Global IT Site / Deskside Support Manager

Key Responsibilities

• Leadership and Team Management:
  • Lead and mentor the Global Site Support team, fostering a collaborative and high-performance culture
  • Develop team capabilities through training, coaching, and performance feedback to ensure high-quality support delivery
• Operational Oversight:
  •  Ensure the timely resolution of site support tickets in compliance with Service Level Agreements (SLAs)
  •  Monitor and prioritise ticket queues to minimise user downtime and improve service efficiency
  • Manage third-party vendors to deliver a cost effective and seamless global on-site support service, ensuring compliance with Aurora’s SLAs and quality standards
• Device and Endpoint Management:
  •  Oversee the full lifecycle management of end-user devices, including procurement, configuration, patching, security compliance, and decommissioning
  • Own and manage the end-user tech refresh lifecycle, from planning and procurement to deployment and decommissioning
  •  Implement and enforce consistent policies for endpoint management and proactive device monitoring
  • Conduct periodic device standards assessments to ensure alignment with business needs
  • Oversee the full lifecycle management of AV devices, including procurement, installation, configuration, and patching
• 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
  •  Provide insights and recommendations to improve service reliability and operational efficiency

Skills, Knowledge and Expertise

• 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

What we offer

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