Service Desk Manager / Desktop Support Manager

Service Desk Manager / Desktop Support Manager

£60k Package, London

Bench IT are looking to onboard a Service Desk Manager/ Desktop Support Manager to manage a support team of 6 engineers for a dedicated managed support service working on site for 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 Support Manager 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.

Service Desk Manager / Desktop Support Manager

£60k Package, London