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Desktop Support Manager

  • Location

    London, England

  • Sector:

    IT & Telecoms

  • Job type:


  • Salary:

    £40000.00 - £50000.00 per annum + Bonus + Bens

  • Contact:

    Marko Sofocleous

  • Contact email:

    [email protected]

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    12 months ago

  • Expiry date:


  • Startdate:


The ECS Resource Group are currently recruiting for a Desktop Support Manager to work for a leading online gaming/gambling organisation based in London. The Desktop Support Manager will be responsible for managing a team of Desktop support engineers and Service Desk Analysts and will manage the performance of the team. You will also ensure SLA's are adhered to and set new ways of improvement for the team.

Salary and Benefits
The Desktop Support Manager will earn a competitive salary: £40,000 - £50,000 and be eligible for the company bonus scheme. Along with further excellent benefits.

The Role
The Desktop Support Manager will oversee all requests, incidents and problems. You will act as the point of escalation and co-ordinate response to critical issues raised.

*Develop and implement career plans for Service Desk and Desktop Support Team
*Provide comprehensive ad-hoc and monthly reports on SLAs and KPIs for the entire IT Operations department.
*Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to reduce overall ticket volumes.
*Manage the out of hours support processes. Ensuring critical outages are communicated to the business and its partners and are resolved within an acceptable time frame.

Previous Experience
*Strong experience managing a large and varied team of Service Desk and Desktop Support staff.
*ITIL service management experience and ITIL certification to a minimum of foundation level.
*Extensive experience in Reporting, Trend Analysis, Problem and Change Management.
*Proficient experience in delivery of Projects within a large corporate environment.
*Strong technical knowledge with: Windows 7, Windows 10, SCCM, Office 2013/2016, Active Directory, Group Policy, Desktop and Laptop Hardware.
*Considerable experience in implementing and maintaining ITSM ticketing systems.

Full job description available upon application