Desktop Support Regional Lead

• Lead and oversee a combination of local and remote IT Support Engineers, providing direction, coaching, and development opportunities.
• Support the Head of End User Services, and your peers, in developing and implementing plans to enhance IT Support Services, ensuring alignment with organizational goals.
• Foster a culture of innovation, collaboration, and customer service excellence within the team.
• Oversee the delivery of IT Support Services for your client sites, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
• Monitor and report on key performance indicators (KPIs) and service metrics, and aligning with HR teams on succession planning and performance issues as needed.
• Ensure the timely resolution of end user issues, whilst ensuring that senior management are kept updated on pertinent issues, when required.
• Act as a point of escalation for the team, addressing complex or high-priority issues promptly and effectively.
• Working with your peers to lead and participate in end user computing projects (as appropriate to your client sites), ensuring they are delivered on time, within scope, and within budget.
• Coordinate with other IT teams and business units to ensure successful project outcomes and seamless integration with existing systems.
• Work with our Director of Asset and Vendor Management, to support the relationship management of vendors and service providers, ensuring the delivery of high-quality products and services.
• Work with our Head of Service Delivery to support the collaborate with internal stakeholders to understand their needs and provide effective end user computing solutions.

• Manage the deployment, maintenance, and support of end user computing devices, including desktops, laptops, mobile devices, and peripherals.
• Oversee the administration and support of end user software and applications, ensuring compliance with licensing agreements.
• Evaluate and recommend new technologies and tools to enhance end user productivity and experience.
• Ensure documentation is maintained of supported systems, hardware, software, and configurations.
• Oversee inventory management of end user computing assets, ensuring accurate tracking, procurement, and lifecycle management.
• Ensure end user computing environments adhere to organizational security policies and standards.
• Implement and maintain endpoint protection measures, including antivirus, encryption, and patch management.