Desktop Support Manager

News Corp; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in media technology seeks a TNB Manager to lead IT support operations and ensure alignment with strategic service goals. This role will require strong technical leadership, relationship-building skills, and a proven track record in managing service levels across organizations. The position is located in London and offers an opportunity to drive significant improvements within their tech support functions.

Qualifications

• 8+ years as a technical leader in a large organization.
• Experience in a media-focused environment is preferred.
• Ability to work under tight deadlines.

Responsibilities

• Lead and motivate Support Technicians to meet service quality.
• Manage urgent support issues and act as escalation point.
• Analyze support calls for quality assurance.

Skills

Strategic thinking

Project management

Problem-solving

Communication

Customer-oriented

Quantitative analysis

Education

4-year Bachelor's degree in a business or technical major

Tools

Excel

Job description

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The TNB Manager will play a critical role in organizing and integrating the NewsTech shared technology services model across several News Corp business units, including NewsUK, Dow Jones, HarperCollins, OPIS, Sun, and Storyful.

The individual in this position will be responsible for developing and managing a best-in-class IT Support function, ensuring that a premium level of technical support and customer service is provided across the organization. This person will also measure and report against predefined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and support NewsTech’s mission. The position will be based out of The News Building (TNB) office in London.

Responsibilities

1. Lead and motivate Support Technicians at TNB to ensure that service quality and output meet business requirements and align with SLAs.
2. Manage and coordinate urgent and complex support issues.
3. Lead efforts in service optimization, integration, and improvement across business units.
4. Act as the escalation point for all critical requests and incidents.
5. Train, coach, and mentor local Support Technicians, including their career development.
6. Provide data and reports on KPIs and trends to the IT department and other stakeholders as needed (ad-hoc, weekly, monthly).
7. Drive process improvements by identifying key problems and developing strategies for enhancement.
8. Analyze support calls regularly to ensure quality of service.
9. Oversee the executive support function and strategy.
10. Develop and maintain procedural documentation for use by the Service Desk and Support Teams.
11. Manage TNB's operational expenditure (Opex) and capital expenditure (Capex) in coordination with the Regional Manager.
12. Oversee process improvements, audit preparations, and documentation practices.
13. Build and maintain strong relationships with key stakeholders.
14. Manage vendor relationships where appropriate.
15. Oversee hardware supply chain and asset management.

Qualifications

1. Bachelor's degree in a business or technical field, or equivalent experience.
2. 8+ years of experience as a technical leader in a large, matrixed organization; media experience is a plus but not required.
3. Strong strategic, analytical, project management, and problem-solving skills, with sound judgment and timely issue resolution.
4. Excellent communication skills, capable of building rapport, promoting ideas persuasively, and engaging with key stakeholders.
5. Customer-oriented and driven.
6. Proficiency in quantitative analysis, including Excel.
7. Self-motivated with the ability to operate in unstructured environments.
8. Ability to meet tight deadlines and work within constraints.