Desktop Support Manager Goals and Objectives Examples
Ensure timely resolution of all desktop related issues.
Conduct regular performance evaluations of desktop support staff.
Develop and implement documentation standards for user support.
Continuously monitor and improve service delivery processes.
Train desktop support staff in new technologies as needed.
Develop and maintain relationships with third-party vendors.
Manage and track software/hardware licenses and renewals.
Work with other IT teams to resolve cross-functional issues.
Identify opportunities to improve end-user experience.
Keep abreast of emerging trends and technologies in desktop support.
Develop and manage a budget for the desktop support team.
Foster a positive work environment that fosters productivity and teamwork.
Conduct regular staff meetings to discuss progress and goals.
Advocate for end-users’ needs during IT decision-making processes.
Ensure compliance with company policies and procedures.
Develop and maintain standard operating procedures for the desktop support team.
Manage and maintain inventory of all desktop equipment.
Evaluate and recommend purchase of new hardware/software solutions as needed.
Improve response times for urgent support requests.
Work with HR to identify and recruit top talent for the desktop support team.
Facilitate communication between IT and other departments within the organization.
Develop strategies for reducing downtime and improving system stability.
Develop and implement disaster recovery plans for desktop systems.
Maintain security protocols to protect against data breaches.
Ensure compliance with industry-specific regulations, such as HIPAA or PCI-DSS.
Manage, track, and report on key metrics related to desktop support performance.
Provide support for virtual desktop infrastructure (VDI) environments.
Maintain knowledge base documentation to enhance support effectiveness.
Analyze user feedback to identify areas for improvement in service delivery.
Develop and maintain relationships with local IT user groups and professional organizations.
Provide training on safe computing practices to end-users.
Oversee asset management procedures, including tracking of warranties, lease agreements, etc.
Work with accounting to ensure accurate recording of hardware/software expenses.
Provide technical guidance on hardware/software selection for end-users.
Conduct regular reviews of desktop-related service level agreements (SLAs).
Implement remote support capabilities to increase responsiveness and efficiency.
Automate routine maintenance tasks to reduce workload on desktop support staff.
Establish escalation procedures for handling complex issues or outages.
Ensure that all desktop systems meet industry-standard security requirements such as antivirus, firewall protection, etc.
Develop and manage incident response plans in partnership with other IT teams.
Create reports detailing key metrics on desktop support performance for management review.
Provide training on basic troubleshooting techniques to end-users to minimize the volume of support requests.
Engage with security teams to identify vulnerabilities and implement remediation strategies.
Monitor and respond to alerts generated by monitoring tools used for desktops.
Define roles and responsibilities within the team to ensure clear ownership of tasks.
Monitor the usage of software licenses to proactively identify potential compliance issues.
Ensure compliance with relevant legislation regarding data protection.
Ensure that backups are regularly performed for critical data.
Ensure that all changes made to the system are documented.
Establish and enforce policies around equipment disposal.
Establish a process to handle lost or stolen equipment.
Establish standards for hardware repair turnaround time.
Establish standards for software installation turnaround time.
Establish standards for response times based on criticality/severity of incident.
Work closely with network teams to ensure that network connectivity issues are addressed promptly.
Ensure that anti-malware software is installed on all desktop systems.
Regularly evaluate ITSM tools for effectiveness and relevance.
Encourage knowledge sharing within the team through regular meetings, brainstorming sessions, etc.
Define Service Level Objectives (SLOs) for each service provided by the team.
Escalate unresolved incidents to the necessary internal or external parties.
Perform root cause analysis on recurring incidents.
Review change requests submitted by the team before implementation.
Ensure that all incidents are logged into the ticketing system.
Maintain system availability above agreed upon SLAs.
Enforce security policies such as password complexity, forced password change, etc.
Continuously monitor performance against KPI targets.
Ensure application compatibility across different versions of operating systems.
Ensure that all hardware assets are accounted for in the CMDB.
Define patching schedules to ensure that systems are up-to-date.
Monitor log files to detect unusual activity that could indicate security issues.
Document procedures for hardware deployment, imaging, etc.
Develop processes for regular equipment maintenance such as cleaning, fan replacement, etc.
Develop a strategy for dealing with legacy applications that cannot be upgraded.
Regularly test disaster recovery plans.
Provide periodic training for end-users on best practices related to data security.
Develop a plan for how to handle major outages or disasters.
Manage relationships with vendors providing outsourced services.
Establish a process for testing updates before they are deployed to production.
Develop workflows and escalation paths for common types of incidents.
Conduct regular risk assessments to identify potential threats or vulnerabilities.