The Bancorp Bank

  • Desktop Support Manager

    Job Location US-DE-Wilmington
    Regular Full-Time
  • Overview

    Manage the day to day operations of the desktop support team which maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. They also document, maintain, upgrade and replace hardware and software systems as assigned.


    1. Manage the desktop support team. Interview, hire, set high performance standards, and manage team performance in accordance with all applicable HR policies and procedures. Create a flexible and energized work environment, fostering an atmosphere that enables employee trust and engagement. Inspire confidence and motivate others to perform at their best. Develop and coach staff while effectively addressing performance issues.
    2. Establish and maintain standard operating processes and procedures for setting up, maintaining, and troubleshooting desktop, notebook computers, and telephones as well as the installation and configuration of software. Ensure team is operating in accordance with established procedures and communicate with team regarding process and procedural changes and updates.
    3. Respond to elevated and/or the most complex service tickets for the team. Resolve issues, document actions, and close tickets in the system. Talk directly with clients to obtain a clear and detailed description of the issue and/or instruct clients in the appropriate method to obtain resolution.
    4. Work closely with employees at all levels across the organization when responding to issues. Manage and continually enhance service level response times to ensure a high level of client satisfaction. Update internal clients on solutions and manage expectations and timing of resolution as needed. May provide hands-on training when walking clients through equipment issues. Follow up as needed to ensure client satisfaction and understanding.
    5. Oversee inventory of all hardware and software resources and parts. Determine appropriate and cost effective inventory levels and places orders as needed.
    6. Establish close partnerships with outside vendors as needed to resolve issues and elevate problems as needed. Maintain awareness of hardware and software updates and elevations that may affect on-site equipment.
    7. Manage the schedule and elevation of Microsoft patches, anti-virus updates, new releases, encryption software updates and software upgrades/elevations to ensure minimal disruption to employees. Evaluate impact of new releases and upgrades and resolves software related problems as they occur. Identify, troubleshoot and communicate issues and timeframes to impacted employees.
    8. May assist less experienced Desktop Support Analysts with performing their activities and provide hands-on support to the team during high demand periods and/or with large projects.
    9. Prepare metrics and reports for management on operations and activities.
    10. Perform other related duties as assigned.



    • An undergraduate degree in a related field or an equivalent combination of training and experience.
    • A minimum of 5 years related experience in set up, configuration, and troubleshooting desktop/notebook hardware and software from which was obtaining a knowledge of commonly-used concepts, practices, and procedures.
    • A minimum of 2 years supervisory or leadership experience.
    • Previous experience working with remote users in a structured, process-driven environment.



    Other Qualifications:

    • Some knowledge of TCP/IP networking and related network services
    • Some knowledge of Active Directory concepts and administration
    • Knowledge of Microsoft office products
    • Excellent verbal, written, and interpersonal communication skills
    • Excellent customer service skills with a high level of customer focus and motivation.
    • A team player able to work effectively in a team fostered, multi-tasking environment
    • Must be able to lift 50 pounds.


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