Overview

CVP is looking for a Desktop Support Mangaer to lead a team of support personnel.The Manager will lead a team of technicians responsible to provide software installation for users of client-provided applications, including basic to advanced software operations and general use of computers and peripherals.

Responsibilities

• Develop, document, and manage work processes to provide on-site, off-site/remote support of all client systems, software, hardware, and peripherals.
• Collaborate and make strategic decisions with other teams for the delivery of reliable client-facing services.
• Maintain awareness and understanding of customer needs and goals
• Assess customer satisfaction. 
• Ensures staff follow and execute their responsibilities of client support processes and procedures. Follow established operating policies and industry practices to mitigate risk.

Qualifications

• Bachelor's degree in business, scientific, technical, education or related field and 6-10 years of job-related experience. An equivalent combination of education and experience performing duties as described may be substituted for the minimum requirements.
• Experience leading teams of 40 personnel supporting 10,000 devices across multiple campuses with SLA's.
• Experience supporting the entire life cycle of end user computing for hardware/software from deployment, maintenance, retirement, and refresh
• ITIL Certification
• Experience recruiting, hiring, developing, and managing performance of Desktop Technicians/
• Experience leading and managing the delivery of technical customer end user support (aka Desktop Support).
• Experience with IT Project Management.
• Customer relationship management, gathering IT requirements, proposing solutions, and negotiating with customers to ensure IT needs are met within available resources.
• Computer and network knowledge, theory, troubleshooting, and practices.
• Experience with process management and continuous process improvement.
• Strong personal and organizational leadership skills.
• Strong technical and organizational communications skills.
• Ability to document issues, collaborate and resolve problems.
• Experience with IT Service Management concepts, principles, and frameworks
• Ability to organize information, define work requirements, and develop schedules, and resource assignment.
• Strong customer relationship management in a support organization.
• Ability to develop and manage Personal Computer (PC) and Mac support technicians.

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call What’s Next. 

What do we do? We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.

How do we do it? Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation. 

Why do we do it? Our core values define the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building What’s Next for our clients and their customers. 

We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better. 

Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.