Desktop Support à Grande-Bretagne

Job Description

This role can be based in Amsterdam NL, or Cambridge UK

At GÉANT, we are committed to delivering high-quality IT services that empower our teams and community. As the Digital Services (DS) Operations Manager, you will play a pivotal role in ensuring the efficient operation, support, and continuous improvement of IT, audio-visual (AV), and communication services.

This role is central to managing and enhancing GÉANT’s collaboration tools, workplace technology, and infrastructure services; enabling teams to work efficiently across local and remote environments. You will lead service management initiatives, oversee IT infrastructure, and deliver strategic projects that improve efficiency, security, and user experience.

As a key member of the Digital Services Management Team, you will contribute to a unified strategy across all areas of Digital Services.

What You’ll Be Responsible For

You will be responsible for monitoring service delivery through structured systems and processes to ensure consistent performance and service excellence. You'll also manage the Configuration Management Database (CMDB) and Software Asset Management to ensure compliance and effective tracking of assets. Maintaining strong relationships with key internal stakeholders and external vendors will be essential to support successful service delivery and continuous improvement.

Additionally, you will take ownership of the IT Service Catalogue, fostering transparency and user engagement, while promoting a culture of performance and professional development within the IT teams. You'll ensure adherence to relevant IT policies and manage software and service licensing to maintain compliance and optimise cost-efficiency.

• Lead the design, implementation, and delivery of IT, AV, and communication services aligned with organisational goals and user needs.
• Oversee and manage high-performing support functions, including the IT Service Desk, Desktop Support, and VIP Support, ensuring responsive service across all digital platforms.
• Manage and administer the ITSM platform (Ivanti Neurons), including configuration, supplier relationships, and day-to-day operational tasks.
• Lead the management and optimization of internal and external web platforms, including SharePoint and WordPress.
• Own and improve the Incident, Request, Change, and Escalation management processes, coordinating major incident resolutions and post-incident reviews.
• Drive the development and maintenance of IT strategies, policies, and service standards to ensure security, efficiency, and service excellence.
• Oversee the implementation of scalable IT infrastructure solutions, with a focus on security, remote access, data protection, and disaster recovery.
• Lead the planning and execution of IT projects to ensure alignment with business goals and continuous service improvement.

About You

We are seeking a candidate with proven experience in leading the design, implementation, and delivery of IT, AV, and communication services. This role requires expertise in managing IT support functions, including overseeing the IT Service Desk, Desktop Support, and VIP Support teams. The ideal candidate will have hands-on experience with IT Service Management (ITSM) platforms, ensuring the effective management of incidents, changes, and requests, and driving continuous improvements in IT services.

Essential Criteria:

• Hands-on experience with ITSM platforms (e.g., Ivanti Neurons), managing incidents, requests, changes, and service delivery.
• Proven experience in managing incident, change, and escalation processes, ensuring swift resolution and continuous service improvement.
• Experience in developing IT strategies, policies, and service standards that ensure operational efficiency, security, and alignment with business goals.
• Experience in implementing secure, scalable IT infrastructure solutions, with a focus on data security, disaster recovery, and business continuity.
• Demonstrated ability to lead IT projects, ensuring alignment with business objectives and delivering service improvements.

Desirable Criteria:

• Experience managing web platforms (e.g., SharePoint, WordPress), ensuring optimisation and security.
• Knowledge of asset management, including managing Configuration Management Databases (CMDB) and software tracking.
• Familiarity with service monitoring frameworks and the ability to maintain an IT service catalogue to support user engagement.

Once you will apply, GEANT Association will act as the controller of your data - our full candidate Privacy Notice can be found here:

https://geant.org/wp-content/uploads/2022/11/GEANT_Candidate_Privacy_Notice_V1.2.pdf