Manager IT Business Service Emea

Manager IT Business Services EMEA

Desktop Services Manager - Leeds, UK

The Role

This role is based at the Solera Office in Leeds, UK. It calls for an individual that is very highly motivated, experienced in executive-level support and able to manage multiple and competing priorities and able to remain calm under pressure. 'Always on’. The role encompasses day to day management of the Desktop services team in EMEA, whilst supporting the delivery of key projects and audit requirements for Internal and external audits. The role encompasses all activities and technologies related to a leading-edge enterprise office environment, including desktop and mobile hardware & software (Windows, Mac, IOS & Android), AV distribution and networking. There is no such thing as a typical day, each will be different, some will be reactive, and other days will be driving forward to ensure stability and consistency in all of the technology platforms.

What You’ll Do
- Core Requirements
- Manage the EMEA Desktop Team for all Solera entities
- Involve the HCL DSS team in all Desktop related activities
- Responsible for delivery of KPIs & SLA matrixes for the team
- 6+ years’ experience in IT infrastructure.
- Support the end-user community, comprising of knowledge workers (including remote workers) and C-suite.
- Help resolve software and hardware issues, desktop and mobile. Assist with IMAC activities.
- Follow established procedures or develop innovative new solutions to user problems.
- Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, AV streaming technology.
- Be current with the latest software (predominantly the entire Microsoft M365 suite, but also awareness of other typical enterprise apps, such as Trello, Jira/Atlassian)
- Leverage vendor support wherever possible to offer the best solution, quickly.
- Be OS agnostic - we love Mac and Windows equally :D
- Other Requirements
- Be diligent in ensuring support tickets are closed within SLA, with meaningful information.
- User on-boarding and off-boarding using AD tools. Other user IMAC activity, such as mailbox moves, changes to phone set-up etc.
- Relentlessly look for ways to improve what we do. Challenge the status-quo.
- Deployment of hardware using Intune and Autopilot.
- Do everything with data security and SOX compliance in mind.

What You’ll Bring

This person needs to have come from a multi-disciplined background and be able to work at all levels within the company, on any type of IT problem or project.

Specifically:

- Strong and proven experience with user support in a mixed-vendor, mixed OS environment.
- Ability to earn trust and build relationships at all levels within the organization.
- Ability to effectively manage multiple priorities.
- Good verbal and written communication skills; well presented.
- Creativity and the capacity to innovate.
- Ability to travel 10% annually.

Must-haves:

- Fully conversant with Windows & MacOS. Able to use each interchangeably.
- Fully conversant with Mac & PC hardware, IOS hardware and related accessories
- Strong and demonstrable experience with the full Office365 suite
- Prior experience of executive level/white glove support
- Prior experience of Zoom and Microsoft Teams conferencing (Zoom Rooms & MTR)

Desirable
- Specific experience with Office365 from an administration point of view
- Familiarity with Trello, Jira, AD Manager, Provision Point
- OneDrive & SharePoint troubleshooting
- Network and basic hardware troubleshooting