Xpertise Recruitment are urgently looking for a Desktop Support Manager to join a big insurance firm based in London. The role entails being accountable for Deskside, Device, and Workplace Infrastructure activities within Group Technology, and associated technical teams. The role covers operational and customer service, ensuring effective, efficient, timely and appropriate management of high performing technical teams.

Location: 5 minute walk from Bank tube station (5 days a week onsite)

IR35 Status: Inside

Rate: £400-£450

Contract Length: Initially 3months but extension throughout 2024 (also will need to cover and work over the Christmas furlough period)

Desktop Support Manager - Accountabilities:

• Responsible for operational activities of Deskside, Device, and Workplace Infrastructure
• Service owner for DVaaS, ensuring processes meet business requirements and continuous improvement of the service
• Relationship and day-to-day vendor management of Insight
• Visible and effective management and leadership of Deskside and Workplace Infrastructure teams, prioritising and allocating work, ensuring appropriate operational cover
• Accountable for Joiners, Movers, Leavers (JML)
• Actively monitors deskside service delivery across the Corporation
• Delivers excellent customer service, with timely resolution of incidents and requests relating to DVaaS, deskside support and workplace infrastructure
• Prioritise work and escalate issues that are high profile, or have a high service/customer impact, to ensure a rapid response and resolution
• Inform and communicate with customers of all levels regarding their respective issues or requests
• Providing direct or indirect technical advice and guidance to support business areas as required
• Manage incident and service requests, ensuring clear communication and escalation in alignment with defined SLAs

Desktop Support Manager - Skills:

• Skilled in the analysis of problems and development of appropriate solutions
• Flexibility - taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly
• Proficient in customer service techniques, ensuring full account is taken of customers' real and stated needs in the delivery of products and services
• Skilled in the analysis of problems and development of appropriate solutions
• Proven ability to manage and influence diverse technical teams across multiple technology platforms in a customer support environment
• Effective engagement across technical and customer communities and communication with key stakeholders, including senior leaders, to Director level
• Skilled in the development of appropriate solutions to deliver the services and an exceptional customer experience
• Strategic thinking and development of planned roadmaps for customer journeys and the user experience
• Knowledge and understanding of the technical environments and infrastructure in place in global offices and the impact of any new technology or system changes
• Experience of working in a people manager role, providing support to both internally developed and third party provided solutions
• Experience working within a Service Delivery environment

If this is a position you'd like to discuss in more detail, please get in contact ASAP.