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Deskside / Site Manager

Long View. A career that helps you get more out of life.

 

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!


Are you passionate about cutting-edge technology and working for a company that values FUN?

We are looking for an energetic and client-facing Deskside/Site Manager for our Denver branch to build a dynamic relationship with our client, be a creative problem-solver and apply technical expertise when needed!


In this role, you will align the delivery of services with Long View’s core values and our clients’ expectations to ensure a healthy IT environment! As the front line representative for Long View, you will interact directly with our clients and our Systems Consultants. You will also work directly with Account Managers and the Client Service Managers (CSM) to provide quotes as well as escalate client side opportunities for potential projects. This role is based onsite in downtown Denver.


A Day in the Life:
  • Day-to-day management of all of Long View’s onsite end user support personnel
  • Manage and coordinate with Long View’s desk side resources and offsite resources
  • Assure Long View’s IT team is monitoring and responding to the client’s ticket queue
  • Work with Long View’s recruiting and management team to screen and interview resources and hire to fill client services resource roles for Long View’s onsite team in order to provide the agreed upon service to client
  • Ensure resources have a solid understanding of client’s culture, policies, practices and guidelines
  • Communicate status of incidents, plans for resolving incidents and completed incident reports to client
  • Offer expertise and insight into best practices that client may incorporate into the delivery of client services
  • Make recommendations on metrics that may be used to measure performance of services being delivered
  • Manage the processes, tools, best practices, and measurements utilized in delivery of Services
  • Emphasize the importance of quarterly Career Life Planning Sessions (CLPs), challenging your team members to develop their careers
  • Encourage team members to participate in quarterly training
  • Regularly deliver support, both career and life, positive feedback, constructive criticism and areas of improvement to each of your team members
  • Identify and mentor people interested in being successors to your role
  • Communicate with client on all items affecting team members, i.e. medical, absenteeism, vacation, and feedback
  • Act positive and upbeat in all client and team communication, being a source of optimism Promote the LVS culture within your team, leading by example


What You Bring:
  • Experience overseeing delivery of end user support services in a global company.
  • Experience managing and supporting a team of 5-10 support technicians to provide and maintain a high level of customer service and satisfaction.
  • Experience delivering white-glove support for VIP users, making sure the team is providing prompt and exceptional service.
  • Act as the primary escalation point for critical issues, facilitating timely resolution and maintaining exceptional communication throughout the process.
  • CSI approach to assess the existing service, identify areas for improvement, and provide strategic recommendations to enhance overall performance.


Who You Are:
  • Committed to Long View’s four core values: Integrity, Competence, Value and Fun with a passion about total customer satisfaction and building a team
  • Customer-oriented, High energy, with high initiative
  • Pleasant on the phone and in possession of superior interpersonal skills
  • Interested in and knowledgeable about current news, system information, problems, changes and updates relevant to the IT user community
  • Passionate about creating a great client experience and willing to assist in other areas of the business
  • Excited about and willing to take 2 - 4 training events per year
  • Supportive and aware of following all LVS policies including our Health, Safety & Environment (HSE), Security Compliance and Respectful Workplace Programs


$95,000 - $115,000 a year
Expected salary range $95,000-$115,000 annually

Benefits


Long View Systems (LVS) is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 or more hours per week. You share the costs of some benefits (medical/prescription, dental, vision) and LVS provides other benefits at no cost to you (group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability). In addition, there are voluntary benefits with reasonable group rates that you can purchase through LVS payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance).


Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!


Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.


Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know

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CEO of Long View Systems
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Brent Allison
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Average salary estimate

$105000 / YEARLY (est.)
min
max
$95000K
$115000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Deskside / Site Manager, Long View Systems

Join Long View as a Deskside / Site Manager in sunny Denver and step into a career that not only enhances your professional life but also enriches your personal life! Here at Long View, we take pride in our vibrant culture and our reputation as one of North America's top IT service providers. This isn't just another job; it's an opportunity to thrive in an environment brimming with collaboration, innovation, and, importantly, fun! In your role as Deskside / Site Manager, you’ll be at the heart of client relationships, balancing technical expertise with creativity to solve problems effectively. Your day-to-day responsibilities will include managing onsite user support personnel and ensuring our IT team is responsive to service needs. You'll work closely with various teams, from Account Managers to Client Service Managers, coordinating efforts to maintain a productive and positive work environment. If you're someone who thrives on building relationships and is passionate about delivering unparalleled client experiences, we want to hear from you! You'll also focus on empowering your team through training and personal career growth, always embodying our core values of Integrity, Competence, Value, and Fun. Come be a part of something great at Long View, where our people are at the center of everything we do!

