The Role
Lead and develop a global deskside/site support team to meet SLAs, manage end-user device and AV lifecycles, oversee IT asset accuracy, drive problem and knowledge management, manage vendors, and report on performance to improve service delivery and user experience.
Summary Generated by Built In
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!
Key Responsibilities
- 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
Skills, Knowledge and Expertise
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. Experience with common Office 365 productivity tools and collaboration platforms
- Customer-Centric Mindset: A commitment to delivering exceptional end-user experiences and fostering a customer-focused support culture
- Proactive Mindset: Self-motivated, with a demonstrated ability to anticipate challenges, identify opportunities, and take the initiative to improve processes and outcomes
- Service Management: Familiarity with ITIL processes and service management best practices
- Collaboration and Stakeholder Engagement: Strong ability to build relationships with internal teams, third-party vendors, and stakeholders, ensuring alignment with business goals
- Problem-Solving Skills: Ability to analyse complex issues, prioritise tasks, and implement solutions efficiently
- Adaptability: Resilient in handling change and adept at navigating a global support environment with diverse requirements and constraints
- Process-Oriented Mindset: Experience creating and enforcing standard operating procedures to maintain a consistent service level
Desirable attributes:
- Attention to Detail: High standards for accuracy and quality, particularly in managing IT assets, processes, and reporting
- Project Management Experience: Familiarity with project management principles to assist with cross-functional initiatives and process improvement projects
- Knowledge Management: Experience in maintaining an up-to-date knowledge base and ensuring information is accessible and clear for service desk personnel
- Continuous Improvement Mindset: Experience in driving continuous improvement and embracing best practices in IT operations and service delivery
- Data-Driven Approach: Ability to analyse service desk data and metrics to identify trends, assess performance, and make data-driven decisions
- Security Awareness: Awareness of IT security principles and best practices, with experience ensuring compliance with security standards and protocols
What we offer
Some of the benefits we include are:
- Private Medical Insurance
- Dental Insurance
- Parental Support
- Salary-Exchange Pension
- Employee Assistance Programme (EAP)
- Local Oxford Discounts
- Cycle-to-work Scheme
- Flu Jabs
At AER, we are committed to offering flexibility in the way we work. Most of our roles are hybrid with a mix of in-office/home working and potentially adjustable working hours. Let’s discuss what works for you and AER during the interview process.
The Company is committed to the principle that no employee or job applicant shall receive unfavourable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy, and maternity.
To apply, please submit your Résumé / CV, a personal summary, your salary expectations and please inform us of your notice period.
Unfortunately, we are unable to accept applications via email, telephone, or social media platforms. To be considered for this position, please submit your application using the link provided. Applications submitted through any other channel will not be reviewed.
Unfortunately, we are unable to accept applications via email, telephone, or social media platforms. To be considered for this position, please submit your application using the link provided. Applications submitted through any other channel will not be reviewed.
About
From its academic roots, Aurora Energy Research is a thriving, rapidly growing company, currently serving over 1000 of the world’s most influential energy sector participants, including utilities, investors, and governments. While we constantly strive to reach new markets and diversify our product portfolio, we are already active across the globe in Asia-Pacific, Latin America, Europe, South Africa and North America, working with leading organisations to provide comprehensive market intelligence, bespoke analytic and advisory services, and cutting-edge software. We are a diverse team of experts with vast energy, financial, and consulting backgrounds, covering power, hydrogen, carbon, and fossil commodities. With this, we provide data-driven intelligence to fuel strategic decisions in the global energy transformation.
Skills Required
- Proven ability to lead, coach, and develop a global IT support team
- Experience managing third-party vendors and on-site support providers
- Strong understanding of hardware and software troubleshooting and endpoint management
- Experience with Office 365 productivity tools and collaboration platforms
- Experience managing AV devices (procurement, installation, configuration, patching)
- Experience maintaining IT Asset Management records and lifecycle tracking
- Familiarity with ITIL processes and service management best practices
- Ability to monitor SLAs/KPIs, prioritise ticket queues and ensure timely resolution
- Experience conducting root cause analysis and implementing problem management improvements
- Strong stakeholder engagement, communication, and collaboration skills
- Experience maintaining knowledge bases and documentation for IT support
- Project management experience to support cross-functional initiatives
- Data-driven approach to analyse service desk metrics and recommend improvements
- Awareness of IT security principles and ensuring compliance with security standards
Aurora Energy Research Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Aurora Energy Research and has not been reviewed or approved by Aurora Energy Research.
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Healthcare Strength — Healthcare in certain offices is described as comprehensive, including core medical coverage with vision and dental. Feedback suggests supportive health resources are accessible alongside standard coverage.
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Leave & Time Off Breadth — Time off is portrayed as generous in some locations, with standard PTO supplemented by additional company-wide holidays. Parental leave policies are also described as robust in certain markets.
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Wellbeing & Lifestyle Benefits — Wellbeing support is highlighted through a 24/7 assistance programme and locally tailored perk platforms. Feedback suggests these offerings complement core benefits and support everyday needs.
Aurora Energy Research Insights
What's It Like to Work at Aurora Energy Research?
Aurora Energy Research Culture & Values
Aurora Energy Research Career Growth & Development
What's the Work-Life Balance Like at Aurora Energy Research?
Aurora Energy Research Leadership & Management
Aurora Energy Research Company Growth, Stability & Outlook
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The Company
What We Do
From its academic roots, Aurora Energy Research has grown to become the largest dedicated power market analytics company in Europe, providing data-driven intelligence for strategic decisions in the global energy transformation. We are a diverse team of over 350 experts with vast energy, financial and consulting backgrounds, covering power, hydrogen, carbon and fossil commodities. We are active in Europe, APAC and the US, working with world-leading organisations to provide comprehensive market intelligence, bespoke analytic and advisory services, and cutting-edge software.
