Senior Desktop Support Manager

Job Category: IT/Software Development Career Level: Manager (Manager/Supervisor of Staff) Location: boston, MA Status: Full Time, Employee Company: Fidelity Reference Code: 0802692 Senior Desktop Support Manager Business OverviewFidelity Management & Research Company (FMR) acts as the investment advisor to Fidelity’s family of mutual funds. FMR has three fund divisions: Equity, High Yield and Fixed Income. Securities are managed, researched, bought and sold for the funds by a staff of portfolio managers, analysts and traders.Technology Support & Operations (TSO) delivers the highest possible availability, reliability and operational excellence for all of FMR's global and domestic systems operations and networks.  TSO currently supports and maintains a state-of-the-art network that is the backbone of the FMR computing infrastructure.  Infrastructure support for the operating environment extends to batch cycle operations and 24x7 infrastructure monitoring.  Through this work, we support nearly 2,000 end users. Position DescriptionThe position lies within the Technology Support and Operations division of Fidelity’s Investment Management Technology organization, and reports to the Senior Manager of Desktop Services.  This role is Boston based but may require occasional travel to Merrimack, NH and Smithfield, RI. Managing a team of approximately 12 desktop support technicians, the Senior Manager’s primary responsibility is to ensure the delivery of highest quality support services to Fidelity’s investment professionals located in Boston.  Primary Responsibilities  Partnering with the Helpdesk organizations, ensuring premium, “high touch” customer service is delivered at all times.  This is the # 1 responsibility!  Managing support staff - i.e. staff meetings, performance reviews, compensation decisions, “on call” rotation. Ensuring desktop support standards, protocols and policies are flawlessly executed. Maintaining hardware inventories and budgets.  Ensure spare equipment is on hand and in a proper state. “Presence” under fire in challenging support situations. Experience managing software distributions (i.e. Altiris, WSUS) and resolving any ensuing support issues in a manner consistent with existing platform standards and protocol.  General project planning and managing the rollout of desktop projects and changes to the desktop environments in use by investment professionals. Education and Experience BS/BA or equivalent experience 2+ years of team management experience. 6+ years of experience working with desktop technologies. 2+ experience managing software distributionsSkills and Knowledge Current, advanced knowledge in Microsoft XP, Active Directory technologies and software distribution concepts. Demonstrable customer empathy and willingness to go above and beyond to exceed customer satisfaction. Proven management skillsCompany overview:Fidelity Investments is one of the world's largest providers of financial services, with custodied assets of $3.3 trillion, including managed assets of more than $1.5 trillion as of January 31, 2008. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to 24 million individuals and institutions as well as through 5,500 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket and a leading online brokerage firm.