Desktop Support Supervisor Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
The Information Management Supervisor is recognized as possessing exceptional competence and unique mastery in a specific discipline or client base. May provide high-level analysis to complex projects; serve as a subject matter expert applying comprehensive skills and abilities to unique/important projects or in situations requiring a highly specialized marketing interface. Work includes original, creative tasks and is highly complex in nature. Alternately, may be responsible for technical direction of a major internal initiative. Incumbent directs and oversees the activities of personnel, complex projects or programs, and company wide initiatives. These projects, programs or initiatives, by reason of their size, independent complexity and high degree of impact on company results may subject the company to significant risk or cost. Incumbents are subject to functional policy guidance from general management.
May be responsible for the planning, development, implementation and maintenance of a major ACS’ internal initiative, selecting and directing subordinate and/or dotted line personnel for this purpose..
Directs and oversees resources allocation efforts and space/facility planning efforts to meet client/project needs.
Will be responsible for the tactical and operational management of IS and Technology personnel and may provide support for both local and remote sites.
Will work directly with the Sr. Manager of Enterprise User Services and other leadership to develop consistent plans and processes as well as ensure data accuracy, security, and legal and regulatory compliance.
Provides managerial, professional and analytical support associated with providing technical services to internal customers
Will act as the corporate point-of-contact for ACS and client personnel on all activities related to a major company wide initiative (e.g. quality, real estate, software development).
Adeptly work across functional towers to anticipate and resolve Desktop related service delivery issues
Proactively establish and maintain client and account team relationships. Open channels of communication among the groups to build trust and cohesion
Serves as a subject matter expert applying comprehensive technical skills and abilities to unique/important projects.
Performs or leads complex technical support functions requiring a comprehensive knowledge of a specialty area including hardware/software, systems operations and network issues.
May assume functional responsibility for specific tasks or projects and instruct, direct and/or check the work of others. May participate in the employee selection process and/or provide input for performance appraisals of affected personnel.
May make high-level presentations to management and/or customers.
May research, write or participate in proposals that require a high level of specific discipline or client expertise. In doing so, plans and establishes priorities and manpower utilization of affected component.
May market new or follow-on contracts where subject matter leadership or knowledge of client needs provide ACS with an opportunity to significantly grow or leverage capabilities.
Keeps apprised of developments affecting area of expertise/client base. Investigates new issues and makes recommendations to senior management. Regularly seeks opportunities to improve ACS’ capabilities in area of expertise.
Education and Typical Years of Experience
Bachelor’s degree in a related field, or equivalent work experience. Minimum of 5 years of related subject matter experience, reflecting state-of-the-art knowledge. Minimum of 5+ years in leadership or managerial role. Ability to apply and use advanced knowledge and techniques in a customer-focused, quality-oriented environment.
Special Requirements
Fortune 500 IT experience (Supervisor/Manager level) preferred
Management of at least 5+ staff members desired
Contact/Customer Care/Desktop Support tactical management experience desired Project Management experience desired
P&L experience desired
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
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