Manager Desktop/End User Support

Profile

Description

The Manager, Desktop/End User Support maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Manager, Desktop/End User Support works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.

Responsibilities

The Manager, Desktop/End User Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.

Required Qualifications

Bachelor's Degree

6 or more years of technical experience

2 or more years of management experience

Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams

Experienced responding to escalated telephone, email and on line requests for technical support

Experienced documenting, tracking, and monitoring the problem using applicable systems and tools.

Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas

2 years in a Lead or Supervisor capacity for Desktop Support

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Bachelor's Degree in a Technical Field

Desktop Support related Certifications

Additional Information

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

Humana Inc.
Website : http://www.humana.com