Desktop Support Manager

From £35,000 to £42,000 per annum
08 Nov 2017
16 Nov 2017
Contract Type
Full Time
Durham Professional Services is delighted to be recruiting for a new role as a Desktop Support Manager based with our client in the heart of Glasgow. This role is to lead and manage desktop teams across 3 sites, delivering an efficient and effective Desktop support function. The role will manage customer focused desktop analysts and provide problem / incident resolution to local and remote users.

Key Responsibilities of the role include: -

Managing a team of Desktop Support Analysts supporting the Desktop environment for SLC’s operations, in order to ensure that they maintain customer focus. Administrative management of all team members including Time Management, Objective setting, Performance Development, Training plans and personal development.Ensuring the Desktop Environment and its associated technologies remain current, supported, highly available, operate efficiently, perform within agreed targets and deliver a secure desktop platform on which SLC can perform its business.Ensuring adequate resourcing to manage all project activities and BAU activities including desktop moves. This includes 3rd party management where required.Provision of accurate monitoring and altering of all Desktop associated devices to aid pro-active incident, Patch and Security managementClose liaison with Problem Management for instances where the underlying cause of an incident is not clear or requires further investigation. Recruit, manage and develop the team, setting stretching objectives and appropriate professional performance standardsEstablish and imbed quality assurance standards into operational environment – and ensure that appropriate metrics and trend reports are in place To provide MI reports on a regular and Ad-Hoc basis as required. To provide support and work with the Services Manager in following areas:Budget Forecasting, setting and Contract ManagementThird Party Support and Partner Relationship ManagementStrategic PlanningCreation of Business CasesProject delivery planning and administrationDesktop SecurityKnowledge, Skills and Experience:

This role will require a sound understanding of the Microsoft product set, ITIL framework, and appreciation for industry trends. You will be expected to apply these in support of the client’s operational strategy and Desktop environments. Strong people skills are essential, with proven experience in successfully managing service team across multiple sites. In addition, a mix of the following is required: -

·Degree level education with a solid all-round knowledge of IT and its use within a business environment or appropriate skills level and management experience.

·ITIL 3 minimum qualification.

·Must be capable of working under pressure in a supportive environment, this will include dealing with escalations from the business, providing feedback and dealing with multiple teams and problems simultaneously in an effective and efficient manner.

·The position holder must be capable of working on their own initiative within the procedures and guidelines.

·The ability to communicate with all levels of staff, management and up to senior management level.

·Solid Incident and Problem-solving skills.

·Resilient, confident and tenacious with excellent interpersonal skills.

·Track record of experience in all facets of Management including recruitment, development/ mentoring and performance related management

·Prepared to work extended hours and travel to other sites/regions as required

Our client offers a superb salary, massive pension, flexible working and a really enjoyable place to work. This role will be career creating and will offer the right candidate the right opportunity to be at the beginning of a new phase and really make their own mark.
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