Desktop Operations Manager
ViacomCBS
London, UKThis was removed by the employer on 10/11/2017 10:55:00 AM PST
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Full Time Job
Desktop Operations Manager
London, Camden Town
Permanent
Our Technology team are looking for an experienced Desktop Operations Manager to become an important member of the Global Client Services Team. You will be responsible for the London Desktop service operations and the day to day desktop service operations across over 1000 employees.
This is great opportunity for you to bring together technical skills and line management responsibility. You’ll be accountable for service excellence and continual service improvement, this position will actively engage with all of the various Viacom business areas located in the London headquarters ensuring that service is fully aligned at all times
Your responsibilities will include managing the London Desktop Services Team of 5 full time analysts and additional support contracted staff. As manager you will create a motivated and customer focused department that is recognised as a key partner by the London based business operation teams. This role sits within an international team and you will be expected to represent the UK at an international level with potentially some international travel.
Additional responsibilities include;
• Maintain the Service Now Asset Management database in relation to allocated business user.
• Managing Service escalations with a view to remediate fast and follow up with transparent process improvements and training.
• Proactively “plugged in” to new service initiatives and projects, being instrumental in the Service profile design to ensure the team can deliver on SLA and operational reliance.
• Promoting innovation and creative problem solving and demonstrating measurable value when supporting business initiatives.
• Participating in driving UK service requirements at the global MTS level whilst also implementing Global initiatives locally to best support MTS (Media and Technology Services) standards.
• Representing London at the International Operations Meetings and proactively participating in the creation of an International Desktop Services community, sharing “best practise” and innovation ideas.
• Instrumental in the transition of new services into the London based environment whilst ensuring they are realistically maintainable within customer expectations.
Key skills/attributes;
• Excellent customer services skills with experience dealing with people at all levels
• An experiences people manager with proven track record of managing Technology Service teams
• Demonstrable knowledge and experience gained from working in an ITIL environment.
• A good knowledge of project management methodology and Service Transition
• Experience as a process owner
• Experience managing contracts and vendors
• Excellent technical knowledge and experience of Microsoft infrastructure applications (Active Directory, Group Policy, SCCM).
• Excellent technical knowledge and experience of Apple products within a corporate environment (Casper, Ad binding etc)
• Key Qualifications including, Microsoft Qualification – MSTS / MCP, Apple Certified Support Professional (ACSP) 10.10, ITIL Practitioner qualification
• Attentive and Diplomatic Listener; particularly when dealing with clients.
• Able to explain Technical concepts to Technical and non-Technical people
This job description is a guide to the work you will be initially required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment and as your experience grows you will be expected to broaden your tasks, suggest improvements, solve problems and enhance the effectiveness of the role. THIS FORM SUMMARISES THE MAIN ASPECTS OF THE JOB BUT DOES NOT COVER ALL THE DUTIES THAT THE JOB HOLDER MAY HAVE TO PERFORM.