Desktop Support Manager

Location: London, England, United Kingdom
Salary: £80000 - £120000 per annum + bonus + benefits
Sectors: Banking IT
Job Type: Permanent
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Desktop Support Manager

City of London

£80,000 - £120,000

ROLE SUMMARY

The Desktop team provides internal support for users in London, Paris, Frankfurt, New York and multiple other locations. The desktop support groups for Europe operate from London and for North America from New York. The groups have been run independently while still seeking synergies through cooperation. The Desktop Support Manager will manage both groups looking to leverage the time differences for extended coverage to both regions.

The business uses Atlassian Support tools, including Jira Service Desk. The Desktop Support Manager will need to champion the use of Service Desk throughout the global team.

Responsibilities in Jira Service Desk include operational ticketing for incidents, generating reports to measure team efficiencies and creating work flows to support end users making requests to the team. Additionally, the team will use Jira Software Projects to manage and coordinate project work and deployments.

RESPONSIBILITIES

  • Manage a team of 10 desktop support technicians distributed between both the European and North American offices.
  • Track the completion and quality control of operational and project work assigned to the Desktop team.
  • Generate reports for management demonstrating team efficiencies and metrics.
  • Establish common operational practices across the global team in coordination with the support of Windows engineering groups in the New York and London.
  • Respond to user escalations in a timely manner providing excellent customer service in Europe and North America
  • Balance a mixed workload of support tasks and project responsibilities, including OS & software deployments.
  • Occasional travel to regional offices.
  • Occasional overtime as necessary to meet project requirements or team shift coverage.
  • Use Jira Service Desktop and Software Projects to allocate and share work between regions.
  • Support Microsoft operating systems and productivity tools like Word, Excel, Project, and Power Point.
  • Make use of Microsoft management tools such as software packaging and distribution.

Desktop Support Manager

City of London

£80,000 - £120,000

To find out more about Huxley, please visit www.huxley.com

Huxley, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy | Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales

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