Summary: The role of IT Service Desk Manager involves overseeing a global technical support team within a financial services organization, specifically in asset management. The position requires a hands-on approach to managing support operations while ensuring that team members meet performance metrics. The contract is for six months and offers a competitive daily rate. Candidates must possess extensive experience in user support and service management aligned with ITIL practices.

Key Responsibilities:

• Ensure staff on your regional teams are exceeding expectations and meeting defined metrics and objectives.
• Ensure that the regional team is delivering BAU and project commitments.
• Train, coach, develop, and mentor staff.
• Overall responsibility for 1st, 2nd, and 3rd line support operations while remaining "hands on."

Key Skills:

• At least 10 years "hands on" experience troubleshooting both user hardware and software issues.
• At least 5 years of demonstrable experience supervising and managing a global technical support team.
• Experience working in a customer-facing role.
• Extensive experience of supporting and managing a large, diverse global user base.
• 3rd Party service provider management experience.
• Demonstrable experience of providing end user support in a financial services environment.
• Experience providing resource for and working within a structured change management environment for project delivery.
• Experience defining and establishing service management workflows and processes aligned with the ITIL framework.
• Windows 10, Office 2010, Office 365, Teams, SharePoint/One Drive knowledge.
• Understanding of security platforms like anti-virus, Firewalls, etc.
• Good technical knowledge of Intune, AD, Azure Cloud Services, Compute, Storage, Networking, and Security frameworks.
• Hardware/Services including Desktops/laptops, video conferencing, Telephony & VPN & Wifi.

Salary (Rate): £750

City: London

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT