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For Companies At a Glance
- Tasks: Lead a team to provide top-notch IT support and manage complex tech issues.
- Company: Join News Corp, a leading media company with diverse brands like HarperCollins and Dow Jones.
- Benefits: Enjoy a dynamic work environment in London with opportunities for career growth and development.
- Why this job: Be part of a mission-driven team that values innovation and customer service excellence.
- Qualifications: 8+ years in tech leadership; strong communication and problem-solving skills required.
- Other info: This role is perfect for tech enthusiasts who thrive in fast-paced settings.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
:
Deskside Support Manager
The TNB Manager will play a critical role in organizing and integrating the NewsTech shared technology services model across several News Corp business units including, NewsUK, Dow Jones, HarperCollins, OPIS, Sun, and Storyful.
The individual in this position will be responsible for developing and managing a best-in-class IT Support function – ensuring that a premium level of technical support and customer service is provided across the organization. This individual will also be responsible for measuring and reporting against predefined Service level agreements (SLAs) and Key Performance Indicators (KPIs).
This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and make decisions that support NewsTech’s mission. The position will be based out of The News Building (TNB) office located in London.
Responsibilities
Lead and motivate Support Technicians located in TNB to ensure that the overall output and quality of service meets business requirements and aligns with pre-defined SLAs
Manage and coordinate urgent and complicated support issues
Lead optimization efforts, service integration and service improvement across business units
Act as the escalation point for all Business critical requests and incidents
Train, coach and mentor local Support Technicians including career development
Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Drive optimization efforts by identifying the right problems to solve and actively developing strategies for improvement
Continually analyze support calls to ensure quality of service
Oversee the executive support function and strategy
Develop and maintain procedural documentation to be leveraged by Service Desk and Support Teams
Manage the TNB Opex and Capex expenditure in lockstep with the Regional Manager
Oversee all process improvements, audit preparation and documentation practices
Build and maintain a solid working relationship with key stakeholders
Vendor relationship management where appropriate
Manage the Hardware Supply Chain and asset management
Qualifications
4 year Bachelor\’s degree in a business or technical major, or related field or equivalent experience
8+ years experience working as a technical leader within a large matrixed organization – media focus preferred but not essential.
Strategic and analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely manner
Excellent communications skills including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders
Customer-oriented and driven
Quantitative analysis skills, including Excel
Self-starter and ability to operate in an unstructured environment
An ability to work to tight deadlines and within constraints
Job Category:
Desktop Support Manager employer: News Corp
Contact Detail:
News Corp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT support and service management. Understanding frameworks like ITIL can give you an edge, as this role requires a strong grasp of service optimisation and integration.
✨Tip Number 2
Network with professionals in the industry, especially those who have experience in large, matrixed organisations. Building relationships can provide insights into the company culture and expectations, which is crucial for a managerial role.
✨Tip Number 3
Prepare to discuss your experience in managing teams and resolving complex support issues. Be ready to share specific examples that demonstrate your leadership skills and ability to meet SLAs and KPIs.
✨Tip Number 4
Research News Corp's various business units and their technology needs. Tailoring your understanding of how you can support each unit will show your commitment and strategic thinking during interviews.
We think you need these skills to ace Desktop Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and management. Emphasise your leadership skills, technical expertise, and any experience with SLAs and KPIs, as these are crucial for the Desktop Support Manager role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the responsibilities outlined in the job description, particularly your experience in managing support teams and improving service quality.
Showcase Your Problem-Solving Skills: Provide specific examples in your application that demonstrate your strategic thinking and problem-solving abilities. Highlight instances where you've successfully managed complex support issues or driven process improvements.
Highlight Communication Skills: Since the role requires strong relationship-building skills, make sure to mention your experience in engaging with stakeholders and your ability to communicate effectively. This can be included in both your CV and cover letter.
How to prepare for a job interview at News Corp
✨Showcase Your Leadership Skills
As a Desktop Support Manager, you'll need to lead and motivate your team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any experience you have in training and mentoring others.
✨Demonstrate Technical Expertise
This role requires a strong technical background. Brush up on relevant technologies and be ready to discuss your experience with IT support functions. You might also want to prepare for questions about specific tools or systems you've used in previous roles.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of examples where you've handled urgent or complex support issues, and be ready to explain your thought process and the outcomes of your actions.
✨Emphasise Relationship-Building Skills
Building strong relationships with stakeholders is crucial in this role. Prepare to discuss how you've successfully collaborated with different teams or departments in the past. Highlight your communication skills and any strategies you've used to engage effectively with others.
