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Desk Side Support Manager - Service Now, Outside IR35

  • Location:

    London

  • Sector:

    Project and Programme Management

  • Job type:

    Contract

  • Job functions:

    Support Engineer

  • Salary:

    Up to £495 per day

  • Contact:

    Rich Horsley

  • Contact email:

    rich.horsley@lafosse.com

  • Job ref:

    80999_1658911210

  • Published:

    19 days ago

  • Duration:

    4 months

  • Expiry date:

    2022-09-07

  • Startdate:

    ASAP

La Fosse a working with a leading international Bank with an HQ in London, who are looking for a Desk Side Support Manager to join their team on a 4-month project starting immediately.

Desk Side Support Manager will manage their DSS & Hardware Partners, and manage delivery or change Projects:

  • Govern & improve the day to day delivery of the DSS Partner including Incidents, Requests, Procedures, Device Build, Store Rooms and other in scope items
  • Manage the banks internal DSS team effectively, ensuring activity from Projects are funded and expectations managed.
  • Establish standards and processes to work with the ITSM Process teams, Service Desk and EUC 3rd line for gold builds
  • Implement a user first mind-set across the teams, ensuring we improve customer satisfaction
  • React to a changing working landscape due to Covid-19, ensuring continuity of service
  • Manage IT asset disposals
  • Manage lifecycle deployments of Laptops, Mobiles and accessories, in 2022 this includes 1000 laptop & 1800 mobile deployments
  • Work with Commercial and procurement to keep a reasonable stock level, and keep up to speed with the market for any stock challenges
  • Implement a minimum standard for DSS set up, and represent DSS to ensure that all purchases and project changes are operable
  • Be the voice of the customer, and represent IT in high profile DSS engagements
  • Support the Banks Annual Meeting preparation, and potentially support on site in Morocco in May 2022
  • Support the M365 project, by governing the floor walking service
  • Act as the SPOC for the DSS elements of our HQ move in Summer 2022. This includes validating the design, transition plan, testing, and dual running support

Due to the nature of this role, the position is located in the London office Monday to Friday with minimal working from home.

Expected Skills and Experience

Essential

  • Strong and deep understanding of Service Now
  • Strong understanding of DSS and VIP support
  • Presentable and strong communicator
  • Strong and deep understanding of Desk Side Support processes and technologies
  • Strong experience of managing a team of outsourced Desk Side Team
  • Clear evidence of improving a failing service
  • Can talk openly, authentically and directly about user first mind set
  • Evidence of working in a Run and Change role, in parallel
  • Evidence of resource management, and small project management
  • Good excel and powerpoint skills
  • Attention to detail and able to deliver high quality written and verbal output;
  • Ability to collate and summarise information and present it to senior leadership in a way that facilitates decision-making;
  • Ability to work independently and quickly get to grips with complex situations;
  • Experience of working with system integrators and managed services;
  • Pragmatism and problem solving;
  • A team player with a positive and constructive attitude towards work and colleagues.

If you are interested, please hit apply!