Global IT Helpdesk Manager

Role Overview

• Leadership and Team Management: Lead and mentor the Global Site Support team, fostering a collaborative and high-performance culture
• Operational Oversight: Ensure the timely resolution of site support tickets in compliance with Service Level Agreements (SLAs)
• Device and Endpoint Management: Oversee the full lifecycle management of end-user devices, including procurement, configuration, patching, security compliance, and decommissioning
• IT Asset Management: Maintain the accuracy and integrity of IT Assets within the Asset Management system. Ensure all assets are tracked and updated throughout their lifecycle
• Problem Management: Support problem management processes by conducting root cause analysis and implementing permanent solutions to prevent recurring incidents
• Knowledge Management: Enhance the IT Support Knowledge Base, ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users
• Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement

Requirements

• Leadership and Team Management: Proven ability to lead, coach, and develop a global team, promoting a positive work environment and managing performance effectively
• Technical Expertise: Strong understanding of IT support principles, including hardware/software troubleshooting, AV equipment, endpoint management, and IT asset lifecycle management. Experience with common Office 365 productivity tools and collaboration platforms
• Customer-Centric Mindset: A commitment to delivering exceptional end-user experiences and fostering a customer-focused support culture
• Proactive Mindset: Self-motivated, with a demonstrated ability to anticipate challenges, identify opportunities, and take the initiative to improve processes and outcomes
• Service Management: Familiarity with ITIL processes and service management best practices
• Collaboration and Stakeholder Engagement: Strong ability to build relationships with internal teams, third-party vendors, and stakeholders, ensuring alignment with business goals
• Problem-Solving Skills: Ability to analyse complex issues, prioritise tasks, and implement solutions efficiently
• Adaptability: Resilient in handling change and adept at navigating a global support environment with diverse requirements and constraints
• Process-Oriented Mindset: Experience creating and enforcing standard operating procedures to maintain a consistent service level
• Attention to Detail: High standards for accuracy and quality, particularly in managing IT assets, processes, and reporting
• Project Management Experience: Familiarity with project management principles to assist with cross-functional initiatives and process improvement projects
• Knowledge Management: Experience in maintaining an up-to-date knowledge base and ensuring information is accessible and clear for service desk personnel
• Continuous Improvement Mindset: Experience in driving continuous improvement and embracing best practices in IT operations and service delivery
• Data-Driven Approach: Ability to analyse service desk data and metrics to identify trends, assess performance, and make data-driven decisions
• Security Awareness: Awareness of IT security principles and best practices, with experience ensuring compliance with security standards and protocols

Benefits

• Private Medical Insurance
• Dental Insurance
• Parental Support
• Salary-Exchange Pension
• Employee Assistance Programme (EAP)
• Local Oxford Discounts
• Cycle-to-work Scheme
• Flu Jabs