Desktop Support Manager - Windows - Desktop Support - ITIL - McAfee - Support - Management

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Desktop Support Manager required for a permanent role based in London for one of the UK's largest and longest-established providers of high-quality financial planning advice and discretionary investment services. The successful candidate must be able to Lead and motivate the Desktop Support team to ensure the overall output and quality of service meets business requirements and must have significant experience in a customer services role; providing both IT helpdesk and applications support services.

About the Role

The main purpose of the role, based in London is to support the IT Desktop infrastructure comprising desktops, laptops, tablets, network connectivity, software and associated components within the client

Reporting to the Head of IT Services, you will be responsible for:

Strategy & Planning

** Support of Desktop infrastructure to provide support to the business with a continuous service

** Monitor performance of Desktop Support team to ensure levels are within business requirements

** Regular analysis of support calls to prevent future problems

** Maximise the use of remote deployment solutions

Policy, Process & Procedures

** Responsibility for Desktop Support team support of desktop PC’s, laptops, tablets, printers and scanners

** Documentation of Desktop Support engineer procedures

** Provide a point of escalation of complex/technical service problems

Customer Focus

** Resolve customer issues in a timely manner and within published SLAs

** Deliver a consistent service to support the business and minimise service interruption

** Identify opportunities for service improvement and make recommendations

** Maintain a good working relationship with all customers to improve service

People Management

** Lead and motivate the Desktop Support team to ensure the overall output and quality of service meets business requirements

** Develop a knowledge share framework to avoid single points of failure

** Develop individuals to ensure the balance of skills and experience within the Desktop Support team meets business requirements

** Support the personal and professional development of all Desktop Support team members

** Must have significant experience in a customer services role; providing both IT helpdesk and applications support services.

** Specific experience should include ITIL based incident and service request processes.

** Desktop, Laptop and tablet PCs

** Windows 7 & 8.1, 10

** Microsoft SCCM

** WDS (Windows Deployment Services)

** WSUS

** Microsoft SharePoint Support & Administration

** McAfee & BitLocker encryption or similar

** McAfee Antivirus

** MS Office 2007, 2010 & 2013

** MS Project & Visio

** Active Directory (User/Computer Account management)

** Airwatch - User/Device Management

** Citrix - user/application management

** Windows RDP (Terminal Server)

** Working knowledge of DNS, DHCP, TCPIP

** Video Conferencing systems

** Certified to ITIL v3 Foundation Level

Some experience of the following would be useful:

** Windows Server 2008 & 2012

** Telecomms call management software administration

Salary and benefits

Salaray $55 - £62k per annum

** Discretionary Annual Bonus

** Pension - Group Stakeholder Pension Plan provided by Friends Life; 5.3% employee and 10% employer contribution

** Life assurance - 4 times annual salary

** Private Medical Insurance

** Annual Leave - minimum of 25 days as standard with the opportunity to buy up to 5 days’ additional annual leave every March

** Plus further benefits including competitive family friendly offering , information available upon request

Please note your CV will not be submitted for this or any other role without your prior approval.

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