• Lead a team of Level 2 Desktop Support and outsourced Help Desk technicians supporting a 4,000+ user environment across 200+ sites 
• Manage the outsourced Help Desk towards a tenacious first call resolution culture and a focus on quality and service delivery.
• Establish a strong, geographically-dispersed Level 2 Support team, capable of supporting the typical enterprise infrastructure, hardware, and software, as well as industry-specific applications, desktop imaging management, audio-visual support as well as executive support for ownership and identified executives,
• Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement.
• Act as an Incident Manager as part of “major incident” process.
• Own the Problem Management, Incident Management, and Change Management activities as well as conduct Change and RCA meetings based on problem management activities.
• Drive the software distribution process and automation activities within endpoint management system, integrating it into ITSM tool.
• Perform administrative duties for handling work schedules and overtime.
• Act as primary escalation point for ownership and executives, as well as after-hours business critical issues.
• Lead and promote ITSM and ITIL principals.
• Oversee follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe.
• Interact with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems.
• Assist with planning, coordinating and executing of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
• Develop and continually update training materials and knowledge documents for new and existing support staff and end users.

Skills: IT Service Leadership, Metrics & Improvement, Incident Management, Change Management, Software Automation, Executive Support, Team Development, Project Coordination

• Manage a team of 10 desktop support technicians distributed between both the European and North American offices.
• Track the completion and quality control of operational and project work assigned to the Desktop team.
• Generate reports for management demonstrating team efficiencies and metrics.
• Establish common operational practices across the global team in coordination with the support of Windows engineering groups 
• Respond to user escalations in a timely manner providing excellent customer service 
• Balance a mixed workload of support tasks and project responsibilities, including OS & software deployments.
• Occasional travel to regional offices.
• Occasional overtime as necessary to meet project requirements or team shift coverage.
• Use Jira Service Desktop and Software Projects to allocate and share work between regions.
• Support Microsoft operating systems and productivity tools like Word, Excel, Project, and Power Point.
• Make use of Microsoft management tools such as software packaging and distribution.

Skills: Team Management, Quality Control, Performance Reporting, Operational Standardization, Customer Service, Project Management, Technical Proficiency, Software Deployment

• Oversee the Desktop Support function for team located at Hemel Support and across 3 Butlins Sites (Bognor, Skegness and Minehead) and ensure they performs to high standard against OLA/SLA’s
• Plan and prioritise the work that comes into the Desktop Support ticket queue
• Incident, trend, problem, escalation and major incident management, including reporting
• Build strong relationships with third party suppliers, ensuring we are getting the best from them
• Asset management ensuring we have stock of product offerings, manage hardware refresh cycle
• Keep Bourne safe and secure by keeping company security at the forefront
• Attend frequent CAB meetings representing Desktop Support selling change to the business HOD’s
• Ensure Desktop related projects are delivered to a high standard and on time
• Manage and support new deployments and installations
• Produce and update technical and training documentation
• Leading an elite team of Desktop Support individuals in a Windows 10 environment that recently moved to Office 365.
• Take charge in the hiring process, writing reviews, and working with the SVP on budgeting.
• Working with the PM of the who infrastructure group in setting goals, timeline, and giving updates.
• Research, implement and maintain new technology that provides value to firm.
• Mentor junior members of the team.

Skills: Service Level Management, Incident Management, Supplier Relations, Asset Management, Security Compliance, Project Delivery, Technical Leadership, Team Mentorship

• Effective team management, providing direction, motivation and career development of team of 18 global team members based in AMER, EMEA and APAC serving workforce and BPO users. 
• Participate in the formulation of departmental objectives, plans and policies.
• Manage end user computing and desktop support processes for Dell hardware, peripherals and software, to ensure efficient issue resolution and minimal business impact, acting as escalation point for serious issues.
• Manage equipment, licensing, contracts and procurement related to end user computing.
• Prepare and implement policies, procedures and standards relating desktop build standards, gold images, patching and deployments. 
• Keeping versions of approved applications up to date is essential to success.
• Partner with a wide range of internal business units to develop and deliver on service level agreements. 
• Partner with Systems and InfoSec teams to ensure processes are secured and able to be audited to meet compliance needs.
• Foster an atmosphere of open communication, development, and innovation.

Skills: Team Leadership, Strategic Planning, End User Support, Resource Management, Policy Implementation, Service Level Coordination, Security & Compliance, Innovation & Communication

• Collaborate with management, technicians, and other teams to streamline and resolve complex tasks and processes
• Work with team members to deploy, manage, and maintain approximately 1000 (Windows 10) devices across 7 office locations
• Coordinate with vendors and office staff to support and resolve issues involving printers, scanners, and conference equipment (TV/projector configurations)
• Troubleshoot complex application and hardware issues, act as escalation points to IT Help Desk/Desktop Support, including documentation, analysis, and resolution of escalated issues
• Craft reports that provide insight and analysis of desktop software usage, software and hardware compliance, operating systems, and application software distribution
• Coordinate with team leads and management to review, assist, and assign tickets in a queue
• Build and review proper documentation for all Desktop processes and procedures
• Break technical processes into manageable steps for other staff members to follow
• Occasionally fly to other office locations to evaluate staff and office needs
• Coordinate and manage remote staff at various office sites and remote locations
• Oversee multiple projects on an ongoing basis
• Assist in enforcing corporate IT policy and procedures for all staff at all locations
• Train new team members remotely and on-site

