Head of 2nd Line Support & Hardware Asset Management

  • Permanent
  • Cirencester, South West
  • Posted 11th March 2019
  • £50000.00 - £55000.00 per Annum + 50% Bonus, £8k Car, 10% Pension
  • Ref: 71857
Head of 2nd Line Support & Hardware Asset Management required by market leading, award winning financial services organisation based in Cirencester. The Head of 2nd Line Support & Hardware Asset Management will lead, direct and manage the desktop support and hardware acquisition and distribution functions within Tech Ops, delivering a high-quality service to all of our client's locations. This includes the leadership and management of the 2nd line support team, remote engineers and the Hardware Asset team as well as suppliers delivering the full end to end lifecycle of computing and printing assets to the user community in all locations.

Key Responsibilities:
*Line management and leadership of the teams and remote national support engineers, ensuring the teams are motivated and developed to provide a high-level of customer
*Lead and manage the delivery of the computing and printing assets
*Providing technical direction and guidance for the team for day to day challenges and ensuring appropriate future technical direction
*Escalation point for dealing with service issues and dissatisfied customers
*Devise and continually update future strategic direction about hardware refresh and desktop support technology and processes
*Resource capacity management, including future forecasting to support the SJP growth strategy
*Ensure the management of work levels through the team leads to ensure delivery to target SLAs and effective communication to customers
*Management and oversight of third-party suppliers to agreed delivery targets (Storm, Prism, Ricoh)
*Continually striving to improve the service provided through review of technology, processes and organisations to ensure operational excellence and continual service improvement for the service provided
*Build relationships with project delivery teams to ensure that early input is achieved in projects and effective onboarding into support
*Understand the financial budgets and drive efficiencies within the service and hardware acquisition processes
*Build and collaborate with peers in the Technology Operations function to ensure the area works effectively and efficiently together

Required Skills:
*Previous experience within an IT management role
*Ability to listen, understand technical requirements and complexities of access to various systems to enable effective delivery of the service
*Strong leadership and motivational skills with a proven track record of high-quality service delivery
*Ability to operate at a senior level, inputting to strategy and direction of the Operations team
*Experienced with budget management
*Excellent verbal, written, and telephone communication skills
*Ability to solve operational, technical and delivery support issues
*Knowledge of hardware provisioning and desktop support requirements in large organisations with multiple locations.
*Experience of working with suppliers and adoption of supplier management governance model
*Ability to manage delivery of the service through effective integration of internal activities with those provided by third parties
*Ability to cope in a continually developing and evolving environment

*Ability to review and negotiate contracts with suppliers
*Financial Services knowledge

Required Technical Knowledge & Qualifications:
*Vendor management skills
*Technical knowledge of asset management processes
*Technical knowledge desktop support requirements, challenges and solutions
*Knowledge of the application of automated systems to the support of specific business systems, functions and processes
*Good literacy of MS Office 365
*Qualified in ITIL
*Knowledge of ServiceNow and other tools to manage asset acquisition

This excellent role comes with a basic salary to £55,000 p/a, an 50% annual bonus split between cash and shares, an £8,000 car allowance, a 10% non-contributory pension, 25 days holiday, BUPA, life cover plus many more.

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