Overview
The Tech Desk team is responsible for delivering secure, compliant, and innovative technical support services across all South Wales offices. The team manages the full lifecycle of endpoint devices and platforms, ensuring operational excellence, security, and customer satisfaction. The Tech Desk Manager leads the team and collaborates with IT leadership and business stakeholders to drive digital transformation and service improvement. The Tech Desk Manager provides strategic leadership and operational oversight for technical support services, with a strong focus on supplier management and technical capability. This role is accountable for defining and executing technology strategies for the end user computing environment and ensures the delivery of high‑quality, secure, and compliant services. The manager is responsible for mentoring leads, driving continuous improvement, and maintaining the highest standards of service and compliance.
Responsibilities
* Lead all aspects of supplier management for end point devices, ensuring compliance, service levels and contractual obligations are met.
* Develop and maintain strong relationships with third‑party suppliers and partners to optimise service delivery and cost‑effectiveness.
* Provide guidance to the procurement processes for technical assets and services, ensuring compliance with organisational policies and financial governance.
* Manage budgets, forecasts, and resource planning for technical support services.
* Oversee the configuration, deployment, and optimisation of endpoint devices (Windows, macOS, virtual desktops, mobile) using platforms such as Intune, SCCM, VMware Horizon, and Autopilot.
* Develop and maintain technology standards and roadmaps, championing innovative solutions to enhance productivity and security.
* Ensure robust incident, problem, and change management processes, driving timely resolution and root cause analysis of complex technical issues.
* Ensure knowledge articles are being completed and driven to first line support.
* Oversee endpoint security, compliance, and patching, applying frameworks such as CIS, AppLocker, and Group Policy.
* Maintain accurate asset records and manage the full lifecycle of technical assets, including procurement, deployment, maintenance, and secure disposal.
* Lead the endpoint device logistics strategy, optimising lifecycle management, availability and distribution to deliver a seamless and efficient end user service.
* Lead the evaluation of end user devices to ensure appropriate choice for colleagues. Supporting the negotiation of contracts regarding end user devices.
* Drive automation and process improvement through scripting and workflow optimisation.
* Lead, coach, and develop Tech Desk Leads and Analysts, setting clear departmental goals and fostering a culture of technical excellence and customer focus.
* Act as the senior escalation point for technical and operational issues, supporting professional growth and daily priorities.
* Promote outstanding customer service and build strong relationships with stakeholders.
* Work closely with IT architects, security, and business teams to deliver integrated solutions and support digital transformation.
* Analyse service metrics, identify trends, and implement continuous improvement initiatives to enhance reliability, performance, and user satisfaction.
* Ensure adherence to IT policies, security standards, and regulatory requirements.
* Oversee budget management, procurement, and resource planning for technical support services.
Qualifications
* Extensive experience leading technical support or end‑user computing teams across Windows, macOS, Azure AD, and virtual desktop environments.
* Advanced experience with endpoint management and deployment platforms, including Intune, SCCM, and VMware Horizon.
* Experience supporting and managing Apple devices within an enterprise environment.
* Strong experience in endpoint security, compliance, and vulnerability management, with a focus on maintaining secure and resilient environments.
* Proven people management experience, including coaching, mentoring, and developing technical teams.
* Strong communication and stakeholder management skills, with the ability to resolve complex technical and operational issues effectively.
* Experience working with ITSM tools, asset management processes, and service improvement frameworks such as ITIL.
* Experience managing third‑party suppliers and delivering technical or service‑related projects.
* Demonstrates a strong customer‑focused mindset, with a commitment to delivering high‑quality end‑user support.
* This role is office‑based due to the high level of customer interaction and on‑site technical support required.
* ITIL Foundation or higher certification.
* Experience with cloud‑based technical solutions and modern workplace technologies.
* Proficiency in scripting and automation.
This role is not a full definition of the role but covers the main aspects and drivers for success.
Benefits & Workplace Culture
We are an inclusive company that values diversity, belonging, and a people‑first culture. Hybrid role: required to work in Cardiff on a weekly basis.
Benefits include: Up to £3,600 of free shares each year after one year of service; 33 days holiday (including bank holidays) at joining, increasing with tenure to up to 38 days; option to buy or sell up to five additional days of annual leave; recognition as a Great Place to Work for Women, for Wellbeing, and overall for 25 years.
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