SME - Desk Side Services, AMT Asset Management Software
United Kingdom
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Job Description
SME - Desk Side Services, AMT Asset Management Software
Bristol, England

Job Summary

The Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction.

Deskside Support Group Manager\\\\r\\\\nPosition Summary:\\\\r\\\\nThe Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction.\\\\r\\\\nKey Responsibilities:\\\\r\\\\n• Supervise, mentor, and develop a team of deskside support technicians.\\\\r\\\\n• Oversee daily operations, ensuring timely resolution of incidents and service requests.\\\\r\\\\n• Establish and monitor performance metrics and service level agreements (SLAs).\\\\r\\\\n• Collaborate with other IT teams to coordinate projects and escalate complex technical issues.\\\\r\\\\n• Maintain inventory of IT assets and ensure compliance with company policies and procedures.\\\\r\\\\n• Manage customer communications and feedback to drive continuous service improvement.\\\\r\\\\n• Develop training materials and provide ongoing education for deskside support staff.\\\\r\\\\nQualifications:\\\\r\\\\n• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\\\\r\\\\n• 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.\\\\r\\\\n• Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting.\\\\r\\\\n• Excellent leadership, communication, and organizational skills.\\\\r\\\\n• Ability to manage multiple priorities and work effectively under pressure.\\\\r\\\\n• ITIL or similar service management certification is a plus

Key Responsibilities

Supervise, mentor, and develop a team of deskside support technicians. • Oversee daily operations, ensuring timely resolution of incidents and service requests. • Establish and monitor performance metrics and service level agreements (SLAs). • Collaborate with other IT teams to coordinate projects and escalate complex technical issues. • Maintain inventory of IT assets and ensure compliance with company policies and procedures. • Manage customer communications and feedback to drive continuous service improvement. • Develop training materials and provide ongoing education for deskside support staff.

Skill Requirements

Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting. • Excellent leadership, communication, and organizational skills. • Ability to manage multiple priorities and work effectively under pressure. • ITIL or similar service management certification is a plus.

Other Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). • 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.