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Desktop Services Manager – Philadelphia, PA

The law firm of Marshall Dennehey Warner Coleman & Goggin seeks a full-time Desktop Services Manager join its growing Center City Philadelphia office.

The Manager, Desktop Services is responsible for the daily technology functions related to Tier 2 desktop support for the firm's 20 offices.  This includes configuration and placement of desktop and laptop PCs; end-user application support; purchasing of PCs, printers, and peripherals; and inventory management.  The position directly manages a team of IT Specialists and Desktop Engineers with a current total of 6 direct reports.

The Manager, Desktop Services reports to the Director of Information Technology and is a key member of the Information Technology Management Team.

This job is in compliance with Philadelphia's Fair Chance Hiring Law. http://www.marshalldennehey.com/media/pdf-articles/BTB%20POSTER%20FINAL_3-9-16.pdf

Responsibilities:

  • Provide leadership and direction for Desktop Services staff
  • Supervise daily tasks and maintain adequate levels of staffing
  • Monitor and refine individual and departmental performance goals
  • Provide mentoring and professional development opportunities
  • Develop and maintain procedural documents
  • Conduct skills analysis and identify team training needs
  • Handle corrective action as needed
  • Hire personnel and conduct performance evaluations in conjunction with the Director of Information Technology
  • Provide an outstanding level of customer support for firm attorneys and staff
  • Act as liaison for local office managers to ensure that local office support needs are met
  • Monitor team's onsite travel and ensure that issues are appropriately communicated and dealt with or escalated to the appropriate IT personnel
  • Coach team members on proper interaction with users, handling and escalation of users, and follow up procedures
  • Continually review team's tasks to ensure that they are completed thoroughly and in a timely manner
  • Work closely with User Support Services to ensure orderly transfer of Tier 1 support tickets to Tier 2
  • Manage firm inventory and purchase equipment as directed
  • Ensure that inventory is properly maintained
  • Ensure that PCs are correctly placed and updated
  • Manage retirement and secure disposal of end-of-life equipment
  • Follow and enforce departmental standards for procurement
  • Participate in the annual IT Department budgeting process

 

Required Experience:

  • At least four years of experience directly supporting or managing a desktop support team in a Microsoft centric multiple-location environment, including direct management of desktop support staff, with responsibility for recommending or executing purchase of PCs, printers, and peripherals
  • Strong customer service focus, with the ability to motivate and inspire direct reports to provide excellent service
  • Good interpersonal skills;  respectful and team-oriented, assertive but tactful, receptive to feedback and embracing continuous improvement
  • Excellent work ethic:  strong sense of ownership for both personal and team work, doing what is needed without being asked, following through
  • Understanding of Microsoft SCCM and task sequencing is a plus
  • Previous law firm or professional services experience preferred but not required

 

Marshall Dennehey Warner Coleman & Goggin offers a competitive salary and benefits package.

Please send cover letter, resume and salary requirements to hrrecruiter@mdwcg.com for consideration.

We are an Equal Opportunity Employer AA/M/F/D/V.

Contact

Human Resources
hrrecruiter@mdwcg.com
Marshall Dennehey Warner Coleman & Goggin
2000 Market Street, Suite 2300
Philadelphia, PA 19103

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