If you are an amazing individual, then we have a role for you!

About Open Technology Solutions:

Open Technology Solutions (OTS) is a Fintech services provider and is changing the world of technology services for credit unions. Providing innovative technology solutions, and support services, at significant savings to what it would cost for a credit union to manage on their own. We support three credit union partners, and our growth is limited only by our imagination. The credit union members the credit union members are regular, “every day,” folks seeking to buy their first home, purchase a vehicle, save for their children’s education as well as retirement. In other words, OTS Team Members support a very good purpose.

The People:

Our Team Members are bright, hard-working, and enjoy having fun. We have mountain bikers, road bikers, skiers/boarders, climbers, runners, video game heroes, Broadway musical buffs, musicians, bowlers, and every other variety of people. We have family people, single people, and happy people. Someone is just waiting to be your friend! Work-Life balance is an OTS trait. In fact, we work from home 2 days a week!

Bonus & Benefits:

This position is eligible for an annual bonus with a target payout of 10% based on company and individual performance. This bonus has been paid at 100% or more for 14 consecutive years. The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with 5% fully vested matching, Open Vacation, paid sick/personal leave, company-paid life insurance, company-paid short and long-term disability, student loan paydown program, tuition reimbursement, 529 Childrens’ Education Savings Program, 4 weeks paid pregnancy disability leave, 6 weeks paid bonding leave, $500 annual gym/pet insurance reimbursement program, and anniversary bonuses.

Activities:

Depending on the location, OTS Team Members participate in the following company-sponsored activities:

• Monthly Hikes Monthly
• Pizza Gameboard
• Evening Paintball
• Climbing Yoga at Englewood Office
• Gaming
• White Water Rafting
• Bowling
• Go Karting

 We also participate in workday volunteer events at Food Banks and Pet Pantries in Denver, Baltimore, and Long Island.

Summary:

The Desktop Support Manager role is 100% on-site and is responsible for the daily management and operations of all end user devices and peripheral equipment. In collaboration with the End User Computing team, provides support of on-site and remote end users of the credit union partners and CUSO partners supported by Open Technology Solutions’ End User Computing team. This role is a technical and personnel escalation point for the team and manages the associated work assignments for the on-site team. This individual is a member of the End User Computing leadership and participates in the creation, implementation and enforcement of processes, policies, and procedures to ensure team operations are consistent with company goals and standards. The Manager will work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in end user computing technology, manage governance and compliance to the standards, and drive focus on delivering an excellent customer experience.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This individual provides inspiration, coaching, mentorship, and leadership to the Baltimore End User Computing team. Under minimal supervision, performs end user support, equipment deployment as directed, escalation and coordination of issues with other departments and end user interaction. Carries out the responsibilities of the position in accordance with company Information Security Policies and Procedures. Works with management, business groups and staff, Business Partners, Vendors, and Customers. This role leads and supervises a team of on-site Desktop Support Technicians.

Operational Management

• Proactively seek and communicate opportunities for improvement in both the operational and customer experience aspects of the client service function
• Actively monitor team performance to ensure service levels and expectations are being met
• Actively monitor daily operations; ensure timely resolutions and escalations are consistently occurring
• Performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met. 
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met
• Manage and dispatch work requests via internal ticketing system
• Manage end user incidents and requests and expectations and escalate incidents as necessary
• Deploy and maintain end user computer systems and mobile devices; phones, and tablets, etc.
• Deploy and maintain input/output devices, including printers and scanners
• Practice enterprise asset management, including maintenance of end user desktop/laptops
• Create required reports in response to leadership and business requests
• Keep senior management informed of all business escalations, issues and concerns
• Supports and participates in Security Incident Response and Disaster Recovery activities
• Provide technical assistance with company Service Desk and other internal groups as needed
• Improve customer experiences delivered by team
• Adherence and enforcement to standard policies, processes and procedures
• Document and expand existing Knowledge Base
• Perform other duties as assigned. 

Qualifications and Requirements:

Formal Education & Certification

• Bachelor’s degree in the field of Information Systems, computer science or related field of study and/or 3-5 years equivalent work experience
• Recent 2 – 4 years of leadership experience managing a team with engineering responsibilities focusing on end user device and peripheral platforms in a medium sized company
• ITIL V3 or V4 certification required
• Microsoft certification preferred
• HDI Support Center Manager or Desktop Support Manager desired
• Ability to cope in a fast-paced environment. Capable of leading a working team
• Ability to fit in with a diverse, multi-disciplined team
• Ability to communicate clearly and concisely through written and verbal communication
• Ability to maintain a professional attitude and demeanor in both normal and pressure situations
• Ability to deliver projects within established standard PMO practices
• Adherence to OTS’s policies and procedures

Knowledge & Experience

• Experience managing Active Directory group policies required.
• Extensive knowledge of PC operating systems and registry management required.
• Knowledge of Macintosh operating systems and integrated applications. 
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
• Experience with wireless device management required
• Experience with software distribution systems required
• Experience with Anti-virus management consoles and troubleshooting required.
• Experience working in an ITIL or formal Service management environment
• Working hands-on technical knowledge of PCs, and printers/scanners, Microsoft Windows, Microsoft Office and Antivirus
• Knowledge of local area network administration
• Knowledge and experience of Autopilot pc deployment a plus
• Hands-on PC deployment and setup skills
• Good understanding of the organization’s goals and objectives
• Knowledge of applicable data privacy practices and laws
• 24 x 7 x 365 support requirements. Available to work after hours and weekends, as required.

Standards of Performance:

• Professional representation of Open Technology Solutions
• Job knowledge/timely, accurate and efficient performance
• Keen attention to detail, highly self-motivated and directed
• Skilled at working within a collaborative, large team-oriented environment
• Job knowledge/timely, accurate and efficient performance
• Strong customer service orientation with emphasis on delivery of positive experiences
• Promotes and ensures the highest level of quality member service is provided to all members
• Ability to effectively deliver and prioritize and execute tasks in a high-pressure high-tempo environment
• Strong interpersonal written and oral communication skills
• Adept at reading and interpreting technical documentation and communicating it to team members
• Ability to present ideas and solutions in user-friendly language
• Address work tickets in an efficient and timely manner
• Success in meeting individual, departmental, and corporate goals
• Openly communicates and works well as a member of a team and member of the organization
• Detail Oriented: Meet strict deadlines and prioritize assigned projects and tasks accordingly
• Ability to deliver successful individual and team based outcomes to all customers
• Analytical and problem-solving abilities
• Compliance of regulatory requirements
• Confidentiality of all records

Supervisory Responsibilities:

• Management of Baltimore – End User Computing team, providing mentorship, guidance and leadership
• Establish both team meetings and individual one on one meetings with team members
• Participate and contribute to staff performance and development plans

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms. The employee is regularly required to stand, walk, use hands and fingers, handle or feel, smell and talk or hear.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• The employee is regularly required to lift, up to thirty-five pounds. Job has the following vision requirements: close, distance, color, peripheral, depth perception, and ability to adjust focus.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels.
• Full time on-site work week with On-Call availability in extreme circumstances.
• Ability to work nights and weekends if required with advanced notice.
• Some company travel required, about 10%.