Desktop support manager


The End User Computing (EUC) team is responsible for the ongoing maintenance, support, and daily operation within the group across South Africa, Africa and Asia. The team consists of internal employees, contract resources, and managed services partners and includes the Service Desk, Remote Desktop, Unified Communication & Collaboration, and Business Partner Services. Attention to governance, continuous improvement, and industry Best Practice is critical.

The Desktop Support Team Leader is a senior manager responsible for evaluating and refining current status of operational-level, projects, resource utilization, driving strategy that increases effectiveness, and ensuring alignment to business partner goals. The Desktop Support Team Leader is tasked to ensure key human resource functions are conducted, including interviewing, selection / hiring, conducting performance assessments, and more.

Further, the team is also responsible for the coordination of all operational support and managing the delivery of Business Partner Services to all sites and across business units. The management of teams delivering desktop support, hardware break/fix, infrastructure field services, desktop and software packaging (i.e. Microsoft / Google), MDM services and deployment services.

  • Overall accountability for the execution and compliance to service processes (availability, capacity, service level, financial, service continuity, security, incident, problem, change, configuration, release management) to all sites and across all business units
  • Conduct key human resource processes including career development, salary reviews, sourcing and performance management
  • Oversees adherence to technical standards and services compliance in this specific IT operations function
  • Works closely with suppliers and vendors to ensure service stability and quality aligned with Service Level Agreements, Operational Level Agreements and underpinning contracts
  • Manages service escalation to resolution, and identifies continuous improvement opportunities as appropriate
  • Responsible for customer satisfaction
  • Work with Business Technology Partners to understand customer demand requirements and ensure fulfilment of the customer demand
  • Supports transition of new projects and technologies to operational (run) status and ensures that all technical documents, knowledge base articles, service levels and operational spend commitments are properly transitioned
  • Financial management for operational resources, contracts and managed service provider related expenditures

Key Competencies and Qualifications

  • A bachelor’s degree in Computer Engineering, Computer Science, Information Systems or other IT-related area,
  • 10+ years of experience in IT Service Management / IT Desktop Services / End User Computing
  • Experience in managing the specific IT service discipline and across multiple geographic sites
  • Diplomatic and customer service focused; ability to manage key stakeholders in positive, poised and effective manner
  • Personnel management experience
  • Experience developing and managing vendor contracts and SLA adherence
  • Ability to focus on issues from both a very high and very detailed level to facilitate services and infrastructure operations and transitioning
  • Good stakeholders relating and negotiation skills
  • Knowledge and experience in managing financial budget
  • Excellent English communication skills, both written and oral
  • Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude
  • Ability to analyse and use data and measures to communicate service capabilities, and current performance – leveraging this information to improve service delivery and maintain a high level of customer satisfaction
  • Ability to identify patterns and trends within incidents and service request data and ability to implement continuous improvement
  • High Level understanding of the Desktop Support technology area(s) and understanding across infrastructure components
  • Proven ability to work effectively in a team setting as well as independently with minimal error and guidance

The following skills and experience will set you apart from others:

  • Other advanced degree, ideally in an IT or Business area
  • ITIL Foundation Certified

All applications will be handled with confidentiality.  Please note that only short-listed candidates will be contacted.  Should you not be contacted within two weeks after the closing date, please consider your application unsuccessful.

Annelize McCarthyDesktop support manager