Global IT Helpdesk Manager Full Time

Department: Tech – IT

Location: Oxford, UK

Description

We are excited to offer an exciting new opportunity for an experienced IT Site Support (Deskside Support) Manager to lead our global team of site/deskside support agents.

This role is central to Aurora’s IT support strategy, ensuring seamless global operations and delivering measurable outcomes, including improved service delivery, reduced incident recurrence, and high customer satisfaction.

As the IT Site Support Manager, you will inspire and develop a high-performing team of skilled analysts and third-party providers, fostering a dynamic and customer-focused IT culture committed to excellence. You will oversee the resolution of local IT issues ensuring support requests are resolved within agreed Service Level Agreements (SLAs) to minimise business disruption. Additionally, you will manage the full lifecycle of end-user devices and IT assets, from onboarding to decommissioning, while ensuring compliance with security, performance, and lifecycle standards.

A champion of Continual Service Improvement, you will refine internal processes and escalation procedures to enhance operational efficiency and service quality. Your leadership will be critical in delivering measurable outcomes, including improved service delivery and operational efficiency, while making a meaningful impact on the end-user experience.

If you are a proactive leader with a passion for technology and delivering exceptional support, we’d love to hear from you!

Key Responsibilities

Leadership and Team Management:

• Lead and mentor the Global Site Support team, fostering a collaborative and high-performance culture
• Develop team capabilities through training, coaching, and performance feedback to ensure high-quality support delivery

Operational Oversight:

• Ensure the timely resolution of site support tickets in compliance with Service Level Agreements (SLAs)
• Monitor and prioritise ticket queues to minimise user downtime and improve service efficiency
• Manage third-party vendors to deliver a cost effective and seamless global on-site support service, ensuring compliance with Aurora’s SLAs and quality standards

Device and Endpoint Management:

• Oversee the full lifecycle management of end-user devices, including procurement, configuration, patching, security compliance, and decommissioning
• Own and manage the end-user tech refresh lifecycle, from planning and procurement to deployment and decommissioning
• Implement and enforce consistent policies for endpoint management and proactive device monitoring
• Conduct periodic device standards assessments to ensure alignment with business needs
• Oversee the full lifecycle management of AV devices, including procurement, installation, configuration, and patching

IT Asset Management:

• Maintain the accuracy and integrity of IT Assets within the Asset Management system. Ensure all assets are tracked and updated throughout their lifecycle

Problem Management:

• Support problem management processes by conducting root cause analysis and implementing permanent solutions to prevent recurring incidents

Knowledge Management:

• Enhance the IT Support Knowledge Base, ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users

Performance Monitoring and Reporting:

• Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement
• Provide insights and recommendations to improve service reliability and operational efficiency

Skills, Knowledge and Expertise

Required attributes:

• Leadership and Team Management: Proven ability to lead, coach, and develop a global team, promoting a positive work environment and managing performance effectively
• Technical Expertise: Strong understanding of IT support principles, including hardware/software troubleshooting, AV equipment, endpoint management, and IT asset lifecycle management. Experience with common Office 365 productivity tools and collaboration platforms
• Customer-Centric Mindset: A commitment to delivering exceptional end-user experiences and fostering a customer-focused support culture
• Proactive Mindset: Self-motivated, with a demonstrated ability to anticipate challenges, identify opportunities, and take the initiative to improve processes and outcomes
• Service Management: Familiarity with ITIL processes and service management best practices
• Collaboration and Stakeholder Engagement: Strong ability to build relationships with internal teams, third-party vendors, and stakeholders, ensuring alignment with business goals
• Problem-Solving Skills: Ability to analyse complex issues, prioritise tasks, and implement solutions efficiently
• Adaptability: Resilient in handling change and adept at navigating a global support environment with diverse requirements and constraints
• Process-Oriented Mindset: Experience creating and enforcing standard operating procedures to maintain a consistent service level

Desirable attributes:

• Attention to Detail: High standards for accuracy and quality, particularly in managing IT assets, processes, and reporting
• Project Management Experience: Familiarity with project management principles to assist with cross-functional initiatives and process improvement projects
• Knowledge Management: Experience in maintaining an up-to-date knowledge base and ensuring information is accessible and clear for service desk personnel
• Continuous Improvement Mindset: Experience in driving continuous improvement and embracing best practices in IT operations and service delivery
• Data-Driven Approach: Ability to analyse service desk data and metrics to identify trends, assess performance, and make data-driven decisions
• Security Awareness: Awareness of IT security principles and best practices, with experience ensuring compliance with security standards and protocols

What we offer

Some of the benefits we include are:

• Private Medical Insurance
• Dental Insurance
• Parental Support
• Salary-Exchange Pension
• Employee Assistance Programme (EAP)
• Local Oxford Discounts
• Cycle-to-work Scheme
• Flu Jabs

At AER, we are committed to offering flexibility in the way we work. Most of our roles are hybrid with a mix of in-office/home working and potentially adjustable working hours. Let’s discuss what works for you and AER during the interview process.

The Company is committed to the principle that no employee or job applicant shall receive unfavourable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy, and maternity.

To apply, please submit your Résumé / CV, a personal summary, your salary expectations and please inform us of your notice period.

Unfortunately, we are unable to accept applications via email, telephone, or social media platforms. To be considered for this position, please submit your application using the link provided. Applications submitted through any other channel will not be reviewed.