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- Tasks: Lead a dynamic team providing top-notch desktop support across multiple locations.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by enhancing user experiences and driving tech improvements.
- Qualifications: Strong knowledge of Windows OS and excellent leadership skills required.
- Other info: Be part of a diverse team with a focus on continuous learning and development.
The predicted salary is between 50000 - 65000 £ per year.
The Desktop Support Manager is responsible for overseeing Level 1 and Level 2 technical support across our London, Amsterdam and Belfast offices. This role ensures that client business requirements are met through high-quality service delivery, proactive process improvement, and the effective management of technical staff. You will bridge the gap between technical execution and business needs, ensuring a seamless experience for all end-users.
Primary Responsibilities
- Service Excellence: Coordinate support efforts and manage escalations with cross-functional teams to ensure strict adherence to SLAs.
- Operational Documentation: Standardize and maintain operating procedures (SOPs) for desktop support and troubleshooting.
- Performance Monitoring: Oversee the lifecycle of requests and incidents, ensuring timely resolution and high user satisfaction.
- Team Leadership: Manage staffing levels, provide continuous training, and mentor technical service staff to maintain a high-performing team.
- Process Optimization: Continuously audit and adjust support implementations to improve efficiency and reliability.
Principal Accountabilities
- Team Management: Independently lead a distributed team across two locations, accountable for comprehensive technical support.
- R&D & Innovation: Participate in the research and development of new desktop hardware and emerging technology trends.
- Technical Writing: Develop and curate clear technical, procedural, and process documentation for both internal and user-facing needs.
- System Hardening: Proactively identify opportunities to automate manual tasks and harden systems through regular audits and best-practice implementation.
- Quality Assurance: Review team work products, document unique solutions, and provide high-level technical guidance to resolve complex issues.
Skills & Software Requirements
- OS Expertise: Subject Matter Expert (SME) in Windows OS with a strong understanding of macOS and iOS.
- Leadership: A natural ability to coach others and communicate clearly with non-technical staff.
- Communication: Exceptional ability to provide clarification and support to both technical teams and non-technical stakeholders.
Manager, Desktop Support in London employer: CME Group
Contact Detail:
CME Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Desktop Support in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in desktop support. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your experience in managing technical teams and improving service delivery. This will help you stand out during interviews.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. Focus on how you've led teams and tackled challenges in previous roles.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Tailor your application to showcase your leadership and technical expertise, and let us know why you're the perfect fit for the Desktop Support Manager role.
We think you need these skills to ace Manager, Desktop Support in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Desktop Support Manager. Highlight your experience in managing technical teams and delivering high-quality service, as well as any relevant achievements that showcase your leadership skills.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved processes or led teams in the past, and don’t forget to mention your expertise in Windows OS and other relevant technologies.
Showcase Your Communication Skills: Since this role involves bridging the gap between technical and non-technical staff, make sure to demonstrate your communication prowess. Use clear and concise language in your application to show us you can explain complex concepts simply.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you receive updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at CME Group
✨Know Your Tech Inside Out
As a Desktop Support Manager, you'll need to showcase your expertise in Windows OS and familiarity with macOS and iOS. Brush up on the latest trends and common issues in these systems so you can confidently discuss how you would handle various technical challenges.
✨Demonstrate Leadership Skills
Be prepared to share examples of how you've successfully led teams in the past. Highlight your experience in mentoring and training staff, as well as how you've managed cross-functional teams to meet service level agreements (SLAs).
✨Showcase Your Communication Skills
Since you'll be bridging the gap between technical and non-technical staff, practice explaining complex concepts in simple terms. Think of scenarios where you've had to clarify technical issues for non-technical stakeholders and be ready to discuss them.
✨Emphasise Process Improvement
Talk about your experience with operational documentation and process optimisation. Be ready to discuss specific examples where you've audited support implementations or standardised operating procedures to enhance efficiency and reliability.