Manager, Desktop Services

Job Category IT/Software Development Reference Code 185513MON JOB DESCRIPTION Manager, Desktop Services Equinix is the leading global provider of network-neutral data center and interconnection services, offering premium colocation, traffic exchange and outsourced IT infrastructure solutions. Global enterprises, content companies, systems integrators and network service providers look to Equinix Internet Business Exchange (IBX) centers for world-class reliability and network diversity. Equinix IBX centers serve as critical, core hubs for IP networks and Internet operations worldwide. With 39 IBX centers located in 18 strategic markets across North America, Europe and Asia-Pacific, Equinix enables customers to reliably operate their mission-critical infrastructure on a global basis. This position is accountable for support management activities associated with the identification, prioritization and resolution of end-user support requests. Adjusts staff levels to accommodate company growth and ensures that all phases of support are properly coordinated, monitored, logged, tracked, escalated and resolved appropriately by working with middle management in strategic and departmental planning to optimize the support and value of the organization. Assigns personnel to various operations, directs their activities, reviews and evaluates their work, and prepares performance reports. Serves as a point of escalation for end users and IT support issues; investigates and brings resolution to end user issues leading to dissatisfaction. Manage queue of trouble tickets in Altiris system assigned to Desktop Support and coordinates and supports special projects as assigned by management. Key Duties/Responsibilities Monitoring and managing outstanding end-user support requests, setting priorities and facilitating problem resolutions. Providing employee direction and supervision, monitoring performance, establishing goals and managing deliverables. Working with middle management in strategic and departmental planning, to optimize the support and value of the organization. Ability to prioritize and escalate issues as needed to ensure good customer service. Performance evaluation and mentoring of technical staff. Provide research and proposal development including technical and cost justification preparation and technical analysis for designated information technology solutions as required. Assist in the evaluation of new products and software. Stay current with information technology trends. Interface with company vendors on issues pertaining to designated information technology systems. Develop and maintain hardware and software procurement and inventory processes. Maintain IT asset inventories in line with licensing and corporate requirements. Provide weekly reports to IT management on topics such as service request volume and current trends Implement and enforce desktop best practices and operating standards as well as standard, automated build processes Ensure quality throughout the process and when closing out tickets with clients to assure customer satisfaction. Qualifications/Experience 4 years experience in managing an IT environment. Bachelor degree or equivalent. Excellent communication and customer management skills. Proven customer focus a must. Experience with project management tools and methodology. Experienced in Microsoft Windows 2003 Server, Windows 2000/XP/Vista, Microsoft Office 2003/2007, Outlook, Exchange 2003, and Cisco VPN. Experienced with HP printers, Dell workstations/laptops, and RIM Blackberry. Excellent analytical and problem solving skills. Excellent written and verbal communications skills. Demonstrated ability to proactively take initiative and the ability to multi-task required. Have working knowledge of DNS, Windows AD, Oracle, Unix, basic networking, and Microsoft applications Experience with contract negotiation, Vendor and product evaluation Experience with application rollouts Experience with systems management software and ticketing system such as Altiris Have an indepth knowledge of Smartphone and cell phone devices **Equinix is an Equal Opportunity/Affirmative Action Employer. To Apply for this position, please CLICK HERE