Service Desk Manager / Desktop Support Manager
Service Desk Manager / Desktop Support Manager
£60k Package, London
Bench IT are looking to onboard a Service Desk Manager/ Desktop Support Manager to manage a support team of 6 engineers for a dedicated managed support service working on site for a Global Asset Manager. The successful candidate should have the skills and experience included below;
- Day to Day team management and resource scheduling of 1st and 2nd support teams.
- Maintain high satisfaction levels and meet or surpass agreed service level agreements.
- Management and Performance Reporting, monitor and report on agreed SLA's.
- Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.
- EUC technical skill set: Windows 10/11, Active Directory, O365, Intune
- With a minimum of 3 years of Technical Support Lead experience, the lead will manage their local regional team and service level with regional handoffs as required.
- The EMEA Desktop Support Manager/Team Leader will expected to interlock with the APAC Team Leader.
- High priority incidents are to be worked on collaboratively using a follow the Sun model. Interaction with peers in APAC as part of continuity of Global Service.
- The Support Manager will be expected to regularly feed into the Continuous Service Improvement Plan (CSIP) for the service provider; providing trend analysis and recommendations.
- Ensure our support teams consistently exceed customer expectations.
Service Desk Manager / Desktop Support Manager
£60k Package, London