EUC Service Delivery Manager
5 days ago
Leatherhead
Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures. We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey. Why Bytes? • Over 800 staff (plans to double in size over the next 5 years), • Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin., • Winners of an array of industry awards, • Sunday Times Top 100 Best Places to Work, • Excellent training and career prospects offered, • Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events, • Supporters of 85+ charities with strong commitment to diversity and sustainability PURPOSE OF JOB: The End User Compute (EUC) Service Desk Manager reports into the Head of IT and is responsible for managing and leading the IT Service Desk team to deliver high-quality, customer-focused support services. The role oversees day-to-day Service Desk operations, Service Improvement, Identity & Access Management (IAM), Software Provisioning, and hardware provisioning/procurement for laptops, mobile devices and other such devices. This position ensures end users receive timely, effective, and secure IT support that aligns with business needs and industry best practices. You will be responsible for: • Lead and manage the IT Service Desk team to deliver high-quality end user support, ensuring incidents and requests are resolved within agreed SLAs., • Oversee Identity & Access Management (IAM), including user lifecycle processes, access controls, and compliance with security standards., • Manage the end-to-end hardware provisioning process for laptops and mobile devices, including procurement, deployment, lifecycle management, and asset tracking., • Define and enforce device standards, configurations, and security controls using tools such as MDM and endpoint management platforms., • Drive continual service improvements through automation, self-service solutions, knowledge base development, and performance reporting., • Collaborate with IT and business stakeholders, acting as the point of escalation for critical issues and ensuring excellent customer experience. KEY RESPONSIBILITIES: Service Desk Management • Lead, mentor, and develop the Service Desk team to deliver excellent customer service and technical support., • Ensure efficient handling of incidents, service requests, and escalations within defined SLAs., • Develop, monitor, and report on KPIs/metrics to track Service Desk performance and user satisfaction., • Drive continual service improvement initiatives, including automation, self-service portals, and knowledge base development., • Manage vendor relationships where third-party support services are involved. Identity & Access Management (IAM) • Oversee user lifecycle management (joiners, movers, leavers) and enforce access control policies., • Ensure compliance with security standards, governance, and audit requirements., • Implement and maintain IAM processes to support role-based access and least privilege principles., • Collaborate with Security teams to monitor access risks and remediate issues. Hardware Provisioning (Laptops & Mobile Devices) • Manage the procurement, provisioning, deployment, and lifecycle of laptops and mobile devices., • Define and enforce device standards, configurations, and security controls (e.g., MDM, encryption)., • Maintain accurate inventory and asset management records., • Ensure timely delivery of hardware to new hires and replacement devices to existing staff., • Collaborate with vendors and suppliers to manage stock, warranties, and support contracts. Leadership & Collaboration • Act as the primary point of escalation for critical end-user IT issues., • Build strong relationships with business stakeholders to understand needs and ensure effective IT service delivery., • Work closely with Infrastructure, Security, and Application teams to provide integrated support services., • Manage budgets related to EUC services, including hardware and software licensing costs. INDIVIDUAL RESPONSIBILITIES • Work with Head of IT and other stakeholders to fulfil IT strategy, • Create processes to maintain high-quality EUC Service Desk services consistently., • Manage and develop team members ensuring both organisational and personal objectives are met, • Manage staff levels to ensure that the EUC Service Desk can meet business demands, • Define, maintain and monitor documentation, delivery standards and working practices across the team, • Ensure requests are properly managed and delivered in line with SLA's QUALIFICATIONS, EXPERIENCE & SKILLS Educational Qualifications • ITIL Framework - DESIRABLE Professional Qualifications • Proven experience managing an IT Service Desk or End User Computing function - ESSENTIAL, • Strong knowledge of ITIL practices and Service Desk operations. - ESSENTIAL, • Experience with IAM processes and tool. - ESSENTIAL, • Knowledge of device management platforms. - ESSENTIAL, • Excellent leadership, people management, and stakeholder communication skills. - ESSENTIAL, • Strong problem-solving ability and a customer-first mindset. - ESSENTIAL, • Work within ITIL framework. - ESSENTIAL Years of Experience • Hold a similar role in a large team - ESSENTIAL Other Requirements • Experience with automation and self service solutions - DESIRABLE, • Knowledge of compliance frameworks (ISO 27001, GDPR, etc..) - DESIRABLE Core Competencies & Skills • Ability to review, create, develop and effectively implement business processes., • Good organisational and people management skills., • Excellent communicator (Written & Oral), • Effective problem solver and trouble-shooter with strong Commercial awareness, • Ability to work under effectively under pressure and under own initiative, • Presentable and articulate with ability to demonstrate and build confidence/credibility with staff, • Methodical and organised with attention to detail, • Ability to thrive in a fast-paced, dynamic environment.
