Head of Service Desk/Support EMEA

As a key member of our global technology team, you will be responsible for managing the Helpdesk teams in both the UK and Europe, ensuring a seamless delivery of customer service excellence in a financially regulated environment. Your primary objective will be to understand the business needs thoroughly and provide technical guidance to empower our workforce in their daily operations.

You will play a crucial role in crafting and executing a comprehensive IT hardware and helpdesk strategy on a global scale. Your objectives will include developing strategies that align with the firm's business, cost, and regulatory objectives, as well as managing staffing capacity and technical proficiencies to enhance user experience.

Key Responsibilities:

Spearhead the design and implementation of global desktop hardware and conference room technology strategies, driving improvements in user experience.

Lead and mentor the Helpdesk teams, fostering a customer-centric approach and serving as a point of contact for complex technical issues.

Analyze Helpdesk ticket resolution performance, identifying and addressing pressing issues through collaboration with relevant stakeholders.

Oversee the development and communication of help topics and FAQs for end-users, ensuring digital literacy across the organization.

Manage vendor relationships for software and hardware licenses, contributing to budget proposals and operational expenditure planning.

Skills and Requirements:

You MUST stem from an Asset Management/financial or high-pressured demanding environment and be used to working to tight deadlines.

Demonstrated experience in leading IT Helpdesk teams and implementing global IT helpdesk strategies, preferably with 8-12 years of experience in a fast-paced global business environment.

ITIL certification is preferred.

Exceptional interpersonal skills with a focus on expedited problem-solving and client experience.

Proficiency in supporting Microsoft 365 tools in a hybrid work environment, alongside expertise in diagnostic utilities and troubleshooting.

Strong leadership capabilities with a proven track record in SLAs, KPIs, and Service Desk deliverables.

Budget forecasting and management skills, including vendor coordination.

In-office presence required, with a minimum of 4 days per week and occasional travel to various locations.