Desktop Support Regional Lead

We are seeking a highly skilled and experienced Desktop Support Lead to lead and oversee our end user computing services team. The successful candidate will be responsible for managing a team of IT professionals, both locally and at client sites, ensuring the delivery of high-quality IT Support, and driving continuous improvement in the services we offer. This role requires a holistic thinker with excellent leadership skills, a deep understanding of end user technologies, and the ability to manage a diverse team effectively.

Responsibilities and Duties

• Leadership and Management: Lead and oversee a combination of local and remote IT Support Engineers, providing direction, coaching, and development opportunities.
• Support the Head of End User Services, and your peers, in developing and implementing plans to enhance IT Support Services, ensuring alignment with organizational goals.
• Foster a culture of innovation, collaboration, and customer service excellence within the team.
• Oversee the delivery of IT Support Services for client sites, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
• Monitor and report on key performance indicators (KPIs) and service metrics, and align with HR teams on succession planning and performance issues as needed.
• Ensure the timely resolution of end user issues, while ensuring that senior management are kept updated on pertinent issues, when required.
• Act as a point of escalation for the team, addressing complex or high-priority issues promptly and effectively.
• Lead and participate in end user computing projects (as appropriate to client sites), ensuring they are delivered on time, within scope, and within budget.
• Coordinate with other IT teams and business units to ensure successful project outcomes and seamless integration with existing systems.
• Collaborate with the Director of Asset and Vendor Management to support relationship management of vendors and service providers, ensuring the delivery of high-quality products and services.
• Collaborate with the Head of Service Delivery to understand stakeholder needs and provide effective end user computing solutions.
• Manage the deployment, maintenance, and support of end user computing devices, including desktops, laptops, mobile devices, and peripherals.
• Oversee the administration and support of end user software and applications, ensuring compliance with licensing agreements.
• Evaluate and recommend new technologies and tools to enhance end user productivity and experience.
• Ensure documentation is maintained for supported systems, hardware, software, and configurations.
• Oversee inventory management of end user computing assets, ensuring accurate tracking, procurement, and lifecycle management.
• Ensure end user computing environments adhere to organizational security policies and standards.
• Implement and maintain endpoint protection measures, including antivirus, encryption, and patch management.

Qualifications and Skills

• IT Related Education/certification
• Experience managing a small team
• ITIL certification would be a big plus
• Demonstrated ability in defining processes and systems design
• Working knowledge of: Operating Systems mainly Windows and MacOS
• Networking
• Security practices and security controls in a corporate environment
• Automation
• Telecommunications
• Hardware and Software
• Excellent verbal and written English
• A "can do" attitude and comfortable managing competing priorities to achieve a high level of customer satisfaction
• Flexibility around working schedule; occasional after-hours work may be required
• This is an office-based role with some flexibility on the number of days required onsite dependent on client requirements
• Travel may be required to support client requirements