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Service Support Manager

Job Seekers United Kingdom IT

Job Summary

  • London
  • Permanent
  • BBBH764147
  • Aug 05, 2020
  • £80k - £100k
Job Description

Service support manager, ITIL, Desktop support, Active directory

Job Responsibilities:

  • Analyse the performance of the team activities and documented resolutions, identify problem areas, and devise and propose solutions to enhance the quality of service.
  • Understand the full range of services that the Service Support function provides and ensure the team are fully aware of these and the support processes surrounding them.
  • Develop existing and new IT process and procedures to enhance service transition and service operation lifecycle stages. Ensure the adoption of new processes and procedures within the support teams.
  • Seek out areas to streamline and improve process and procedures within desktop technology and Service Support area. Constantly strive to improve service levels provided by the Desktop support team.
  • Drive forward the transition of new IT services into support, ensuring the Service Support team's service acceptance criteria is met.
  • Manage project resourcing allocation for the Service Support teams while ensuring there is no impact on the BAU service
  • Through Service Improvement Plans develop the quality of service provided by 3rd party service support vendors
  • Work with the Head of Service Operations and Support to forecast and manage budget needs for the function.
  • Work with IT Service Operations management team to review and develop the strategic direction of the overall function in terms of people, skills and business demands.
  • Assist and lead with the design and maintenance of automation used in the service delivery and support tools
  • Provide technical management and oversight for the desktop support teams to ensure workload and throughput is managed effectively. Manage the work queues and ensure that tickets are tracked to agreed SLA's .
  • Provide out of hours escallation point of contact on end user support incidents and issues. Provide support & technical escalation to all regional Service Support staff as required. Ensure escalation to support queries to L2/3 technical teams to ensure timely resolution.
  • Performance Reporting - Ensures that effective KPIs are defined, measured and reported which enable service
  • Responsible for deployment of the desktop technology stack and component items, including deployment planning, scheduling & control, installations, hardware & software lifecycle management, upgrades (including capacity, modifications & enhancements and end-of-life replacements), as applicable


  • Through example and behaviour, strive to provide leadership to other team members ensuring a level of excellence is achieved in delivering the service, and adherence to policies and procedures
  • Direct, develop and mentor the local Lead roles within the team to build on their individual management and leadership skills.
  • Build and enhance customer relationships with key business stakeholders for the delivery of all end user computing services
  • Provide direction and clarity, and encourage and help others to develop to their full potential. Grow and challenge the people you lead.
  • Set the individual performance objectives of direct reports. Perform annual performance reviews with staff.

Required skill:

  • Must have strong experience managing and leading helpdesk and technical desktop support teams, across multiple geographical locations.
  • Must have strong vendor management experience involving on-shore / off-shore end user technical support models
  • Must have good technical knowledge of supporting, deploying and managing Microsoft desktop operating systems, desktop applications and monitoring/management tools preferably in a Citrix VDI environment.
  • Strong knowledge of Active Directory administration and account management/Joiner/Mover/Leaver (JML) processes and tools.
  • Solid understanding of monitoring and managing key service KPIs/SLAs and delivering a world class end user service
  • Strong knowledge of mobile communications, remote working technologies, desktop/video telephony services, unified communications and collaboration tools.
  • Strong experience of providing cross training on technologies and operational processes. Ability to assess / identify knowledge gaps across technical teams and implement required training plans.
  • Ability to collaborate effectively with others to drive forward the key objectives of the team and the wider corporate goals.
  • Strong stakeholder management skills
  • Strong documentation and report writing skills (to both technical and business audiences).
  • Have excellent time management and organisational skills.
  • Solid knowledge of ITIL framework (Incident, Problem, Change and Request processes).


  • Experience of scripting and experience of managing automation tools e.g. Robotic Process Automation (RPA).
  • Experience of working in a regulated financial services company.

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.


Consultant Details

Consultant Details

Sistla Vaishnavi
Sistla Vaishnavi
  • Senior Consultant - Infrastructure & Security