Technical Services Manager - End User Compute

Responsible for the provision and management of the current Desktop Image build infrastructure (SCCM/Intune), ensuring the environments update regularly and all tools within are used effectively. Responsible for the provision and management of the current Virtual Desktop Image build infrastructure (Citrix Virtual Apps and Desktop), ensuring the environments update regularly and all tools within are used effectively. Responsible for the deployment and maintenance of streamed applications via Citrix Virtual Apps Overall responsibility for managing policy and application delivery of the Trust mobile device management solution (Intune). Ensuring applications are delivered to the correct devices as required. Audit desktop computing hardware and software and maintain accurate configuration data. Support the ICT Service Desk for End User Device related issues as well as mentor/guide the Service Desk Analysts and Second Line Support teams on the process of troubleshooting end user related issues
following a formal process and providing detailed supporting documentation. Provide effective technical support and fault resolution with timely feedback to users, adhering to ITIL standards and Technical SLAs. Produce and maintain resources for staff such as help sheets, user guides and other electronic materials as well as providing user training. To ensure endpoints are secured in line with security policies and other security procedures are followed, to maintain a working knowledge of potential threats and to implement counter-measures. Supporting the Senior Technical Services Manager in managing suppliers to ensure the business receives value for money and the service provided meets the SLAs put in place. Work closely with Infrastructure teams to ensure ongoing alignment towards the target architecture. To develop the Digital workspace by supporting the integration and developments of the EUC environment that fit within the Digital strategy including Single-sign-on technology. Adhere
to change management procedures when implanting change on systems Ensure that all staff comply with appropriate legal, local trust policies and statutory requirements, including health and safety, accident/incident reporting incorporating responsibilities into objectives as appropriate. Participate in team, professional and personal development activities and promote a commitment to continuous development and improvement. Undertake other duties commensurate with this grade and nature of the post as allocated by the Manager. Champion internal process improvement to ensure that appropriate documentation is formulated for system configuration and operational policies using ISO:9001 QMS departmental standards. Drive performance upwards against given targets in ServiceNow using Key Performance Indicators (KPIs) to measure performance. For further details please see the attached job description