresses ad-hoc analysis/requests as appropriate. Collaborates with other IT team departments and business partners on related matters and maintains regular communications to discuss processing issues, including system issues, and develops and implements solutions to address said issues. Works with multiple departments, business partners and vendors to rollout out new systems and technologies.
• Lead, mentor and manage a team of desktop engineers, oversee all aspects of Desktop Service delivery including resource allocation and requirements to ensure SLA's, KPI's and CSAT targets are being met. Manages team responsible for researching hardware and software solutions and making recommendations to leadership then following through with deployment.
• Oversees project management, including coordination with vendors, business partners and IT teams the management and administration of for hardware and software solutions such as Intune, JAMF, Patch My PC and Active Director/ Entra / Azure including upgrading and enabling improved customer service.
• Oversee the design, deployment, and maintenance of desktop systems, including hardware, software and related peripherals. Develop and implement desktop services standards, policies and procedures. Monitors and analyzes department work to develop more efficient procedures and use of resources while maintaining a high level of accuracy. Assists in development and implementation of new procedures and features to enhance the workflow of the department. Supports the Head of Information Security with special projects and workflow process improvements.
• Responsible for creating & maintaining comprehensive documentation and knowledge base articles for desktop infrastructure, configurations, and processes. Generate regular reports on incidents, performance and projects.

WHAT WE ARE LOOKING FOR

JOB EXPERIENCE

• 2+ years' experience in a leadership or supervisor role
• 5+ years' experience in desktop services or support roles required. 
• Experience with ServiceNow, Microsoft Entra/Active Directory/Azure, Intune required. 
• Experience with JAMF, Patch my PC preferred. 

EDUCATION AND CERTIFICATIONS

• Associate's Degree or training in computer science or equivalent specialized training required. 
• A+ certification preferred.

SKILLS AND KNOWLEDGE

• Strong working knowledge of current and emerging IT products, services, processes and methodologies. 
• Proficiency in Windows and Mac operating systems, endpoint management and deployment tools. 
• Strong knowledge of endpoint security practices and tools. 
• Strong problem-solving and analytical skills. 
• Knowledge of computer systems, networking and Infrastructure. 
• Working knowledge of the implementation of third-party application software knowledge and best practices. 
• Strong interpersonal and organizational skills, including the ability to work independently and meet deadlines. 
• Must have effective customer service skills. 
• Able to prepare reports, make presentations, and conduct trainings to large groups. 
• Demonstrated ability to work with others effectively in a diverse environment. 
• Able to communicate effectively, both orally and in writing. 
• Demonstrated ability to manage multiple tasks with competing deadlines using effective time management skills. 

SOME OF THE PERKS YOU WILL ENJOY AS A TEAM MEMBER

• Free admission to the San Diego Zoo and the San Diego Zoo Safari Park
• Family Passes
• Complimentary Tickets
• Local and In-House Discounts
• Employee Assistance Program
• Wellness Program

IMPORTANT DETAILS

• Location: San Diego, CA 
• Position Type: Full-Time Exempt Position 
• Salaried Range: $71,400 - $86,680