Desktop Support Manager, Hogarth

WPP is the transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 accomplished people in 110 countries. We create transformative ideas and outcomes for its clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 325 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100.

WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We are quoted on the London Stock Exchange and the New York Stock Exchange. Key performance indicators for WPP (2020) include Billings of £46.9bn and Revenue of £12bn.

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Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is WPP IT’s mission to enable everyone to collaborate, create and thrive. WPP IT is transforming to create our future IT together that will support the world’s largest creative transformation company. 

The Desktop Support Manager will report into the Hogarth Regional Technology Director and is expected to contribute to the overall development of WPP IT strategy as well as oversee its implementation in North America. This strategy covers the use of technology throughout the business and includes timely and efficient first line technical support to all users, both in-person, and remote. The Desktop Support Manager will oversee all aspects of desktop support, serving as an escalation point for the team as well as being hands on when necessary. 

What you'll be doing:

• Manage a team of skilled support engineers to deliver world class IT Support services to end users, operating within predefined structure, methodologies, and standards set by WPP IT. 
• Partner and align with the Hogarth Regional Technology Director and WPP IT Operations Manager to meet the needs of the business 
• Ensures that policies and procedures are adhered to and documented clearly and accurately 
• Maintain open lines of communication with direct reports and teams across the business, assessing needs, deploy standard solutions, and mitigating blockers with the support of WPP IT Operations Manager 
• Perform on-site installation and troubleshooting, where required 
• Respond to 1st line hardware & software support issues, escalating where required 
• Diagnose and resolve technical hardware and software issues.   
• Research questions using available information resources 
• Coordinate timely repair of computer equipment covered by third-party vendor maintenance agreements 
• Perform minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements 
• Support implementation of local area network (and its dependencies)  
• Install computer peripherals for users 
• Keep Help Desk application updated at all times 
• Assign Helpdesk tickets to support engineers and systems administration 
• Ensure timely completion of Helpdesk tickets 
• Assist with the administration of company telephones (desk and mobile) 

What you'll need:

• Three to five years of demonstrable track record of leading individuals a team 

• Outstanding organizational skills 

• Strong customer facing skills, in particular the ability to gain respect and confidence of senior stakeholders within the Operating Company(s) 

• Excellent written and verbal communication skills, including the ability to communicate with and understand the needs of non-technical employees and the ability to communicate technical information in a user-friendly way 

• Ability to follow established departmental procedures & practices as well as assist in documentation 

• Ability to operate under pressure, prioritize tasks, solve problems, and identify when to escalate issues 

• Strong knowledge of Apple hardware, macOS, and Windows 

• Experience using an endpoint device management system, such as JAMF Pro and Microsoft InTune, a plus 

• Fundamental understanding of IP-based networking, VPN, file transfer tools, and productivity tools such as MS Office. Strong knowledge of Adobe Suite a plus, 

• Good communication and influencing skills along with personal gravitas to create relationships at senior levels 

• Knowledge of top-level IT architecture principles 

• Ability to manage technical projects 

• Understanding of the creative mindset and user experience, exposure to media businesses. 

• Fluent in English and local language 

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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