Manager, Desktop Support

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.

As an equal‑opportunity employer, we consider all potential employees without regard to any protected characteristic.

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