Skills: Collaborative Problem-Solving, Device Management, Vendor Coordination, Technical Troubleshooting, Reporting & Compliance, Ticket Management, Process Documentation, Project Oversight

• Lead and mentor a team of 10+ Desktop Support Technicians focused on solving a variety of hardware technical issues
• Participate in and contribute to IT infrastructure projects striving to improve firm wide end user experience
• Manage and facilitate sourcing of the team members by building and maintaining relationships with contracting vendors
• Maintain standards and be able to measure their compliance for provided support services, including the various components and attributes that make up a service, SLA's, and KPI's
• Implement and maintain a knowledge base management system ensuring documentation accuracy and continuous improvement
• Develop, maintain, and improve various day to day processes, procedures, as well as onboarding methodologies for additional support responsibilities
• Application support for internally developed and vendor applications.
• Conduct platform testing support including test environment management.
• Run platform problem, incident, capacity and change in partnership with the associated enterprise and wholesale teams.

Skills: Team Leadership, IT Project Participation, Vendor Management, Compliance Monitoring, Knowledge Base Management, Process Improvement, Application Support, Platform Testing & Management

• Relevant experience working in a similar role
• Good knowledge of Microsoft Windows 10/Citrix
• CCNA or good networking experience
• Basic knowledge of user administration (Active Directory, Exchange/Office365)
• Good knowledge of Microsoft Office suite
• Good understanding of workstation builds and configuration
• Certified with ITIL, Microsoft certificates, or Cisco certificates are strong advantages
• Good knowledge of Microsoft Windows 10 Operating Systems
• CCNA or good networking experience
• Experience with Anti Virus/MDM/Crowdstrike/ManageEngine 
• Speaks fluent English and have strong communication skills

Qualifications: BS in Information Technology with 5 years of Experience

• Experience dealing with security concerns (hardening IT infrastructure against hacking, dealing with anti-phishing, etc.)
• Help desk experience, primarily in a Microsoft environment
• Advanced knowledge of Microsoft products including Active Directory, Office 365, SharePoint, and Windows 10
• Hands-on experience supporting desktops, laptops, desktop software, telephony, and AV equipment
• Excellent communication and problem-solving skills with a good measure of ingenuity
• Detail-oriented and highly organized, able to handle a variety of tasks in an efficient manner
• Extensive experience working with Jira Service Desk
• Managed teams in multiple geographies
• Worked in a similar international financial organization in a managerial capacity
• Experience facing off to senior management and guiding policy

Qualifications: BS in Computer Science with 6 years of Experience

• Outstanding leadership and team management experience
• Demonstrated exceptional organizational skills with strict attention to detail
• Skilled at preparing process and operational reports, documents, and other written materials 
• Demonstrated financial aptitude
• Superb ability to work autonomously with solid decision making and execution skills
• Innovative thinker who is a team player and inspires others to achieve goals
• Technical background in desktop support and understanding of network infrastructure and software applications
• Experience in a professional business or operations service company

Qualifications: BS in Information Systems with 5 years of Experience

• Progressive experience in Information Technology leading and coaching technical support staff
• Demonstrated technical and process leadership experience servicing end users through a desktop support and help desk support
• Strong operational and functional knowledge of IT ticketing systems, preferable in ServiceNow
• Customer-service oriented with a problem-solving attitude
• Takes initiative to personally resolving or coaching others to resolve complex tickets
• Ability to handle multiple tasks simultaneously
• Self-starter, motivated and takes initiative, strong interpersonal and problem-solving skills
• Attentive to detail with a high level of accuracy, exercise sound judgment and strong project management skills
• Resourceful, diplomatic, and professional, deliver outstanding customer service, a can-do attitude and work style that supports teamwork, collaboration, and positive relationships

Qualifications: BS in Computer Engineering with 10 years of Experience

• Experience in providing desktop support and preferably 2 years in a lead or supervisory position
• Knowledge of all IT area concepts and principles
• Experience in support ticket reporting and statistics
• Strong organizational skills, with strength to form policy and procedure
• Ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel
• Strong Windows desktop environments knowledge in enterprise environments
• Solid knowledge of Active Directory and Azure AD security controls
• Basic knowledge in networking, routing, subnets, VLAN’s and security protocols
• Experience with Microsoft Office 365 support
• Familiarity with tools such as UEM, SCCM, MDM, Imaging, ServiceNow, Backup systems

Qualifications: BS in Network Administration with 4 years of Experience

• Excellent written and verbal communication skills, including excellent listening skills and presentation skills to communicate clearly, concisely, and effectively
• Position-relevant computer experience including Microsoft Office and MAC
• Follow all company safety practices, Standard Operating Procedures (SOP’s) and policies
• Microsoft Certification in Windows and MAC certification in related desktop management systems.
• ITIL Foundation Certification or experience working in an ITIL environment 
• Adaptable, be able to shift priorities and focus as departmental and/or business demands change including, but not limited to early/late hours and/or weekend hours
• Strong analytical skills and organized, completes tasks ahead of schedule
• Able to work collaboratively with all levels of staff to resolve problems and external partners to maximize performance, creativity, problem solving and results

Qualifications: BS in Cybersecurity with 3 years of Experience