Job Summary We are looking for an on-site Desktop Operations Manager that will oversee the local desktop operations function and co-manage our client.

Role: Desktop Operations Manager - Field Services

Language: Local language and English

We are looking for an on-site Desktop Operations Manager that will oversee the local desktop operations function and co-manage our client.

Primary Responsibilities

- Desk side Support Management
- Manage Team that provides Incident Management, Request Services to our client
- SLA Management including Incident and Requests
- Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity)
- Vendor Management
- Customer Relationship Management
- Regular meetings with Team and Client
- Work with other members of the general management team in Desktop Support and Service Desk to enhance the delivery globally.
- Provide leadership to the Desktop Support Team including coaching as required
- Reporting and MIS
- Assist with scoping small/midsized projects and oversee

Skills, Experience and Qualification RequiredBusiness Skills

- Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization
- Understanding of Financials, including cost control, project revenue/costs

Personal Skills

- Speak Local Language and English Language. Any other European Languages are an advantage
- Strong customer service and team management skills
- Ability to manage/motivate people and teams
- Must be detail oriented and self-motivating




- Strong Written and Verbal Communication Skills at senior level
- Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
- Flexibility with respect to time - client deliverables need to be met with a Can-do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Must be detail oriented and self-motivating
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritise, Working Under Pressure, Impartial - Working on behalf of Clients

Technical Skills

- Excellent understanding of End User IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphones and industry-wide operating systems and applications i.e. Windows 7
- Detailed understanding of IT Infrastructure in a Corporate Environment - Server/Network/Database
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e.

Windows 7, MS Office, Outlook etc.

Location Location of work will be the client offices in Barcelona.

Minimum Qualification and Experience

- 8 years End user computing experience, with at least 3 years in a management role leading a team(s)




- Strong Analytical and Data Analysis Skills using Microsoft Excel (pivot tables/vlookups etc..) and other reporting tools
- Exposure to Finance i.e.

Budget

Control, Project Pricing Proposals.

Key Responsibilities

- Desk side Support Management
- Manage Team that provides Incident Management, Request Services to our client
- SLA Management including Incident and Requests
- Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity)
- Vendor Management
- Customer Relationship Management
- Regular meetings with Team and Client
- Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
- Provide leadership to the Desktop Support Team including coaching as required
- Reporting and MIS
- Assist with scoping small/midsized projects and oversee

Skill Requirements

- Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization
- Understanding of Financials, including cost control, project revenue/costs

Other Requirements

- Excellent understanding of End User IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphones and industry-wide operating systems and applications i.e. Windows 7
- Detailed understanding of IT Infrastructure in a Corporate Environment - Server/Network/Database
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7, MS Office, Outlook etc.

📌 Domain Architect - Desk Side Services, AMT Asset Management Software (España)
🏢 Hcl Technologies
📍 España