Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential.
Ultimate is ranked #1 on Fortune's "Best Places to Work in Technology" for 2018 and #3 on the "100 Best Companies to Work For" list in 2018. Ultimate is also ranked #1 on the Fortune's "100 Best Workplaces for Millennials" for 2018 and #3 on its "Best Workplaces for Diversity" list for 2017.
Manage and mentor a team of desktop support engineers; develop their customer
service and technical skills
Ensure sufficient hardware stock levels to meet day-to-day business needs (i.e. laptop
refresh, new hires, etc.)
Ensure annual laptop/desktop refresh is completed on-time and within budget
Manage asset allocation of all laptop/desktop computer assets
Drive efforts to provide world class end user support and improve user experience
Oversee the process for deployment, maintenance and support of all end user devices,
software and operating systems.
Manage Service Requests and incidents to ensure SLAs are met
Participate in Major Incident resolution and other ITSM roles as part of our ITSM
Work with other IT organizations to handle incident resolution (infrastructure, security,
applications, database management, etc...)
Ensure standards and processes are followed according to compliance guidelines
Review and maintain status report/dashboard and analyze metrics in order to take
Complete annual performance evaluations and 1:1 meetings to ensure staff is meeting
objectives and responsibilities
Coordinate and schedule staffing for normal business hour support, on-call and off-site
Other duties as assigned by Sr. Management
(Knowledge, Skills and Abilities)
Bachelor's degree in IT, Computer Science or related field
Minimum of 5 years of experience as a service desk/desktop support
Minimum of 3 years of experience with managing a medium to large size organization
Experience with the use of ServiceNow and ITIL processes
Extensive Experience supporting Microsoft, Apple and Linux operating systems
Experience with desktop imaging and deployment technologies (SCCM, JAMF, etc..)
Excellent organizational, project management and problem-solving skills
Exceptional interpersonal skills
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.