Global IT Site / Deskside Support Manager

We are excited to offer an exciting new opportunity for an experienced IT Site Support (Deskside Support) Manager to lead our global team of site/deskside support agents. This role is central to Aurora’s IT support strategy, ensuring seamless global operations and delivering measurable outcomes, including improved service delivery, reduced incident recurrence, and high customer satisfaction. As the IT Site Support Manager, you will inspire and develop a high-performing team of skilled analysts and third-party providers, fostering a dynamic and customer-focused IT culture committed to excellence.

You will oversee the resolution of local IT issues ensuring support requests are resolved within agreed Service Level Agreements (SLAs) to minimise business disruption. Additionally, you will manage the full lifecycle of end-user devices and IT assets, from onboarding to decommissioning, while ensuring compliance with security, performance, and lifecycle standards. A champion of Continual Service Improvement, you will refine internal processes and escalation procedures to enhance operational efficiency and service quality.

Your leadership will be critical in delivering measurable outcomes, including improved service delivery and operational efficiency, while making a meaningful impact on the end-user experience. If you are a proactive leader with a passion for technology and delivering exceptional support, we’d love to hear from you! Leadership and Team Management:Lead and mentor the Global Site Support team, fostering a collaborative and high-performance culture Develop team capabilities through training, coaching, and performance feedback to ensure high-quality support delivery Operational Oversight: Ensure the timely resolution of site support tickets in compliance with Service Level Agreements (SLAs) Monitor and prioritise ticket queues to minimise user downtime and improve service efficiency Manage third-party vendors to deliver a cost effective and seamless global on-site support service, ensuring compliance with Aurora’s SLAs and quality standards Device and Endpoint Management: Oversee the full lifecycle management of end-user devices, including procurement, configuration, patching, security compliance, and decommissioning Own and manage the end-user tech refresh lifecycle, from planning and procurement to deployment and decommissioning Implement and enforce consistent policies for endpoint management and proactive device monitoring Conduct periodic device standards assessments to ensure alignment with business needs Oversee the full lifecycle management of AV devices, including procurement, installation, configuration, and patching IT Asset Management: Maintain the accuracy and integrity of IT Assets within the Asset Management system.

Ensure all assets are tracked and updated throughout their lifecycle Problem Management: Support problem management processes by conducting root cause analysis and implementing permanent solutions to prevent recurring incidents Knowledge Management: Enhance the IT Support Knowledge Base, ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Required attributes: Leadership and Team Management: Proven ability to lead, coach, and develop a global team, promoting a positive work environment and managing performance effectively Technical Expertise: Strong understanding of IT support principles, including hardware/software troubleshooting, AV equipment, endpoint management, and IT asset lifecycle management.