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EMEA Desktop Support Manager/Lead Infra Operations Consultant
3 months ago
Apply locations London, Warwick Court time type Full time posted on Posted Today job requisition id 71707 There is a place for you at T.
We are a premierassetmanagerfocused on delivering global investment management excellence and retirement services that investors can rely on today and in the future.
We invite you to explore the opportunity to join us and grow your career with us.As t he EMEA Desktop Support Manager you will be responsible for leading and manag ing a team of support engineers who provide technical support to our internal customers across the EMEA region.
The role is responsible for overseeing day to day operations , managing business relationships and technical escalations , ensur ing service levels are met, and talent developmen t .
You will also be responsible for executing on the desktop support strategy , driving innovation and continuous improvement .The role acts as the primary contact for business leadership for escalation of technical issues, production problems, and inquiries .
Partnering with EMEA business leadership and Technology leadership to ensure that needs are understood and met.Rowe Price offer s an a gile, flexible working environment with occasional o ff-hour and weekend support required to provide emergency Business Continuity or other critical support as needed .
The role is identified as a core/critical function with the main work location being in the office.Manage all aspects of the EMEA Desktop Support team , oversee day to day operation s and ensure the team are achieving the ir goals aligned to the strategy .
Build and maintain business relationship s with internal customers, stakeholders, vendors, and ensure effective communication and collaboration.Partner with Technology leaders and Business leaders to understand and meet requirements .
E nhanc ing the customer experience , through excellent service delivery and support ing the adoption of new technologies .
Monitor and report on support metrics, such as tickets volume, resolution time and customer satisfaction.Partner with stakeholders to support asset management processes including full lifecycle management.
Stay updated on the latest desktop technologies, trends, and best practices, and provide recommendations and guidance to the desktop support team and the internal customers .
Support s the team to escalate and m anage significant (Critical Situation – CritSit) situations, break/fix , i nstallation of software , upgrades , projects as needed.
Manages team resourcing needs and partners with leadership on planning.At least 5 years of experience in desktop support, with at least 2 years of experience in managing a support team.
Strong customer service and communication skills, with the ability to interact effectively with different levels of internal customers and stakeholders .
Strong technical background on desktop hardware , operating systems, and software, including systems such as ServiceNow, O365, Citrix , SCCM and Active Directory.
Strong leadership and management skills, with the ability to motivate, coach, and develop a high performing team.Good understanding of mobile devices and enterprise solutions that support them (e.g., Mobile Application Management)
Strong technical skills including a good understanding of networks, operating systems, cloud applications, scripting languages: (PowerShell , Python and DOS Batch files ) and problem solving .
Experience with customer support and troubleshooting of Citrix , Thin Clients and multi- factor authenticationPrevious experience with Mobile Device Management (MDM) systems : MobileIron , JAMF , InTune
Experience supporting Zoom and Teams video conferencing on multiple devices and in VTC rooms.
A n experienced Technology leader with outstanding problem solving , team management and collaboration skills will excel in this position .
This role supports working from home one day per week.Commitment to Diversity, Equity, and Inclusion:
When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients.
Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community.
Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race.We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, colour, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
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