Manager, Desktop Support

Manager, Desktop Support

Do you have experience in IT Services? Are you passionate about the chance to bring your experience to a world- class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team in either the Minneapolis/St. Paul or Toronto, and be part of our Service Management team. Thomson Reuters is transforming how it supports the technology Products and Platforms delivered to customers and employees.

The Service Management function is transforming into a truly global, data- and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations, including service monitoring, support and incident response, automated ops, change and configuration management as well as supplier/vendor and asset management. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.

This role will lead a team of talented support specialists who provide both remote and in-person support from our North American campuses. They will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting our global enterprise.

About the role

In this opportunity as a Manager, Desktop Support, you will:

• Provide leadership and direction to a geographically dispersed team that provides desktop support to all internal users. This includes technologies such as networks, email, remote access, telephony, and conferencing services.
• Be a key contributor to the Service Management leadership team.
• Drive continual service improvement and innovation, including meeting/exceeding SLAs.
• Collect, analyze, and report on key metrics.
• Contribute to the strategy of the department and drive implementation of department goals that support the company's core values.
• Build and maintain strong relationships with key business unit partners.
• Lead complex projects, such as large-scale upgrades.
• Ensure departmental compliance to all corporate and technical policies.
• Ensure customer documentation, processes, and procedures are updated regularly.
• Act as an escalation point for staff and customers.
• Participate in the budgeting process.
• Provide coaching and mentoring to staff.

About You

You're a fit for the role if your background includes:

• 7+ Years of experience in a support role with 5+ years of experience in a leadership role.
• Consistently demonstrating an understanding of computer operating systems and hardware, networking, printers, mobile technologies, and a variety of software applications.
• Strong leadership skills.
• Proven track record of success driving projects and initiatives even with ambiguous details provided.
• Experience in technologies such as PowerBI, Azure, MDM, Interpoint security, and video conferencing.
• Strong customer service, problem solving, organizational and conflict management skills.
• Strong IT Service Management and standards experience.
• Proven strong Critical Thinking, Written and Oral communication skills.
• Bachelor's degree or equivalent from an accredited college/university.
• ITIL Certification preferred.

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-GK1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.