Description:
As the IT Manager – Desktop Services, reporting to the IT Operations Manager, you will play a critical leadership role in shaping how our global workforce experiences desktop and end-user support services. You will lead our Desktop Services function, ensuring high-quality, customer-focused support across all regions and acting as a key contributor to operational excellence, service resilience, and continuous improvement across the IT estate.
Success in this role requires close collaboration across operations, infrastructure, service delivery, applications, and cybersecurity. You will champion service excellence, drive operational maturity, and ensure our end-user experience reflects the standards expected of a high-performing, globalorganization. You will foster a culture of empowerment, inclusion, and continuous development while building a motivated, capable, and customer-centric team.
Key Responsibilities And Duties Include
- Lead and manage the Desktop Services team, including Team Leaders and Analysts, ensuring high performance, collaboration, and accountability
- Oversee day-to-day delivery of 2nd line support globally, ensuring incidents and requests are resolved efficiently, consistently, and in line with SLAs
- Own the escalation and resolution of complex technical issues, ensuring effective communication and minimal business disruption
- Drive continuous improvement by analysing operational data, identifying trends, and implementing enhancements to tools, processes, and knowledge management
- Ensure Desktop Services activities align with operational governance, compliance obligations, and risk controls
- Collaborate with cross-functional teams to support service transitions, technology deployments, and project deliverables
- Maintain strong awareness of end-user technologies, platforms, and best practices to support decision-making across desktop and mobility services
- Promote a customer-centric approach, ensuring user satisfaction, transparency, and responsiveness in all Desktop Services interactions
- Develop and maintain a high-quality knowledge base and documentation library to support shift-left and self-service initiatives
- Report service performance, risks, and operational insights clearly and proactively to IT leadership and stakeholders
Personal Attributes
- Demonstrates strong leadership presence, fostering trust, confidence, and collaboration
- Communicates clearly with technical and non-technical stakeholders, adjusting style as needed
- Maintains composure under pressure, making sound decisions during critical escalations
- Builds strong relationships across teams, driving collective success and shared outcomes
- Applies a continuous improvement mindset and proactively seeks opportunities to optimise services
- Committed to people development, inclusion, wellbeing, and creating a positive team culture
Key Performance Indicators
- Incident resolution efficiency: Reduced mean time to resolution and improved escalations
- Service quality: Achievement of SLA targets and improvements in customer satisfaction (CSAT/NPS)
- Operational performance: Monitoring ticket volumes, identifying trends, and implementing corrective actions
- Knowledge and process maturity: Increased adoption of shift-left, knowledge base utilisation, and workflow efficiency
- Employee engagement: Positive feedback from team surveys and development conversations
Candidate specification
Essential
- Proven experience leading desktop/support teams in a complex, global IT environment
- Strong operational leadership and team management skills across distributed locations
- Deep understanding of end-user technologies, device management, troubleshooting, and support best practices
- Experience with ITIL-based service management and operational governance
- Effective stakeholder engagement and communication skills across all organisational levels
- Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity
Desirable
- Professional certification in IT Service Management (ITIL, SDI) or equivalent
- Experience working with global or multi-site teams
- Familiarity with modern endpoint management platforms such as Intune, SCCM, or equivalent
- Experience with ITSM platforms such as ServiceNow for workflow, routing, and reporting
- Understanding IT operations, security, compliance, and continuous improvement frameworks