Desktop Support Lead

A career at Arup offers you the chance to make a positive difference in the world. Independently owned and independently minded, we attract a diverse mix of people to work on ground-breaking global projects. We have an ambitious commitment to be the digital leader in the built environment and have digital teams and experts all over the world, who collaborate on world-leading software, data and technology projects and products. Being a global team means we value people with diverse experiences, backgrounds, specialisms and skills.

Our Digital Technology team are proud winners of the IT Team of the Year for 2021 at the Chartered Institute of IT’s UK IT Industry Awards.

**The role**

We have an exciting opportunity for a client services lead to join our team. The role is to work closely with the regional client services lead, assisting with client projects, communications, and operations across Canada. The role has a strong emphasis on building relationships, focusing on exceptional client (end user) experience and overall business satisfaction.

As client services lead, you’ll also provide oversight and line manage a team of analysts within the London office, while also performing some of the responsibilities of an analyst when required. The role is customer-service oriented and focuses on being proactive in anticipating and resolving technology issues and requirements staff may experience and providing exceptional advice and service to clients. This is a Level 2 support role in a typical IT support infrastructure.
- “I love the diversity of the role and the opportunity I have to make a real difference. I get a lot of satisfaction from mentoring others and watching them grow and develop into successful IT professionals. As a team, we work very closely with the business to ensure we are aligned and adding value.” - Matt, UK_
- You want to work in a challenging yet rewarding fast paced environment, undergoing significant digital transformation
- You have the enthusiasm and experience to lead and develop a diverse team across
- You have the ambition to drive and develop technology services and solutions

Responsibilities of the role include:

- Line management of the client services team working with the regional client services lead on the resourcing, planning, development and delivery of technology services within the office, ensuring proper governance and control and customer satisfaction
- Define, roll out, and ensure that technology standards and best practices are maintained in your office, including ITIL service management policies
- Be the primary contact with the office leadership, scheduling system outages, rollouts and distributing required comms.
- Work with the business to support winning work, supporting and creating solutions along the way for internal and client facing projects
- Manage the local office budget related to digital technology (eg. laptops, mobile phones)
- Communicate formally and informally through existing forums to stakeholders at all levels, including senior management
- Be responsible for local server rooms, including the coordination of contractors
- Demonstrate an ongoing commitment to professional growth in regional programs and project management establishing governance processes to ensure that the objectives are achieved
- Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
- Demonstrated customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
- Strong analytical skills - strong problem-solving skills, effectively evaluates information/data to make decisions and anticipates obstacles and develops plans to resolve
- Manages resourcing and priorities to respond to business requirements and ensures services meet agreed performance targets

**Examples of technology we use**:

- Personal computing (HP, Macintosh, etc.)
- Mobile computing (iPhone, iPad, Samsung etc. as outlined by office/regional policy)
- Microsoft Windows operating system, Macintosh OSx (limited)
- Microsoft Office 365 and associated services (e.g. OneDrive for Business, Teams)
- Video conferencing hardware/software based on global standards
- Office printers/copiers as outlined by office/regional policy

Please don’t be discouraged if you don’t meet every point below - if you meet most, and are strongly motivated by the role, and willing to learn, we are still interested in hearing from you.

**Requirements and skills**

**Essential skills and knowledge**:

- Experience working in a regional/global organization providing desktop support services in a Microsoft environment, some of which includes managing team(s) responsible for desktop/mobile support function
- Experience using service management platform such as ServiceNow (particularly for managing tickets)
- Track record of delivering succe