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Desktop Support Manager
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- POSITION SUMMARY: This position shall be responsible for managing the desktop support needed for the agency on a wide range of applications, including Windows, Microsoft Exchange, Microsoft Office, and eClinicalWorks (eCW), as well as providing training to staff and troubleshooting issues in a networked microcomputer environment.
- Supervises Desktop Support staff including but not limited to training and development of staff, monitoring staff performance through evaluations, and progressive discipline as needed.
- Trains and develops Desktop Support staff to execute hardware, software, and support requests such as new PC builds and configuration, creating user IDs, and confirming that user machines have the resources (EMR, Dental, printers, office, shared drives, time entry, intranet, etc.)
- Manages the Desktop Support staff to deploy and support, in conjunction with an escalation support organization, the printer fleet in use as well as new printers deployed, and monitor, support, and troubleshoot all lines of business applications such as eCW, Open Dental, BridgeIT, eBO, Dexis imaging, and financial management packages.
- Monitors ticketing system (ServiceDesk) and follows up with assigned Desktop Support staff to ensure timely resolution of problems.
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