Desktop Operations Manager

About The Role
Are you ready to step into a pivotal management role, coordinating a team to deliver top-notch desktop support services? As the Desktop Operations Manager, you'll work closely with the Global Desktop Manager, ensuring smooth, efficient campus operations that meet customer needs.

You'll oversee the allocation and scheduling of talented Desktop Engineers across multiple locations, collaborating with Field Service and Service Delivery Managers to ensure all contracts are supported seamlessly. With your guidance, training, and support, Desktop Operations Leads, and engineering teams will be empowered to perform at their best.

What will you do?

• 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 utilizing 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.

What will you bring to ESP?

• Excellent verbal and written communication skills (English)
• Demonstrable Team Management experience in a dynamic environment with a global view.
• Desire to increase knowledge on the commercial aspects of Service Management
• Ability to manage time sensitive matters and resolve issues through to completion.
• High level of proficiency using IT systems preferably workforce management systems
• Good understanding of ITIL processes and procedures.
• Able to build close and productive working relationships, including the ability to influence others.
• 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.

If you are….
Motivated to develop your career supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What We Will Offer
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary
We offer a competitive range based upon suitability or experience.

Benefits

• Holiday Leave
• Medical Insurance
• Perk box discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that's manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.