Desktop Support Manager / Technical Lead

Job description

Desktop Support Manager \/ Technical Lead \/ Service Desk Manager

Desktop Support Manager \/ Technical Lead
Home working + Occasional travel
Up to \u00A350,000

Your new role
My client is currently recruiting for a hands-on Desktop Support Manager \/ Technical lead. You will be responsible for leading the delivery of the onshore service desk across the business. The role is accountable for delivering excellent service, leading, and motivating the onshore team of service desk analysts, managing all service requests and incidents, handling issues that occur in a timely manner and working as part of the wider IT team. The successful candidate will have excellent technical knowledge as well as experience of working within a regulated enterprise environment. The role will also require working with our strategic offshore partner in India to help deliver first class IT service to our business. Experience of working with an offshore partner would be advantageous.
This role is home working with occasional travel to Manchester City Centre, Leeds City Centre and London..

Responsibilities
Ensure the ServiceDesk SLA's are adhered to by setting work priorities across all members of the service desk function Be a point of escalation for service issues, raising items with third party vendors.
Lead the definition and adoption of standardised support procedures across the whole team (e.g. ITIL)
Identify areas for development of the skillset of the support team and oversee their delivery.
Ensure appropriate process and governance documentation is produced and accurately maintained.
Provide first class customer service to all parts the business Identifying and implementing service improvement within the team where appropriate.
Oversee day to day fulfilment of Service Requests, Incidents, and completion of daily tasks within SLA.
Effective management of team members to ensure team objectives, 1-2-1s and SLAs are met.
Ability to meet the evolving demands of the business when they emerge, particularly when dealing with mergers and acquisitions.
Provide internal training, coaching, and mentoring to all service desk staff.
Conduct regular 1-2-1's and formal appraisals
Provide coaching and support to all Desktop Support Analysts
To lead support workstreams for IT projects and deliver work packages

Experience needed
Experience of working in an enterprise environment with onshore and offshore teams.
Experience of Microsoft Azure (Autopilot, InTune\/MDM) and Office 365 platforms.
Experience of ServiceNow, Process Automation & Workflows.
Excellent understanding of all major elements of the IT infrastructure including networking, telephony, operating systems, application servers, firewalls, mobile devices.
Experience of working in a regulated environment. Leadership of service improvement projects.
Proactive self-starter who can identify problems and offer solutions and options.
Technically competent and has presence to quickly create credibility amongst senior stakeholders.
Uses initiative and drive to navigate both internally and externally to get things done.
Effective team player but also able to self-motivate and operate independently.
Highly organised, good attention to detail and works with pace.
Ability to lead a technical function composed of helpdesk analysts.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk