Desktop Support Engineer level V / Team Lead

17 May 2017
16 Jun 2017
Contract Type
Full Time
Manpower are currently recruiting for a Team Lead / Senior Desktop Support Engineer to join their Client - an on-site delivery specialist for multi-vendor products and services.

The successful applicant should be technically competent, but it's equally important to possess exceptional written and verbal communication skills and be willing to work and collaborate within a wider team, comprising of personnel from the customer's organisation and fellow colleagues and management. It is expected that the successful applicant will split their time as required between the Basingstoke and Windlesham offices. Your time will split between people and site management, business objectives and assisting with technical call work.

A talent for people management is essential in this new role as you will be required to coach, mentor and motivate a restructured end user workspace team supporting the customer across two neighbouring locations in the south of England.
Our client's customer is a global pharmaceutical giant and the successful candidate will be working closely with the customer and the management team to implement a more flexible and efficient structure which is capable of blending BAU support with short term projects and ad-hoc requests.

You will oversee an experienced team of engineers dealing with a varied user base, ranging from research scientists and high ranking management, to head office support staff and remotely-based sales reps, and will need to be adaptable, organised and flexible in your approach in order to conform to tight deadlines and consistently meet service level agreements.

As well as addressing typical day-to-day activities concerning a wide variety of desktop software and hardware issues and requests, the successful candidate will be actively involved in suggesting and implementing strategic improvements to help the client cultivate their long term partnership with the customer, so the ability to demonstrate a 'smart working' outlook and ideas will be an advantage.

Responsibilities will include:

*Manage day to day operations for the sites under your remit. Ensure relevant call queues are monitored and responded to within OLA's and SLA's. Assign ad hoc tasks and requests on a daily basis. Ensure weekly/monthly tasks i.e. audits are carried out
*Development of individuals by following PIPD process of goal setting, reviews and assessment
*Engage with and support meetings: one to ones, team meetings, scoping and project meetings
*Document processes, update the Site Management Guide and maintain SharePoint. Highlight changes to processes or errors to the process owners
*Support client Dashboard improvement plans and support our Continuous Service Improvement program. Maintain project focus and bring ideas and innovation to our service
*Produce weekly team summary highlighting successes and risks and any plaudits which have been received
*Hierarchical point of contact for escalations. Assignment of Technical escalation to relevant resolver where required
*Drive improvements and promote cultural change
*Be politically savvy and understand the stresses and priorities of our customer and our own support teams
It will be essential to own:
*Exceptional customer service skills with written, verbal and presentation experience, including the ability to simplify technical detail.
*Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
*Previous experience of managing a team and able to demonstrate how to get the best out of them.
*Ability to foster creativity, individual contribution and team collaboration
*Confident, collaborative working style and able to interface with people of all levels.
*High attention to detail with a good understanding of working with third-party Field Service organisations.
*ITIL Service Management Foundation.
*Experience of IT incident management and a strong knowledge of EUWS support models and best practices.
The candidate must be willing to undergo the customers Agenda security clearance process prior to being accepted for the role.

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience.