Senior Desktop Support Engineer / Project Manager

90738 We are looking for a Senior Desktop Engineer that can handle all 2nd and 3rd level support issues, but also get involved with root cause analysis to cut down on problem calls. Provides superior end user experience by identifying, researching, and resolving problems. Tracks and monitors the problem to ensure a timely resolution. Ensure IT business partners are maximizing the use IT tools provided, through ensuring existing technology is used efficiently and reviewing, advocating, and implementing new technology for office and field environments. IT Project Management 50% * Develops long-term roadmap for leveraging existing technology to improve Internal business partner productivity. * Breaks down IT enablement program into discrete projects and implements using SDLC processes. * Analyzes emerging trends in workplace technology and provides recommendations with clear ROI for implementation. * Co-ordinates Project Resources (Vendors, Budgets, Tools, etc.) to ensure that projects are delivered on time quality and cost. * Monitors project milestone and communicates project progress to senior management. * Ensures thorough documented testing of project assets (Software / Hardware) to ensure a smooth transition into production. * Prepares Monthly analysis of helpdesk performance with key recommendations. Initiates and monitors performance of recommendations. Local User Environment & Productivity * Manages End user satisfaction through surveys & discussion groups, cascades results internally to IT colleagues with recommended course of action. * Liaises with remote staff to ensure consistency of service outside of office environment. * Provides training to local user community on new technology. * Provides first point of contact for IT staff in reviewing and approving installation and configuration of new local application on desktop environment. * Reviews and approves RFC's that impact local internal business partner environment. Local User Communication & Training * Develops internal communications material on upcoming IT projects. * Works in tandem with US Communications team to ensure that the correct messaging of new projects is delivered succinctly and in a timely manner. * Develops "how-to" guides and quick tips to assist in ensuring IT best practices. * Works hand-in-hand with Human Resources training department for Desktop coaching and application guidance. Professional Skills & Experience: * 5+ years of experience providing support of information technologies and services in a corporate environment. * Superior communication skills. * Able to articulate challenging IT issues to a non-IT audience. * Presentation skills for converse ideas and demonstrate technology to our internal business partners. * Thorough awareness of modern hardware platforms and technologies. * Awareness of emerging technology and impact on workplace environment. * PC Hardware knowledge. * PC operating system knowledge. * Lotus Notes, Microsoft Server knowledge. Personal Skills & Competencies: * Ability to collaborate, partner effectively with others to get work done. * Ability to communicate effectively with employees of the organization, both verbal and written. * Analytical skills to implement and monitor KPI's, Metrics and Reports, translating data into business language. * Customer service orientation. * Superior communication skills. If you are already working with a Winter Wyman recruiter, please contact them directly; otherwise, please send your resume and contact information to John Hogan at jhogan@winterwyman.com