Desktop Operations Manager

4 weeks ago

india ESP Global Services Full time

31st May, 2024

The Role:

The Desktop Operations Manager works closely with the Global Desktop Manager to ensure the seamless operation of campus support services for their customers.
They are responsible for the allocation, scheduling and coordination of onsite/campus ESP and partner Desktop Engineers. In collaboration with the Field Service Manager and Service Delivery Managers, they ensure each customer site/contract has the necessary Engineers to fulfil ESP obligations. They will provide appropriate instructions and monitor performance to achieve business set goals.
Key Accountabilities:

Supervise and lead a team of Desktop Operations Leads and engineers. Provide guidance, training, and support to Desktop Operations Leads. Assist the Global Desktop Manager in the development and enforcement of campus support policies and procedures. Assist in managing and resolving escalated campus support issues. Co-ordinate the provision of onsite Desktop Engineer teams across a designated area. Undertake the scheduling management of the onsite/campus remote teams utilising systems, including Excel and/or the workforce management tool. Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences. Working with Local Service Providers (partners) along with key stakeholders to ensure backfill Engineer requirements as per contract agreements. Ensure that contract-specific tasks, including projects and those tasks out of scope can be either fully staffed, partially staffed or not fulfilled internally by the ESP/LSP Desktop Engineers. Manage alongside key stakeholders’ escalations and problems that impact on business-as-usual operations and customer expectations and contracts in place. Act as a point of contact for the onsite Desktop Support Engineers to advise on administrative/procedural/system-related queries and in addition help to facilitate the resolution of any matters that requires input from other departments. Support Internal ESP systems to highest business standards. Support partner invoices in conjunction with the Service Delivery Managers and expense claims with Global Desktop Manger to ensure the accuracy of billed vs. actual costs incurred. Work closely with the assigned Service Delivery Managers and wider delivery team for key accounts in area to include producing reporting to show coverage of specific sites. Review account specific statistics to identify and drive service improvements and quality. Provide regular reports in conjunction with regional and customer services. Attend Service Reviews for both Customer and Internal business stakeholders. Applies independent judgment to solve systematic problems. Be the primary contact for allocated Desktop Resource Lead and oversee resource allocation on campus, ensuring that facilities, equipment, and services are appropriately distributed to meet the needs of various campus stakeholders. Build strong relationships and rapport with several internal teams (SDMs and Suppliers Team) Be an active key member that promotes collaboration with the teams (listen and motivate) Implementing company strategies and objectives Collect and analyse data related to resource utilization, identifying trends and opportunities for improvement. Deep understanding of campus coordination processes and best practices. Key Skills:
 Excellent verbal and written communication skills (English) Proven record in customer service and administrative experience for lead role holder to perform fully and effectively in the role. Team management abilities. High level of proficiency using IT systems preferably workforce management systems Ability to manage time sensitive matters and resolve issues through to completion. ITIL Foundation (preferred) and good understanding of ITIL processes and procedures. Able to build close and productive working relationships, including the ability to influence others. Desire to increase knowledge on the commercial aspects of Service Management Process driven with the ability to be innovative. Self-motivated with a willingness to learn and adapt to any new change or situation. Analytical and methodical in the approach to problem-solving Ability to work collaboratively and adapt to changing priorities. Strong leadership and people management skills Proven problem-solving attitude and ability. Relationship Building and maintaining
This job description is a general outline and may vary depending on the specific needs and structure of the educational institution. The Desktop Operations Manager plays a critical role in ensuring the efficient use of resources and services on campus, contributing to the overall success of the institution.
Apply Directly Now. Closing date 4th June 2024

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