Desktop Support Manager

Job description

Desktop Support Manager

Stanford University

Job Number:

Job Code: 4805
Job Grade: K
Would you like to help shape the future of Stanford's School of Medicine as one of the most prestigious schools in the world? Join our IT Support team in leading and changing medicine as we know it today. We are looking for energetic self-starters who want to make a contribution as a Desktop Support Manager to drive and support initiatives in the Office of Information Resources & Technology (IRT). Stanford University is an employer of choice in the Silicon Valley, sitting next to, and interacting with the world's preeminent high tech companies. We offer a variety of benefits beyond traditional medical, dental, and retirement savings options. This is a culture where you can make a difference working alongside some of the brightest and advanced thinkers in the world.

Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine's (SSOM) clinical, research and educational missions. IRT's services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.

Our Desktop Support Manager is a newly created full-time benefits eligible position reporting to the Associate Director of IT Support Operations. In this position you will be responsible for leading a team that provide hardware support as well as security, communication, collaboration, and productivity application support for desktops, laptops, and mobile devices used by SSOM's faculty, staff, students, and affiliates. The Desktop Support Manager will be responsible for delivering world-class desktop support by managing, evaluating, recruiting, hiring, and developing Desktop Support Technicians. The manager will interface directly with the technical staff and other managers and will be directly involved in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. He/she will be directly involved in implementing our new support strategy and radically improving the customer experience as well as internal support team processes and procedures.

This position currently works in our Palo Alto office. This position may move to the new Stanford Redwood City campus late May to late June 2019.

Duties/Responsibilities include:

  • Supervise desktop staff and direct activities; train computing support staff on potential problems and solutions.
  • Understand customer requirements and business opportunities
  • Deliver on service commitments to users and departments within the School of Medicine
  • Energize staff and continuously seek new ways of increasing support efficiencies
  • Ensure all phases of computing support are coordinated, monitored, logged, tracked, and resolved appropriately; often serve as the final escalation point.
  • Foster positive end user relationships and drive customer satisfaction
  • Analyze performance trends, forecast resource requirements, and implement corrective action as needed
  • Report team performance metrics and project summary status periodically
  • Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
  • Implement programs and processes to ensure the highest level of service, efficiency, quality, and response
  • Act as a single point of contact and be the advocate between cross-functional groups
  • Continuously identify cost reduction for service delivery through leveraging tools, automation, and best practices
  • Ensure attrition does not affect ability to deliver services
  • Develop and implement strategic plans to solve complex issues involving the integration of various technical systems
  • Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards
  • Work on (and often lead) technical projects requiring expertise and creativity in analysis and deployment of technology
  • Collaborate with other IT Field Support teams and groups in IRT and in the departments. Liaison with the SHC/SCH/University Service Desk to coordinate services.
* - Other duties may also be assigned.
  • Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients' changing needs.
  • Experience developing and managing both technical and non-technical processes and procedures in a complex support environment
  • Demonstrated ability to lead, manage, plan, and support a functionally organized, technically oriented environment, with staff working on a wide variety of technical activities. Ability to work independently and exercise sound judgment in managing a diverse technical staff.
  • Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.
  • Knowledge of best practices in delivering IT support and professional consulting services.
  • Experience with ServiceNow, Remedy, NetDB or other internal Stanford Software.
  • Prior experience in an academic environment, particularly a medical research environment.
  • Prior experience with data security issues and best practices.
  • At least three years' experience with managing (hiring, coaching, performance management), supervising and training a group of employees highly desired.
  • Ability to plan effectively and to manage/supervise projects and work queues.
  • Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical users.


Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.

  • Understanding of relevant technical knowledge and problem resolution.
  • Strong customer relationship skills, consensus building skills.
  • Ability to establish effective working relationships in a diverse environment.
  • Ability to motivate and mentor staff.
  • Demonstrated project management skills.
  • Ability to multi-task.

  • Constantly perform desk-based computer tasks.
  • Frequently sit, grasp lightly/fine manipulation.
  • Occasionally stand/walk, use a telephone.
  • Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

  • May require extended hours, evenings and weekends, on-call rotation.

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide,


Location: School of Medicine, California, United States
Classification Level:

To be considered for this position please visit our web site and apply on line at the following link:

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.





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Job No:
Posted: 7/9/2018
Application Due: 10/26/2018
Work Type: