Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

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Desktop Services Manager

St. Paul, MN
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Job Description

Granicus is the leading technology and service provider that empowers government organizations to create seamless digital experiences for the people they serve, and we are hiring! By offering the industry’s leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.

Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/

Granicus is seeking a Manager of Desktop Services

The Manager Desktop Services is responsible for delivering desktop services by managing, evaluating, and developing the desktop support specialists and by providing excellent customer service within our corporate office environments.

This position should have a solid desktop technical background as well as experience in the desktop lifecycle management combined with customer service experience. A problem-solving attitude with the ability to motivate the team to achieve specific goals is an essential skill.

Ultimately, you should be able to ensure high-quality technical support across our corporate offices and manage a high level of client satisfaction.

What You’ll Do:

  • Manage and evaluate performance for the global helpdesk and deskside team
  • Managing and reporting on allocation of IT tickets and assets
  • Identifying and acting on opportunities to improve and update software and systems
  • Assist in implementing IT Policy and best practices for the organization
  • Providing direction for IT helpdesk members
  • Identifying opportunities for IT team training and skills advancement
  • Conducting regular system checks and workflow audits 
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Manage and update
  • Ensuring customer service is timely and accurate
  • Set specific customer service standards
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly, and monthly reports on the help desk team’s productivity
  • Manage employee access control and configuration for internal business applications
  • Manage corporate security policies and procedures
  • Addresses all aspects of first, and second level technical support
  • Assist in escalations to third level technical support.
  • Promotes a collaborative work environment both within the team and with other consulting managers and coworkers.
Skills & Requirements

Who You Are:

  • You have a solid technical background with an ability to give instructions to a non-technical audience
  • You are customer-service oriented with a problem-solving attitude
  • You possess excellent written and verbal communications skills
  • You have team management skills
  • You have work experience as an IT Helpdesk manager
  • You have hands on experience with help desk and remote-control software
  • You have proven work experience with MacOS and WindowsOS 
  • You have a BS degree in Computer Science, Information Technology or relevant field
Qualifications

Benefits: At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.

  • Flexible Time Off
  • Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
  • 401(k) plan with matching contribution
  • Tuition & Training Reimbursement
  • Paid Parental Leave
  • Employer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
  • Group legal coverage 
  • Transit and/or parking supplement for office based employees
  • Free snacks and drinks in our offices
  • And more!

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law. 

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