Service Desk Manager / Desktop Support Manager£60k Package, London Bench IT are looking to onboard a Service Desk Manager/ Desktop Support Manager to manage a support team of 6 engineers for a dedicated managed support service working on site for a Global Asset Manager. The successful candidate should have the skills and experience included below; Day to Day team management and resource scheduling of 1st and 2nd support teams. Maintain high satisfaction levels and meet or surpass agreed service level agreements. Management and Performance Reporting, monitor and report on agreed SLA''s. Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management. EUC technical skill set: Windows 10/11, Active Directory, O365, Intune With a minimum of 3 years of Technical Support Lead experience, the lead will manage their local regional team and service level with regional handoffs as required. The EMEA Desktop Support Manager/Team Leader will expected to interlock with the APAC Team Leader. High priority incidents are to be worked on collaboratively using a follow the Sun model. Interaction with peers in APAC as part of continuity of Global Service. The Support Manager will be expected to regularly feed into the Continuous Service Improvement Plan (CSIP) for the service provider; providing trend analysis and recommendations. Ensure our support teams consistently exceed customer expectations.Service Desk ..... full job details .....