Position Overview:Oversee administration and maintenance of end-user platform(s) and services including Desktops, Laptops, “Unified Communications” (Web and Video Teleconferencing, Instant Messaging, VoIP, Voice Mail) and other components and services widely utilized within the company.In addition, establishing and maintaining vendor relationships relating to procurement of components and service, negotiation of most-favorable terms and pricing, tracking, forecasting and budgeting for expenses will also be part of this role.Primary Responsibilities:• Oversee team which is primary interface for end-user community company wide• Respond to end-user questions in person, via phone and/or email on all company platforms and supported applications as needed• Establish metrics and methodologies that best communicate team status• Provide insight on trends requiring action proactively to stay “one step ahead” of the end-users• Procure, maintain and manage inventory of consumables required to provision new end-users• Establish, maintain and manage vendors responsible for providing hardware, software and/or services required to provide world-class service• Develop and nurture team staff to ensure high morale and job satisfaction• Document forecasts, plans and resolutions for on-going and future reference• Innovate, promote and drive adoption of tools, technologies, policies and procedures in support of continuous improvement

•Manage the Desktop, Telecom and Help Desk teams including: hiring, determining workload, setting priorities, delegating assignments, supporting training, monitoring and evaluating performance, and initiating corrective or disciplinary actions. •Facilitate individual goal setting, review performance, provide coaching and development of staff. Conduct bi-annual performance reviews•Develop and maintain metrics related to all supported functions. Use the metrics to continually seek process improvements.•Develop, design, configure and maintain all desktop and telecommunications standards. Provide technical leadership for all desktop, laptop and telecommunication decisions for Motricity •Track, manage, and approve all costs relating to IT desktop/laptop equipment and software, peripheral equipment, and telecommunications equipment and services.•Manage the relationships with the vendors that provide equipment and services including reviewing and approving contracts, setting expectations with vendors, evaluating new products and services, and recommending as appropriate.•Make recommendations to upper management regarding equipment, upgrades, and other technology related decisions. Plan and implement recommendations as appropriate. Ensure all desktop and telecommunications systems conform to IT Security policy through review and audits•Develop and implement new policies/procedures/standards desktop/laptop hardware and software as appropriate•Ensure all OS patches and AntiVirus patches are applied to all desktops and laptops according to the patch management review process•Plan and participate in scheduled off-hours service outage upgrades •Support office remodels and office moves as required•Be the point of contact for unresolved tickets or general escalations at the Help Desk.•Provide metrics relating to inbound Help Desk tickets, specifically types and quantities and set staffing accordingly.

Desktop and TelecommunicationsManage the team that provides and supports the companies desktop and telecommunications infrastructure and architectural components across North American and European office locations. This includes Windows/Linux/Mac workstations, Network File and Print services, Remote Access functionality (VPN), voice circuits and switches, Voice Mail, inbound/outbound long distance service, and desktop and telecommunications system management services. Lead and plan major installations, and to mentor and lead team members and others in diagnosing and resolving complex problems. Translate and relate detailed technical issues into a broader, big picture business requirement and direction, and facilitate communication between company technical and business units, and upper levels of company management.

Responsible for the installation, movement, change, and maintenance of various voice telecommunications equipment at EDS facilities located in; Responsible for telecom disaster recovery planning and testing. Evaluate and recommend system upgrades. Coordinate with vendors as needed to perform PBX upgrades and circuit installation. Troubleshoot and respond to telecommunication problems for 250 users at the Bellevue location. Perform routine system backups. Coordinate use of telecom equipment. Maintain telecom and voice inventory. Provide telephone end user training. Maintain call accounting databases. Audit telephone billing

Supervise field service staff of over 125. Hire new contracting staff to service ATM's as needed. Provide hands-on training and create training documentation for contracting staff that provide field service support for 1,500 ATM's located in Washington and Idaho. Create and maintain operational policies and procedures for field servicers to use as a guideline in their day-to-day work. Maintain and track ATM's using a centralized database. Maintain servicer database and files. Create performance reports on a weekly and monthly basis for customers. Process, edit and generate payroll for servicers on a bi-monthly basis. Edit monthly customer billing. Perform random audit checks at ATMs for service quality. Set up video surveillance and provide documentation in loss prevention cases for in-house auditors. Interact daily with some of the largest financial institutions regarding scheduling and start-up of new ATM's as well as operational support and statistical reports.