Manager

• Manage and develop the Modern Desktop team, fostering a collaborative and high-performing environment
• Oversee daily Service Desk and Desktop Engineering operations, including queue management and escalations
• Execute short and long-term initiatives as defined by Modern Desktop leadership
• Build relationships with key stakeholders, acting as primary contact for IT issues and facilitating communication
• Ensure policies, processes, and best practices are documented, maintained, and distributed
• Regularly assess system and team performance, identify issues, and implement improvements
• Maintain service quality, track response SLAs, and oversee ticket quality and NPS scores
• Build and maintain training curriculum for Modern Desktop team members
• Align project prioritization and status with leadership, escalating issues when necessary
• Automate critical processes, including employee lifecycle management
• Proactively identify and resolve recurring IT issues
• Curate, test, and implement new tools for the Modern Desktop team
• Implement IT policies and procedures following industry standards like ITIL
• Assist with other duties as defined by Modern Desktop leadership

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