Frequently Asked Questions (FAQs) for Deskside / Site Manager Role at Long View Systems
What are the main responsibilities of a Deskside / Site Manager at Long View?

As a Deskside / Site Manager at Long View, your primary responsibilities will include managing the day-to-day activities of onsite end-user support, coordinating with offsite resources, and ensuring that our IT team efficiently handles client requests. You'll be the crucial link between our clients and internal teams, tasked with delivering exceptional service that aligns with our core values.

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What qualifications do I need to apply for the Deskside / Site Manager position at Long View?

To qualify for the Deskside / Site Manager position at Long View, candidates should have experience overseeing end-user support services, preferably in a global setting. Strong leadership skills are essential, along with a customer-oriented approach, excellent interpersonal skills, and a commitment to providing high-quality service to clients.

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What is the work environment like for a Deskside / Site Manager at Long View?

The work environment for a Deskside / Site Manager at Long View is friendly, inclusive, and buzzing with energy. You'll find yourself in a collaborative space where innovation is encouraged, and feedback is both given and received constructively. Our team's culture promotes fun and personal development, making it a great place to build your career while enjoying a positive atmosphere.

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What career growth opportunities exist for Deskside / Site Managers at Long View?

Long View is dedicated to the career growth of its employees, offering regular training sessions and opportunities for professional development. As a Deskside / Site Manager, you'll not only mentor your team but also be provided with pathways to advance within the organization, enhancing your skills and progressing in your career.

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How does Long View ensure a healthy work-life balance for Deskside / Site Managers?

Long View strongly believes in work-life balance and actively promotes a culture where employees are encouraged to live life to the fullest. As a Deskside / Site Manager, you will find support in achieving an ideal balance through flexible schedules, a focus on team wellness, and an emphasis on positive workplace interactions.

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Common Interview Questions for Deskside / Site Manager
Can you describe your experience managing end-user support teams?

When discussing your experience managing end-user support teams, focus on specific scenarios where you've successfully led a group, handled conflicts, and improved team performance. Highlight how you maintained a high level of customer service and addressed any challenges that arose.

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How do you ensure excellent customer service in an IT environment?

To ensure excellent customer service in an IT environment, emphasize your proactive communication skills, your ability to listen to client needs, and your commitment to providing quick and effective solutions. Provide examples of how you've gone above and beyond to meet client expectations.

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What strategies do you use for team motivation?

Discuss your strategies for team motivation by mentioning regular feedback sessions, recognition programs, and opportunities for professional development. Share examples of how you’ve inspired team members to achieve their best work through encouragement and support.

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How do you handle high-pressure situations with clients?

In high-pressure situations with clients, it's essential to remain calm and collected. Explain how you prioritize communication, keep clients informed, and systematically approach problem-solving to ensure satisfaction even during challenging times.

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Can you provide an example of a technical problem you solved for a client?

When asked about a technical problem you've solved, tell a story involving a specific incident where you diagnosed an issue, your approach to finding a solution, and the outcome. This demonstrates your technical expertise and your ability to communicate effectively during the resolution process.

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What role does collaboration play in IT service management?

Collaboration is crucial in IT service management as it ensures that teams communicate effectively and share knowledge. Discuss how you encourage collaboration among your team members and with other departments to ensure that client needs are met smoothly and efficiently.

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How do you stay current with IT trends and best practices?

To stay current with IT trends and best practices, mention your active participation in relevant training, webinars, and professional organizations. Highlight the importance of continuous learning in the ever-evolving IT landscape.

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Describe a time when you had to manage a difficult team member.

Share a specific instance where you managed a difficult team member. Discuss your management style, how you approached the situation, and the resolution process, emphasizing the positive outcome and what you learned.

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What tools do you find essential for managing IT support services?

Discuss the tools you consider essential for managing IT support services, such as ticketing systems for tracking issues, communication platforms for team collaboration, and reporting software for performance metrics. Provide rationale for your choices based on efficiency and effectiveness.

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How do you measure the success of your team in providing support?

To measure success in providing support, talk about the key performance indicators (KPIs) you track, such as response times, ticket resolution rates, and client satisfaction scores. Emphasize the importance of using data to inform improvements and celebrate successes within the team.

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DATE POSTED
April 5, 2025

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