Desktop Service Support Manager

Req ID: 253443 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Service Support Manager to join our team in Mountain View, California (US-CA), United States (US).

Job Duties:

• Manage and provide day-to-day leadership and direction to a team of System Administrators (SA’s) providing IT support and compliance for several hundred Desktops and laptops, and small amount of server systems, including networks and mobile devices.
• Provide expertise, and technical direction with diagnosing and resolving complicated or complex desktop and server issues. Assist the team with escalated customer issues. Hands on support of systems as needed.
• Compliance and monitoring of metrics developed against Service Level Agreements (SLA), establish milestones and deadlines.
• Develop, implement, oversee, and ensure compliance, response guidelines, and patch management as determined by Security Plans. As well as backups and restores as identified in metrics and service deliverables.
• Hold regular status meetings with team members. Identify successes, problem areas and deficiencies. Recommend, plan, and implement improvements and solutions as needed.
• Participate in the implementation of Security Plans, including audit coordination, policy and procedure development and documentation.
• Responsible for maintaining a team SharePoint site and ticketing system.
• Regularly produce reports for metric reporting and customer planning used for budgeting, identify cost saving processes, create process improvements and automation solutions.
• Participate in customer management meetings.
• Manage dissemination of information pertinent to customers. This can include server and network changes, upgrades and outages, policy changes, etc.

Basic Qualifications:

• Bachelor's degree in Computer Science or related field or equivalent combination of education and work experience 
• Minimum 7 years of administrating multiple operating systems platforms
• Minimum 5 years of experience supporting/troubleshooting Desktops/servers
• Minimum 4 years of customer support experience
• Minimum 2 years of leadership experience
• Minimum 2 years of experience managing projects
• Minimum 2 years of Linux administration experience
• Must be a US Citizen
• Ability to obtain Interim Secret / Active Secret Security Clearance

Preferred Qualifications:

• Obtain within 6 months and maintain Industry OS certification, and CompTIA Security+, obtain Army Certified System Administrator status
• Strong technical background with all aspects of Desktop and Server support, including Windows, and Linux environments as well as networking (LAN, WAN, VPN) and Active Directory.
• Knowledge of cybersecurity requirements and practices.
• Familiar with supporting mobile device management enterprise software licensing and entitlements, and video conferencing equipment.
• Experience writing, implementing, and testing disaster/contingency plans.
• Experience managing moderate size projects such as new product introduction, OS migration, end of life management, network, or server replacements.
• Highly self-motivated and directed.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
• Ability to adapt to a dynamic and fast-paced environment, handling multiple priorities and managing change effectively.
• Demonstrated experience in leading and managing a team, including performance management, and fostering a collaborative work environment.
• Excellent problem-solving skills with the ability to analyze complex issues and provide innovative solutions.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is [$115,100 - $172,700]. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.