Brief Description
Are you ready to step into a pivotal management role, coordinating a team to deliver top-notch desktop support services As the Desktop Operations Manager, you'll work closely with the Global Desktop Manager, ensuring smooth, efficient campus operations that meet customer needs.
You'll oversee the allocation and scheduling of talented Desktop Engineers across multiple locations, collaborating with Field Service and Service Delivery Managers to ensure all contracts are supported seamlessly. With your guidance, training, and support, Desktop Operations Leads, and engineering teams will be empowered to perform at their best.
What will you do
- Provide guidance, training, and support to Desktop Operations Leads.
- Assist the Global Desktop Manager in the development and enforcement of campus support policies and procedures.
- Assist in managing and resolving escalated campus support issues.
- Co-ordinate the provision of onsite Desktop Engineer teams across a designated area.
- Undertake the scheduling management of the onsite/campus remote teams utilizing systems, including Excel and/or the workforce management tool.
- Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences.
- Working with Local Service Providers (partners) along with key stakeholders to ensure backfill Engineer requirements as per contract agreements.
- Ensure that contract-specific tasks, including projects and those tasks out of scope can be either fully staffed, partially staffed or not fulfilled internally by the ESP/LSP Desktop Engineers.
Requirements
- Excellent verbal and written communication skills (English)
- Demonstrable Team Management experience in a dynamic environment with a global view.
- Desire to increase knowledge on the commercial aspects of Service Management
- Ability to manage time sensitive matters and resolve issues through to completion.
- High level of proficiency using IT systems preferably workforce management systems
- Good understanding of ITIL processes and procedures.
- Able to build close and productive working relationships, including the ability to influence others.
- Process driven with the ability to be innovative.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Analytical and methodical in the approach to problem-solving.
