Desktop Support Manager

Fiserv is a global financial services technology provider with more than 13,000 clients and 21,000 associates worldwide. Each member of the Fiserv community helps our clients push the boundaries of what's possible in financial services, delivering deep expertise and innovative solutions to help financial institutions, businesses and consumers move and manage money faster and with greater ease than ever before.

As part of an Enterprise Technology Group, manage a team of desktop support/IT Field specialists, as well as the support, processes, service level agreements, standards and measurements for Fiserv’s End User Computing environment. Technologies include PC, Mobility and Telecommunications. Utilize and manage system management tools and ITIL Service Delivery processes to deliver first class service and support. Duties include leading and directing the work of others, leadership participation in projects as needed, and utilization of an Incident and Service Request Management system for logging, tracking, and communication of technical support issues.

Understand the needs of the customer and maintain and develop business unit relationships. Manage and provide functional guidance for the Desktop Support role, organizing departmental resources to execute day-to-day delivery of the service catalog within operational guidelines. Maintain Fiserv End User Computing environment and customer support. Lead department programs to drive efficiency in processes and improvement of services. Defines, reviews, approves, implements support standards, policies and procedures. Oversee portfolio project resource management and ensure Fiserv approved project management methodology is being utilized, with a specific focus on Operational Readiness. Develops strategic and tactical departmental planning, oversees implementations & modifications, new policies & procedures. Participate in Risk Management affecting end user computing environment, including audit response and remediation. Provide regular status updates and communication of issues with regional personnel. Manage activities of staff (i.e. hires, trains, coaches, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Identifies client support requirements for new services, tools and processes to manage and improve customer satisfaction. Performs other duties as required.

**Education:** * Bachelor’s degree in Information Technology, Computer Science or equivalent industry experience. **Job Related Experience:** * Five years’ experience in a technical support positions providing end user technology support. * One year management experience required **Additional Skills/Knowledge:** * Must have experience managing others both on daily functions and projects. * System Deployment and Systems Management knowledge. Microsoft SCCM preferred. * Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity. * Requires excellent verbal and written communications skills and strong interpersonal skills to interact positively and productively with associated computer systems, end-users and co-workers. * Able to function in a dynamic environment subject to impromptu changes in schedules and priorities.