Job Opening

Desktop Support Manager

Job Industry Computer Hardware
Job Type Full-Time
Experience Level Mid-Senior Level
Date Posted 2020-10-27
Job Location Mandurriao, Iloilo City
Company Information Asurion
Two Fintech Place
Megaworld Blvd, Mandurriao
Iloilo City, Iloilo
Website: https://www.asurion.com/
Asurion is the global leader in technology protection services. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion, together with sister-company NEW, provides more than 300 million consumers worldwide with best-in-class service, repair, replacement, and delivery. The company also provides products that can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 19,000 employees and operates in nine countries across three continents. For more information, please visit www.asurion.com.
Job Description The Manager of Internal Customer Deskside Support (ICDS) will be responsible for managing IT projects, organizing on-hand support of projects utilizing current staff. This amongst providing technical support to local and remote end users using experience and established procedures to reach resolutions. • Manage a team of technicians to provide customer support to the internal organization. • Organize and lead teams in mid to large-scale pilot/testing projects. • Adheres to PC Support policies, process and procedures. • Mentors non-senior techs in best practice, SOP and project work. • Provides technical assistance and training to end-users. • Responds to technical service requests and incidents within established SLAs. • Images and deploys PC's. • Coordinates and performs department PC equipment moves. • Attends occasional departmental meetings to represent end user support. • Maintains hardware and software inventory. • Creates and maintains technical documentation and SOP's. • Provides hands-on support for desktop engineering and system administration teams. • Assists Service Desk technicians with technical service request escalations. • Participates in on-call support rotation, including working additional night and weekend hours as required.
Job Qualifications At least Bachelor’s/College degree in ECE, Computer Science/Information Technology or equivalent
• At least Bachelor’s/College degree in ECE, Computer Science/Information Technology or equivalent
• Proven experience in evaluating, installing, testing, maintaining and supporting desktops, laptops, peripherals, printers, operating systems and applications.
• Lead/management, Project management and reporting experience.
• Metric reporting and analysis.
• Available to travel as required.

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