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Desktop Support Supervisor

Company Name:
T. Rowe Price
Title: Desktop Support Supervisor
Location: Maryland-Owings Mills
PRIMARY PURPOSE OFTHE POSITION
The DesktopSupport Supervisor is responsible for all aspects of Desktop Support as theyrelate to the given T. Rowe Price location. For remote sites, this position is the primary contact for all GlobalTechnology Services (GTS) related issues. The Desktop Support Supervisor is thekey contact for the Desktop Support manager for all issues related to that siteand is also the key contact for the local Desktop Support team and business usersfor technical issues, production problems, and inquiries. This position is responsiblefor creatively finding ways to improve metrics and disseminating those methodsto peer group. This position is alsoresponsible for the overall measurable, reportable customer satisfaction levelsof the respective support areas. The position directs and delegates theworkflow, coaches team members, and reviews tickets and progress on projects. Theposition provides support and direction of day to day activities of the localDesktop Support Team to include oversight and coordination of the installationand support of software, peripheral hardware devices, and all PCs, to includeend of lease PC replacements. Thisposition works to ensure the technology needs of the business are met orexceeded. This position develops and maintains relevant Desktop Supportpolicies with approval of the Desktop Support manager. The position provides creativeconstructive feedback to improve our environment and enable level II resourcesto both improve and resolve issues expeditiously. The position schedules routine off-hour andweekend support through a rotation schedule, may be called on to provideemergency Business Continuity or other critical off hour support, and is theon-call contact when the designated resource is unreachable.
PRINCIPAL RESPONSIBILITIES
Engagesnecessary support resources, both internal and external, to understand andcorrect the cause of technical problems, to include independently resolvinghelp desk tickets escalated from Level 1 Help Desk. This support role includes hardware delivery,setup, and maintenance. Maintains andupdates work log on all open tickets daily. Communicates with business contacts as necessary with updates onprogress and status. Transfers knowledgeof resolution to the team and reviews ticket work logs to ensure the work logon all open tickets is current. Reviewstickets prior to escalation to 3rd level resources. Delegates/assigns help desk tickets andensures that they are addressed in a timely manner. Reviews tickets of team members to assurethat problems are resolved accurately, on time, and that a proactive approachis utilized. Reviews all projects,tickets and other tasks to assure that they are completed on time.
Manages/delegatesinstallation and ensures satisfaction of new PCs / laptops for user community. This hardware is received from the PC buildteam preconfigured with the software appropriate for the user, except in remotesites. Manages/delegates installation ofnew hardware and software in the environment as requested via Install tickets.
Workswith minimal supervision to lead and direct technical resources asnecessary. Develops primary input toPerformance Management for team members. Manages workflow so that help desk tickets, install tickets, projects,installs, and other job functions are completed in the most efficientmanner. Fosters a positive workenvironment and maintain focus of team on Desktop Support goals. Conduct teammeetings. Provide at least weeklyreports on team progress and needs. Coaches team so that they may improve skills, adapt to changes, and areable to fill other roles as needed.
Developsand maintains effective, positive business relationships with TRP businesspartners. Maintains contact withbusiness unit management and users, updating them on operational and productionproblems. Coordinates with ProjectManagement and the business where necessary on new and existing software toolsand to complete projects and resolve issues. Works with business units to best meet their needs based upon the uniquecharacteristics of the area supported.
Recognizesand identifies potential areas where existing policies and procedures requirechange, or where new ones need to be developed, especially regarding futurebusiness expansion. Develops newpolicies and procedures as appropriate. Maintains Knowledge base articles to provide technical direction toother GBS & T resources in GTS. Develops troubleshooting guides and guidelines for resolving problemsthat others will follow
REMOTESITES: Coordinates the shipping andreceiving of all equipment, maintain the inventory, manage the leasereplacement process, manage the replacement of assets and the disposal of oldassets, manage the backups of all equipment in the NDC, coordinate and completeall server, network, telecom, video conf. or other equipment installs,replacements or troubleshooting for other GBS & T departments, as required.
QUALIFICATIONS
Required
Collegedegree and 1 year of related work experience, or
Associatedegree and 3 years related work experience, or
HighSchool diploma/equivalent and 5 years related work experience
Excellentverbal and written communication skills
Excellentcustomer service skills
Abilityto lead a small group
HelpDesk / Desktop Support related experience (Level 1 and 2)
Strongknowledge of DPSG processes / work flow
Strongknowledge of Windows OS and MS Office products
Strongtroubleshooting skills
Abilityto stay calm in stressful situations, especially when dealing with demandingcustomers and/or upper management
Abilityto handle multiple competing priorities
Ability to work with minimal supervision
Ability to provide 24x7/ 365 support through on-call rotation
Ability to use discretion and confidentiality with access tosensitive data and local administrative access to all desktop equipment anddata in the environment for the purpose of support
May require occasional travel to T. Rowe Price sites and executivehome visits
Ability to lift computer equipment, including monitors andprinters, which may weigh up to 60 lbs
Preferred
Bachelor's degree in Computer Science,Business Information Systems, or related field with 5 to 7 years relatedexperience preferred
Working knowledge of software related tothe Financial industry preferred
Microsoft certification preferred
A certification preferred
T. Rowe Price is an Equal Opportunity Employernull
Organization: GBS&T
Desktop Support Supervisor
Maryland-Owings Mills

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