Desktop Support Manager

DP Connect Limited
£35k - £40k pa + Flexi-time, pension + healthcare
09 Nov 2017
16 Nov 2017
Contract Type
Full Time
Desktop Support Manager

Desktop Support Manager required to lead and support diverse technical teams across three locations within a busy and complex business based in Glasgow City Centre. This role exists to ensure an efficient and professional end user experience providing first class problem and incident resolution of both hardware and software to agreed standards.

This role is also responsible for leading end user focused projects, new technology implementations, security compliance and desktop patch management.

Role Purpose:

The Desktop Support Manager is responsible for the design, development, implementation and management of desktop support solutions and processes in support of company IT services. The role will require advanced understanding of the Microsoft product set, ITIL framework and appreciation for industry trends.

Key responsibilities will include:

Managing a team of Desktop Support Analysts supporting the Desktop environment for all 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 that the Desktop Environment and its associated technologies remain current, supported, highly available, operate efficiently, perform within agreed targets and deliver a secure desktop platform
Ensuring adequate resourcing to manage all project activities and BAU activities including desktop moves
Establish and imbed quality assurance standards into operational environment - and ensure that appropriate metrics and trend reports are in place
Close liaison with Problem Management for instances where the underlying cause of an incident is not clear or requires further investigation
Recruiting, managing and development of the team, setting stretching objectives and appropriate professional performance standards
Provision of accurate monitoring and altering of all Desktop associated devices to aid proactive incident, Patch and Security management

Desirable Skills, Knowledge and Experience:

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 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
Sound knowledge of a range of management techniques

In return, our client can offer:

The opportunity to work for a recognised UK business who have a vision to be recognised as a digital, customer-focused, centre of excellence
Excellent employee benefits package including flexible working and pension
Leading annual leave allowance plus the ability to buy and sell annual leave days
A collaborative and vibrant working environment and highly skilled colleagues
Healthy work-life balance

For immediate consideration, please send your CV to the details below.

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