IT Manager - Desktop Services

at  Mott MacDonald

IT Manager - Desktop Services
Country: United Kingdom
Position Location: Newcastle, UK
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 2632
Recruiter Contact: Erinda Hazizi

EQUALITY, DIVERSITY, AND INCLUSION

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Working closely with IT Operations Manager the Desktop Services Manager will oversee the day-to-day operation of the 2nd line IT Support Service. The Desktop Services Manager will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high levels of customer service while adhering to Mott Working closely with IT Operations Manager the Desktop Services Manager will oversee the day-to-day operation of the 2nd line IT Support Service. The Desktop Services Manager will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high levels of customer service while adhering to Mott MacDonald’s policies and procedures.

Key duties and responsibilities include:

• Incident Resolution Leadership: Oversee the resolution of complex technical incidents escalated from the first-line support team. Ensure timely and effective troubleshooting, root cause analysis, and incident closure.
• Team Management: Lead and motivate the second-line support team. Foster a collaborative environment, provide coaching, and manage performance. Encourage knowledge sharing and skill development.
• Remote Troubleshooting: Leverage remote access tools to diagnose and resolve technical issues for end-users. Address software glitches, connectivity problems, and hardware failures without physical presence.
• Service Level Adherence: Monitor and maintain service level agreements (SLAs). Ensure response times, resolution targets, and customer satisfaction align with agreed-upon standards.
• Knowledge Management: Collaborate with the team to enhance the knowledge base. Document common solutions, workarounds, and best practices. Empower both support staff and end-users.
• Technical Escalations: Handle escalated incidents requiring specialized expertise. Collaborate with third-line teams, vendors, or subject matter experts to resolve intricate issues promptly.
• Continuous Improvement: Continuously assess and optimize support processes. Identify bottlenecks, streamline workflows, and implement automation where possible. Enhance efficiency and reduce resolution times.
• Customer Communication: Communicate effectively with end-users. Provide status updates, manage expectations, and ensure transparent communication during incident resolution.
• Reporting The Desktop Services Manager is responsible for producing reports on Desktop Services team KPI’s to report to IT Leadership.
• Quality Assurance: Regularly assesses Desktop Services interactions to ensure consistent quality. The manager reviews calls, chats, and emails, identifying areas for improvement.