Granicus is the leading technology and service provider that empowers government organizations to create seamless digital experiences for the people they serve, and we are hiring! By offering the industry's leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.

Come see the impactful work we've done on communities across the country (and world!): https://granicus.com/success-stories/

Granicus is seeking a Manager of Desktop Services

The Manager Desktop Services is responsible for delivering desktop services by managing, evaluating, and developing the desktop support specialists and by providing excellent customer service within our corporate office environments.

This position should have a solid desktop technical background as well as experience in the desktop lifecycle management combined with customer service experience. A problem-solving attitude with the ability to motivate the team to achieve specific goals is an essential skill.

Ultimately, you should be able to ensure high-quality technical support across our corporate offices and manage a high level of client satisfaction.

What You'll Do:

• Manage and evaluate performance for the global helpdesk and deskside team
• Managing and reporting on allocation of IT tickets and assets
• Identifying and acting on opportunities to improve and update software and systems
• Assist in implementing IT Policy and best practices for the organization
• Providing direction for IT helpdesk members
• Identifying opportunities for IT team training and skills advancement
• Conducting regular system checks and workflow audits 
• Contribute to improving customer support by actively responding to queries and handling complaints
• Manage and update
• Ensuring customer service is timely and accurate
• Set specific customer service standards
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on the help desk team's productivity
• Manage employee access control and configuration for internal business applications
• Manage corporate security policies and procedures
• Addresses all aspects of first, and second level technical support
• Assist in escalations to third level technical support.
• Promotes a collaborative work environment both within the team and with other consulting managers and coworkers.

Who You Are:

• You have a solid technical background with an ability to give instructions to a non-technical audience
• You are customer-service oriented with a problem-solving attitude
• You possess excellent written and verbal communications skills
• You have team management skills
• You have work experience as an IT Helpdesk manager
• You have hands on experience with help desk and remote-control software
• You have proven work experience with MacOS and WindowsOS 
• You have a BS degree in Computer Science, Information Technology or relevant field