Job description:

Role : Desktop Operations Manager Field Services
Language : Local Language and English


We are looking for a on-site Desktop Operations Manager that will oversea the local desktop operations function and co-manage relationship with our client



Primary responsibilities are :

Desk side Support Management
Manage Team that provide Incident Management, Request Services to our client

SLA Management including Incident and Requests

Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity )

Vendor Management
Customer Relationship Management
Regular meetings with Team and Client
Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.

Provide leadership to the Desktop Support Team including coaching as required

Reporting and MIS

Assist with scoping small/mid sized projects and oversee





Skills, Experience and Qualification Required





Business Skills:



Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required

To work through issues analytically to a successful conclusion

Ability to communicate at different levels within the organization,

Understanding of Financials, including cost control, project revenue/costs



Personal Skills



Speak Local Language and English Language. Any other European Languages are an advantage

Strong customer service and team management skills

Ability to manage/motivate people and teams,

Must be detail oriented and self-motivating

Strong Written and Verbal Communication Skills at senior level,

Relationship Management internal and external customers, Flexibility, Presentation Skills and Team Skills

Flexibility with respect to time client deliverables need to be met with a Can do attitude

Excellent problem solving / quantitative/ analytical skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Must be detail oriented and self-motivating

Ability to write business cases and justification documents, Ability to manage multiple work streams

Ownership and Drive, Ability to make difficult decisions, Multi Tasking, Ability to Prioritise, Working Under Pressure, Impartial Working on behalf of Clients



Technical Skills:



Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 7

Detailed understanding of IT Infrastructure in a Corporate Environment Server/Network/Database

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc



Location of work will be the client offices in the Barcelona.





Minimum Qualification and Experience



8 years End user computing experience , with at least 3 years in a management role leading a team(s)

Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

Exposure to Finance i.e Budget Control, Project Pricing Proposals.

ITIL professional will be preferred

Ideal candidate would have exposure to project management (desktop deployment, migration projects)

Ideal candidate would be expected to have a 3 years experience of IT Infrastructure in a corporate environment

Ideal candidate will have previous vendor management experience

Ideal candidate would be expected to have a 3 years experience of Troubleshooting