Desktop Support Regional Lead

Merchant North; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

An IT services provider in London is seeking a highly skilled Desktop Support Lead to manage their end user computing services team. The successful candidate will oversee IT support for client sites, ensuring high-quality service delivery and customer satisfaction. This role requires strong leadership, IT technical knowledge, and the ability to manage competing priorities effectively. The position offers flexibility around the onsite schedule based on client needs.

Qualifications

• Experience managing a small team.
• ITIL certification would be a big plus.
• Flexibility around working schedule; occasional after-hours work may be required.

Responsibilities

• Lead local and remote IT Support Engineers.
• Oversee delivery of IT Support Services for client sites.
• Monitor key performance indicators and service metrics.

Skills

Leadership

Customer Service Excellence

ITIL

Process Definition

Networking

Security Practices

Automation

Excellent English

Education

IT Related Education/certification

Tools

Windows

MacOS

Job description

We are seeking a highly skilled and experienced Desktop Support Lead to lead and oversee our end user computing services team. The successful candidate will be responsible for managing a team of IT professionals, both locally and at client sites, ensuring the delivery of high-quality IT Support, and driving continuous improvement in the services we offer. This role requires a holistic thinker with excellent leadership skills, a deep understanding of end user technologies, and the ability to manage a diverse team effectively.

Responsibilities and Duties

• Leadership and Management: Lead and oversee a combination of local and remote IT Support Engineers, providing direction, coaching, and development opportunities.
• Support the Head of End User Services, and your peers, in developing and implementing plans to enhance IT Support Services, ensuring alignment with organizational goals.
• Foster a culture of innovation, collaboration, and customer service excellence within the team.
• Oversee the delivery of IT Support Services for client sites, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
• Monitor and report on key performance indicators (KPIs) and service metrics, and align with HR teams on succession planning and performance issues as needed.
• Ensure the timely resolution of end user issues, while ensuring that senior management are kept updated on pertinent issues, when required.
• Act as a point of escalation for the team, addressing complex or high-priority issues promptly and effectively.
• Lead and participate in end user computing projects (as appropriate to client sites), ensuring they are delivered on time, within scope, and within budget.
• Coordinate with other IT teams and business units to ensure successful project outcomes and seamless integration with existing systems.
• Collaborate with the Director of Asset and Vendor Management to support relationship management of vendors and service providers, ensuring the delivery of high-quality products and services.
• Collaborate with the Head of Service Delivery to understand stakeholder needs and provide effective end user computing solutions.
• Manage the deployment, maintenance, and support of end user computing devices, including desktops, laptops, mobile devices, and peripherals.
• Oversee the administration and support of end user software and applications, ensuring compliance with licensing agreements.
• Evaluate and recommend new technologies and tools to enhance end user productivity and experience.
• Ensure documentation is maintained for supported systems, hardware, software, and configurations.
• Oversee inventory management of end user computing assets, ensuring accurate tracking, procurement, and lifecycle management.
• Ensure end user computing environments adhere to organizational security policies and standards.
• Implement and maintain endpoint protection measures, including antivirus, encryption, and patch management.

Qualifications and Skills

• IT Related Education/certification
• Experience managing a small team
• ITIL certification would be a big plus
• Demonstrated ability in defining processes and systems design
• Working knowledge of: Operating Systems mainly Windows and MacOS
• Networking
• Security practices and security controls in a corporate environment
• Automation
• Telecommunications
• Hardware and Software
• Excellent verbal and written English
• A “can do” attitude and comfortable managing competing priorities to achieve a high level of customer satisfaction
• Flexibility around working schedule; occasional after-hours work may be required
• This is an office-based role with some flexibility on the number of days required onsite dependent on client requirements
• Travel may be required to support client requirements