Deskside Support Manage (EMEA)

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

#LI-REMOTE

To learn more about us, visit stradaglobal.com

Job Description

The Deskside Support Manager is responsible for ensuring that the deskside support team meets customer needs and expectations as agreed to in the published service catalogue or other service offerings. This includes full life cycle management for each service: definition, design, construction, and operation, as well as the evolution of service offerings in partnership with stakeholders. They ensure continuous improvement efforts are dedicated to delivering high-performing, reliable, and consistent operations, and developing tech culture-based teams while optimizing costs and delivery times. The role also involves standardizing work intake processes, prioritizing work, and all aspects of workforce planning, including ensuring direct reports are adequately trained, aligning resources with appropriate assignments, and managing team performance.

Key Responsibilities:

• Manage and lead a team of Deskside Support Technicians.
• Establish and implement desktop support policies and procedures.
• Oversee the maintenance and upgrade of hardware and software systems.
• Coordinate with other IT professionals to ensure efficient system operations.
• Ensure all help desk requests are addressed in a timely and effective manner.
• Develop and implement training programs for users and team members.
• Manage and maintain inventory of assigned and stock IT assets.
• Create reports on deskside support team performance and system issues.
• Manage vendor relationships and oversee the purchase of hardware and software products.
• Monitor allocated procedures, review and update as necessary, identify and produce new procedures as appropriate, and document the process.

Qualifications:

• Proven experience as a Deskside Support Manager or similar role.
• Strong knowledge of computer hardware, software, and networking.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications are a plus.

Educational Qualifications:

• Degree with 15+ years of experience, including 5 years of demonstrated leadership experience.

Other Qualifications:

• Skill in effective decision-making and consensus management.
• Strong understanding of finance, business processes, budgeting, and human resources development.
• Excellent verbal and written communication skills.
• Demonstrated history of continuing education in personnel and administrative processes.
• Experience with personnel management, resource allocation, coaching, and mentoring.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.