Description
Church International LTD are proud to be partnered with an International Financial Services Institution, the information technology department has identified a requirement for a Desk Side Support Manager to manage the DSS & Hardware Partners.
Responsibilities
- Govern & improve the day-to-day delivery of the DSS Partner including Incidents, Requests, Procedures, Device Build, Storerooms, and other in-scope items
- Manage the company's internal DSS team effectively, ensuring activity from Projects are funded and expectations managed.
- Establish standards and processes to work with the ITSM Process teams, Service Desk and EUC 3rd line for gold builds
- Implement a user-first mindset across the teams, ensuring we improve customer satisfaction
- Manage life cycle deployments of Laptops, Mobiles, and accessories
- Implement a minimum standard for DSS set up, and represent DSS to ensure that all purchases and project changes are operable
- Complete a review of the effectiveness and efficiency of the Desk Side Support services
Deliverables
- DSS processes documented
- DSS service managed on a daily, weekly & monthly basis
Desired Experience
- Strong and deep understanding of Service Now
- Strong understanding of DSS and VIP support
- Strong and deep understanding of Desk Side Support processes and technologies
- Strong experience of managing a team of outsourced Desk Side Team
- Evidence of working in a Run and Change role, in parallel
- Evidence of resource management, and small project management
- Ability to collate and summarise information and present it to senior leadership in a way that facilitates decision-making.
- Experience in working with system integrators and managed services.
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Applicants must be eligible to live and work in the specified location.