Desktop Technician Lead - Manchester, United Kingdom - AQA

Description

Description

Summary


Purpose:

The Desktop Technician Lead will be responsible for managing a team of Desktop Technicians within the Desktop team across multiple sites.

The Desktop Technicians are responsible for the delivery of many aspects of the Desktop service.

These relate to Incident Management/resolution, IT Request fulfilment (via Service desk), the Hardware Asset Management processes and the fulfilment of the Daily Checks and KPIs.

Job title:
Desktop Technician Lead


Business Area:
Desktop Team


Department:
Enterprise Tech


Purpose:

The Desktop Technician Lead will be responsible for managing a team of Desktop Technicians within the Desktop team across multiple sites.

The Desktop Technicians are responsible for the delivery of many aspects of the Desktop service.

These relate to Incident Management/resolution, IT Request fulfilment (via Service desk), the Hardware Asset Management processes and the fulfilment of the Daily Checks and KPIs.

Landscape:

Managing the Desktop Technicians, the Desktop Technician Lead reports into the Desktop Team Manager who in turn reports into the Director of Enterprise Technology.

On a day-to-day basis the Desktop Technician Lead will be responsible for the delivery of deskside IT Support to our internal Customers across all AQA sites.

The Role has daily contact with our other internal IT Teams including the Service Desk team, the Wider Desktop Team and the Infrastructure team and internal customers.

This will include face to face support at the SmartBar, deskside support in the office and remote support for colleagues working in other offices or at remote locations.

This role involves managing a very busy Summer Series where we expect to increase our staff numbers by an additional approx.

800 staff between March and September


Activities:

Line management of Desktop Technicians ensuring clear SMART objectives are agreed, monitored, and team members are supported to achieve them.

Responsible for ensuring Desktop Technicians have Personal Development plans and are supported to achieve them.
Provide first and second line support of Windows, desktop, laptop, mobile and associated applications.

Manage the IT Equipment rolling replacement program to ensure maximum value is derived from our IT Hardware purchases being sure to follow the IT Assem Management processes.

Monitor and manage the Service Desk call queues to ensure that IT Incident and Request calls are picked up and actioned within SLA and call quality standards.

Liaising with Service Desk colleagues and Desktop Analysts to share knowledge or to escalate incidents that cannot be resolved by the Desktop Technicians.

Perform allocated service maintenance and systems support tasks as required, carrying out routine checks in accordance with procedure and liaising with Desktop colleagues as required Responsible for ensuring the Daily Tasks and KPIs are completed and resourced.

Follow, review, and define established processes for the management for Hardware and software assets.

Ensure Standard Operating procedures are rigorously and clearly understood by Desktop Technicians seeking opportunities to continually review and improve them.

Define, deliver and measure KPIs for the ongoing delivery of Desktop Services.
Ensure that Knowledge of technologies and services is documented and shared with desktop Technicians and Service Desk colleagues.

Support Summer Series by liaising with business stakeholders from operational teams, ensuring that any IT equipment/software requirements are fully captured, understood and planned for ahead of when required.

Liaising with the workplace team to ensure any series related office setups are completed in good time.

To be successful in this role, you will need to know:
Clear understanding of ITIL Foundation for the management of Incidents and Requests
Knowledge and understanding of managing a mainstream desktop computing environment in a corporate environment.

Good technical knowledge of following key Microsoft technologies required for the management of our corporate Desktop environment:Windows 10 – How to diagnose and troubleshoot issues.

Microsoft Intune – Understand how to monitor mobile and windows devices, security, feature and quality updates, Endpoint Security, Users and Groups.

Microsoft AutoPilot – How to prepare devices to be built and being able to troubleshoot and diagnose any issues with the process
Management of Configuration Profiles
Experience of configuring/supporting Microsoft Office 365 suite of applications.

Be comfortable managing staff across multiple sites in a busy workplace with multiple demands on resources and often conflicting priorities.

Be confortable liaising with our customers and other key stakeholders in the delivery of the Desktop service. Stakeholders including Service Delivery Manager, Service Desk Manager, Desktop Manager, Infrastructure Manager, Department Heads/ Team Leaders of Operational Teams involved in Summer Series Delivery

Must Embody the AQA Values and behaviours of Customers front and centre, Step up, Shape Tomorrow, Work and Learn together and Results matter.

Basic understanding of project management methodologies as you will be involved in the delivery and support of Desktop team projects.

Desirable Skills
Administration, management and support of Microsoft Entra ID
Administration, management and support of Microsoft Defender for Endpoint
Administration, management and support of Microsoft Always On VPN
Administration, management and support of Microsoft Azure Virtual Desktop (AVD)