Manager, Desktop Support

The Desktop Support Manager is responsible for overseeing Level 1 and Level 2 technical support across our London, Amsterdam and Belfast offices. This role ensures that client business requirements are met through high-quality service delivery, proactive process improvement, and the effective management of technical staff. You will bridge the gap between technical execution and business needs, ensuring a seamless experience for all end-users.

Primary Responsibilities

• Service Excellence: Coordinate support efforts and manage escalations with cross-functional teams to ensure strict adherence to SLAs.
• Operational Documentation: Standardize and maintain operating procedures (SOPs) for desktop support and troubleshooting.
• Performance Monitoring: Oversee the lifecycle of requests and incidents, ensuring timely resolution and high user satisfaction.
• Team Leadership: Manage staffing levels, provide continuous training, and mentor technical service staff to maintain a high-performing team.
• Process Optimization: Continuously audit and adjust support implementations to improve efficiency and reliability.

Principal Accountabilities

• Team Management: Independently lead a distributed team across two locations, accountable for comprehensive technical support.
• R&D & Innovation: Participate in the research and development of new desktop hardware and emerging technology trends.
• Technical Writing: Develop and curate clear technical, procedural, and process documentation for both internal and user-facing needs.
• System Hardening: Proactively identify opportunities to automate manual tasks and harden systems through regular audits and best-practice implementation.
• Quality Assurance: Review team work products, document unique solutions, and provide high-level technical guidance to resolve complex issues.

Skills & Software Requirements

• OS Expertise: Subject Matter Expert (SME) in Windows OS with a strong understanding of macOS and iOS.
• Leadership: A natural ability to coach others and communicate clearly with non-technical staff.
• Communication: Exceptional ability to provide clarification and support to both technical teams and non-technical stakeholders.

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