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Manager, Desktop Services in Philadelphia, PA at Radian Group Inc

Date Posted: 10/21/2018

Job Snapshot

Job Description

The Manager, Desktop Services is responsible for providing daily operational and personnel management in support of Radian’s desktop computing environment/platform. Provides guidance and direction for end user support, hardware, software, security and metrics reporting management. Assists in implementation of desktop technology solutions in sustaining or advancing computing technologies, performance, security and cost of ownerships. This position will have responsibility for directing and/or performing desktop or user support related tasks and/or creation of policies/practices related to established frameworks. The Manager, Desktop Services position is a key member of the User Support Services team covering physical asset management, security, hardware/software distribution, computing performance, architecture/engineering and related business processes and workflows.

What you will do:

  • Manager and lead a team of desktop support technicians, engineers / architects with a focus on desktop operations, end user support and service delivery.
  • Manager desktop incidents, requests, and tasks ensuring adherence to defined TTR (Time to Respond & Time to Resolve) and Service Level Agreements or Objectives.
  • Manage Desktop or User Support Services projects and/or personnel around key initiatives in advancing technology, standards, policies/procedures or practices
  • Develop, manage and sustain tools and technologies to effectively perform desktop operations and support. (i.e Radian Image Mgmt, Software Distribution tools, desktop patching and desktop security compliance)
  • Oversee Radian issued hardware and software management, administration, deployment and support activities ensuring compliance and performance.
  • Other duties as requested.

Who we are looking for:

  • Expert knowledge and understanding of desktop engineering/architecture disciplines along with in depth knowledge of Microsoft Operating Systems iand core components such as file systems, registries, drivers and services. Windows 10 expierience is Critical
  • Strong knowledge of desktop imaging processes, tools and technologies related to software packaging and distribution (i.e. Altiris, Marimba, SCCM, LANDesk – MSI, WIN Install, AppV).
  • Strong knowledge of relevant desktop technologies including Office Suite, Outlook, Active Directory, Disk Encryption, Anti-Virus, DLP, Removable Media, Browsers to ensure compliance and performance.
  • Strong knowledge of desktop computing hardware standards, functionality, security and forward looking trends.
  • Knowledge of mobile computing products and capabilities in assessment of future product implementations.
  • Ability to articulate, document and enforce desktop computing policies, procedures and operational practices.
  • Strong analytical skills to effectively diagnose assess and recommend solutions or alternatives to complex incidents.
  • Participate and lead team/s of personnel in defining, tasking and delivery of project and key initiatives supporting desktop computing environments.
  • Ability to measure and quantify effectiveness of services and capabilities.
  • Strong written and verbal communications skills.  Must be able to lead and influence diverse groups, and explain technical terms to customers without similar backgrounds.
  • Excellent time management skills to effectively meet multiple objectives.
  • Ability to lead, motivate, train and be a mentor to staff personnel
  • Action oriented, self-motivated and capable of performing multiple tasks simultaneously

Prior Work Experience and Education:

  • 3 to 5 years of related work experience
  • 1 to 3 years of supervisory experience
  • Bachelor's Degree required in Computer Science or Business Administration


1500 Market St. Philadelphia, PA 19102

EEO Statement

Radian complies with all applicable federal, state, and local laws prohibiting discrimination in employment.  All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status or any other characteristic protected by applicable federal, state, or local law.

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