Desktop Support Manager / Desktop Support Team Leader

Desktop Support Manager / Desktop Support Team Leader

£45-50k + Benefits, London

Bench IT are looking to onboard a Desktop Support Manager / Desktop Support Team Leader to manage a support team of 6 engineers for a dedicated managed support service working on site for our customer who are a Global Asset Manager.

The successful candidate should have the skills and experience included below;

• Day to Day team management and resource scheduling of 1st and 2nd support teams.
• Maintain high satisfaction levels and meet or surpass agreed service level agreements.
• Management and Performance Reporting, monitor and report on agreed SLA’s. Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.
• EUC technical skill set: Windows 10/11, Active Directory, O365, Intune
• With a minimum of 3 years of Technical Support Lead experience, the lead will manage their local regional team and service level with regional handoffs as required.
• The EMEA Desktop Support Manager / Team Leader will expected to interlock with the APAC Team Leader. High priority incidents are to be worked on collaboratively using a follow the sun model.
• Interaction with peers in APAC as part of continuity of Global Service.
• The EMEA TSL will be expected to regularly feed into the Continuous Service Improvement Plan (CSIP) for the service provider; providing trend analysis and recommendations.
• Ensure our support teams consistently exceed customer expectations.

Desktop Support Manager / Desktop Support Team Leader

£45-50k + Benefits, London