What are the responsibilities and job description for the Desktop Support Manager position at Smart IT Frame LLC?
Job Role:- Workplace Services Tower Manager
Job Location:- Washington, DC
Job Description:-
The Workplace Services Tower Manager is accountable for the daytoday delivery oversight and continuous improvement of workplace services This role ensures alignment with clients organizational strategy compliance with contractual and performance obligations and delivery of highquality IT services in line with agreed service levels and industry best practices
The role provides oversight of all services supporting enduser computing including desktops laptops mobile devices and endpoint platforms as well as associated engineering and operations functions
Engineering Services include the design development and enhancement of solutions such as OS images GPOs scripts and software deployments Responsibilities include adhering to change management processes obtaining necessary approvals and security accreditations developing SOPs and enabling operations teams through training This function also leads problem management and continuous process improvement initiatives
Operations Services focus on the support and maintenance of existing solutions ensuring adherence to SOPs and service standards Responsibilities include endpoint management patching restoration and compliance vendor coordination for issue resolution support for problem management activities and maintenance of tower documentation
KEY RESPONSIBILITIES
1 STRATEGY PLANNING DEMAND MANAGEMENT
Provide status updates on EUC operations engineering and project initiatives
Recommend services technologies and solutions aligned with business objectives
Develop project plans and operational strategies aligned with the tower roadmap
Contribute to strategic planning through research insights and best practices
Support business case development and advisory services
Enforce service standards and delivery framework across tower
2 WORKLOAD MANAGEMENT
Ensure appropriate staffing levels skills and technology capabilities are maintained
Manage workforce planning and coverage requirements
Oversee daily tower operations including BAU engineering and projects initiatives
Ensure tower compliance to contractual obligations
Facilitate tower escalations and drive timely resolution of service issues
Ensure adherence to SLAsOLAs and operational standards
3 GOVERNANCE STAKEHOLDER MANAGEMENT
Participate in governance forums and operational reviews
Maintain effective communication with client stakeholders and account team
Coordinate tower activities across internal and client teams
Track and report on service performance and return on investment ROI PACE reports
4 PERFORMANCE CONTINUOUS IMPROVEMENT
Manage and report on service performance against SLAs and KPIs
Align solutions with enterprise architecture and business strategy
Conduct problem root cause analysis and implement service improvements
Drive innovation and transformation initiatives to enhance service delivery
5 INTEGRATION ARCHITECTURE
Maintain and provide recommendations on tower architecture integration and implementation strategies
6 CUSTOMER SERVICE EXCELLENCE
Drive customer satisfaction and service quality
Proactively identify and resolve service issues
Foster strong collaboration with stakeholders and partners
QUALIFICATIONS EXPERIENCE
EDUCATION
Bachelors degree or above in Information Technology Computer Science or related field
EXPERIENCE
10 years of experience in IT service delivery or operations
5 years in a leadership role managing medium to largescale IT services or MSP delivery
Experience in managing medium teams and EUC work streams
KEY SKILLS COMPETENCIES
IT Service Management ITIL or equivalent preferred
Strategic Planning Transformation
Written and Oral Communication English
Governance and Resource Management
Performance SLA Management
Problem Solving Decision Making
KEY TECHNOLOGIES
Windows 11 OS
SCCM
Scripting eg Python PowerShell etc
Beyond Trust
Microsoft Authoring tools
VDI
Azure
Intune
CoPilot
WORK ENVIRONMENT
Onsite work environment with collaboration across global teams
May require participation in governance and review meetings across time zones
Skills
Mandatory Skills : Azure Virtual Desktop, EUC Desktop Engineering, Windows Server