Job description
We are looking for a multi-skilled Senior Manager that can effectively oversea the local desktop operations function and manage relationship with our client, a leading bank with circa 100,000 users Worldwide
Primary responsibilities are :
- Manage the end to end EUC Services on-site and Off-Shore
- Overseeing 3 Senior Regional Managers which manage 10 Operations Managers
- Customer Relationship Management
- Ensure consistency of services across regions
- Ensure service is provided in line with client contract (SLA/KPI/Client Satisfaction and Reporting)
- Drive service improvement through best practices, delivery models, automation and productivity)
- Regular reviews with Customer and Vendors
- Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
- Provide leadership to the including coaching as required
- Oversee Desktop Projects (i.e windows 10 deployment)
Skills, Experience and Qualification Required
Business Skills:
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization, including Key Business Stakeholders and CEOs.
- Understanding of Financials, including cost control, project revenue/costs
- Detailed understand of Local desktop operations (queue management, escalations, aged tickets, shift coverage, incident/request validation)
Personal Skills
- Strong customer service skills
- Must be detail oriented and self-motivating
· Strong Written and Verbal Communication Skills at senior level,
· Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills
- Flexibility with respect to time – client deliverables need to be met with a Can do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Must be detail oriented and self-motivating
- Ability to motivate people and teams,
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
- Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows XP/Windows 7
- Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired.
Minimum Qualification and Experience
- 10 years End user computing experience , with at least 5 years in a senior management role leading other managers
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Exposure to Finance i.e Budget Control, Project Pricing Proposals.
- ITIL professional will be preferred
- Ideal candidate would have project management experience (desktop deployment, migration projects)
- Ideal candidate would be expected to have a 5 years experience of IT Infrastructure, Contract and Vendor Management in a corporate environment
- Ideal candidate will have previous vendor management experience
Additional Information
Need to have detailed knowledge of on-site operations activities that the staff are providing
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
- Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
- Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
- Taking ownership of issues through to resolution on all appropriate requests.
- Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
- Move equipment associated with escalated help desk incidents and service requests
- Performing asset inventory activities as needed.
- Trains and orients staff on use of hardware and software.
- Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
- Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management
- Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
- Hardware Asset Management, including Stock levels, Asset Database usage, reclaim of non-used assets.
Extra information
- Status
- Closed
- Education Level
- Other
- Location
- London
- Working hours per week
- 4 - 40
- Type of Contract
- Full Time Jobs
- Profession type
- Training
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
London | Training Jobs | Full Time Jobs | Other
