Description

At Shutterfly, we make life's experiences unforgettable. We believe there is extraordinary power in the self-expression. That's why our family of brands helps customers create products and capture moments that reflect who they uniquely are.

Reporting to the Sr. Manager, IT Services, the IT Desktop Support Manager will lead the desktop support services team for Shutterfly, providing direction and oversight of support resources and ensuring Information Technology (IT) services are delivered with excellence. The IT Desktop Support Manager directly manages a team of 8 desktop support administrators responsible for Windows PC and Mac hardware and software that includes computing, video conferencing, mobile devices, and support processes.

The Desktop Support Manager will be focused on analyzing common desktop support requirements, processes, and championing new solutions for continually improving service efficiency and effectiveness. In this capacity, the manager will ensure that corporate technology aligns with defined architecture and engineering standards and performs to established service levels, and that common standards are defined and leveraged across sites.

Additionally, the IT Desktop Support Manager is accountable for staffing, professional development and technology budgets/financial administration related to Desktop Support operations, including all relevant vendor contracts and expenditure. This person is responsible for establishing and monitoring KPIs that measure department performance against defined SLAs and financial performance. This role involves collaboration and engagement with team members, colleagues, and our executive leadership team. The expectation is that this role will be present in the office 3 days per week, with flexibility depending on support demands.

Responsibilities:

• Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives with an emphasis on continual improvement in operational efficiency achieved through process and technology configuration standardization, consistency, automation, common platforms, rigorous documentation, and excellent communication.
• Lead the department in the delivery of IT services supporting corporate desktops, laptops, mobile devices, audio/video conferencing technology, Microsoft Office 365/Outlook/Teams/VoIP telephony, and other corporate applications and services, measurable through customer satisfaction surveys and other ticket-based metrics.
• Act as a point of IT issue escalation for the desktop services team members, and escalation of critical incidents within Infrastructure & Operations
• Manage multiple high priority initiatives in a fast-paced environment.
• Collaborate with HR and corporate office department heads to plan, budget, procure and deploy new technology related to company growth and new hires. Ensure that IT hardware, software, and applicable access are provisioned and deprovisioned in a timely manner.
• Plan and oversee annual technology refresh roadmaps including budgetary planning and financial management.
• Maintain a detailed inventory for IT assets.
• Manage software licensing, support renewal contracts and budget for applications as assigned.
• Provide white-glove service delivery for Shutterfly executive leadership team.
• Act as intermediary and facilitator to help resolve ongoing and complex technical issues that span multiple departments.
• Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists.
• Create team goals that align with the Information Technology (IT) and Infrastructure strategies.
• Provide night and weekend support as needed to support the business.

Qualifications:

• Minimum of 7-10 years of experience in IT Service Management, with at least 5 years in a managerial or leadership role.
• Proven experience in designing and implementing ITSM processes for a medium to large organization.
• Proven experience with Microsoft Intune, SCCM, Azure, Jamf, and Autopilot.
  Strong leadership and team management skills, with a track record of leading high-performing teams.
• Excellent communication and stakeholder management skills, with a strong customer service focus
• Analytical mindset with the ability to solve complex problems and make data-driven decisions.
• Experience with ITSM tools such as ServiceNow or similar platform.
• Bachelor's degree in Computer Science, Information Technology, a related field, or comparable experience.
• ITIL certification preferred.
• Applicable Microsoft certification preferred.

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it's the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.

This position will accept applications on an ongoing basis until filled.

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