The main duties of this role will include:

• Responsible for managing a team of 6 IT support specialists, including team leads (indirect reports and third party offshore)
• Provide escalation support to clients and other technology teams, executing the appropriate process or action to resolve the problem or incident
• Deputise for End User Computing Infrastructure Manager - Europe when required.
• Provide leadership and drive productivity, consistency and quality in the behaviours of all subordinate staff
• Help staff to achieve their maximum potential through counselling and training
• Ensure a robust plan is in place to deliver the strategy within your area
• Manage, deliver and report on Continual Service Improvement processes and stability drive.
• Own, plan and execute the delivery of a project, product or service
• Collect, organise and effectively report information
• Take ownership of a service and be responsible for the outputs
• Suggest improvements to service provision to achieve maximum efficiency within agreed service target
• Assist, lead and guide your team
• Be open to feedback and respond positively
• Make informed decisions that enable the achievement of the plan/strategy
• Establish trusting relationships with colleagues and internal customers to launch initiatives and achieve results
• Produce comprehensive documents and formal presentations
• Understand and meet customer needs with a can do attitude, whilst managing expectations

Skills

• ITIL qualified to at least Intermediate level - preferably Expert or Master.
• Solid track record in an ITIL management position
• Strong Enterprise Desktop/Endpoint management (both Physical PC, MAC and Virtual)
• Working knowledge and experience of IT Service Management
• Background in desktop and infrastructure support using Microsoft technologies
• Microsoft desktop certification desirable.
• Awareness of the following technologies
  • Windows Client (Win7x/Win8x)
  • Application Packaging & Delivery (SCCM)
  • Microsoft Forefront Endpoint Protection
  • Windows Client & Server Patching (SCCM)
  • Windows Infrastructure - KMS (licensing)