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About the Role

The Director, UK Global Desktop Services serves as the senior regional leader accountable for the performance, stability, and continuous improvement of end-user technology services across the UK. This role combines strategic ownership with a hands-on operating model, requiring engagement in service delivery, technical escalation management, project execution, and stakeholder support. The Director ensures a high-quality user experience, advances operational excellence, drives regional alignment with global standards, and translates business needs into effective technology outcomes.

Responsibilities

Provide visible leadership for UK end-user technology services, ensuring a consistently high standard of service, responsiveness, and stakeholder confidence.
Lead and personally support first- and second-line service delivery across the region, including desktops, laptops, printers, local infrastructure, and related end-user technology.
Ensure service requests are documented with clarity, prioritized appropriately, and managed effectively through the ticketing platform to support service transparency and accountability.
Own regional coordination of workplace technology and critical office IT dependencies, including network room readiness, power, UPS, HVAC interfaces, telephony, and collaboration technologies.
Provide hands-on leadership in the diagnosis and resolution of telephony, connectivity, and collaboration issues affecting business operations.
Serve as the senior technical escalation point for the region, providing direction, decision-making, and direct intervention on complex incidents and service issues.
Drive disciplined incident and problem management by identifying root causes, defining remediation paths, resolving issues where possible, and escalating effectively in line with service expectations and SLA commitments.
Lead regional initiatives and deliver assigned components of global programs, ensuring execution aligns with business priorities, timelines, and operational requirements.
Execute and coordinate project activities with precision, leveraging regional resources effectively and ensuring successful delivery of committed outcomes.
Remain actively engaged in the deployment, configuration, and support of end-user hardware, software, and peripherals as required.
Maintain high-quality operational documentation and provide practical user enablement and guidance where needed.
Coach and develop regional technical talent by providing mentorship, guidance, and day-to-day support to newer associates and team members.
Maintain disciplined oversight of regional asset inventories and ensure end-user equipment is organized, available, and properly managed.
Strengthen operational effectiveness by maintaining and enhancing the regional knowledge base and support information repositories.
Identify opportunities to improve service quality, resilience, and efficiency, and lead or contribute to the design and implementation of sustainable solutions.
Provide leadership availability outside standard business hours for critical incidents, major service disruptions, and disaster recovery needs as required.
Participate in and uphold the team’s on-call responsibilities to ensure continuity of service and timely response to priority issues.
Champion adherence to operating standards, governance practices, policies, and global service expectations while fostering a culture of accountability and execution.

Requirements

Deep expertise in end-user computing environments and desktop service operations within complex enterprise settings.
Strong working knowledge of core infrastructure services and enterprise administration, including Active Directory, messaging, and related platform dependencies.
Demonstrated ability to operate effectively within a global service model and collaborate across regional and international teams.
Highly self-directed with strong judgment, disciplined execution, and the ability to balance strategic priorities with day-to-day operational demands.
Advanced problem-solving capability with the ability to diagnose, stabilize, and resolve complex hardware, software, and service issues.
Excellent verbal and written communication skills, with the ability to engage credibly with technical teams, business stakeholders, and senior leadership.
Proven ability to build trusted relationships and influence outcomes across all levels of the organization.
Experience leading regional initiatives and contributing meaningfully to complex global projects and transformation efforts.
Bachelor’s degree or equivalent combination of education and relevant professional experience.
Significant progressive experience in end-user support, desktop services, or workplace technology within a corporate environment.
Demonstrated experience leading projects, service improvements, or operational initiatives with measurable business impact.
Fluent English communication skills, both written and spoken, with the ability to communicate clearly in executive and technical contexts.
Relevant technical certifications are valued, particularly those related to desktop support, endpoint management, or Microsoft technologies.
Strong command of modern Windows desktop environments, Microsoft Office, and standard enterprise productivity tooling.
Strong practical knowledge of core IT support concepts and troubleshooting fundamentals.
Strong practical knowledge of enterprise telephony and voice services.
Strong practical knowledge of remote and terminal-based end-user support environments.
Strong practical knowledge of mobile device support and endpoint mobility solutions.
Strong practical knowledge of printer and peripheral support technologies.
Strong practical knowledge of video conferencing, collaboration platforms, and meeting room technologies.
Strong practical knowledge of enterprise workstation and endpoint hardware support.
Exceptional communication, organization, and execution skills.
Strong service orientation and the ability to represent the function with professionalism and credibility.
Excellent analytical judgment and structured problem-solving capability.
Flexibility to support business-critical work outside standard hours when required.

Skills

End-user computing
Desktop service operations
Enterprise administration
Active Directory
Messaging platforms
Global service model
Cross-regional collaboration
Problem-solving
Communication (verbal and written)
Relationship building
Project leadership
Service improvement
Operational initiatives
Microsoft Office
Windows desktop environments
IT support concepts
Troubleshooting fundamentals
Enterprise telephony
Voice services
Remote support
Terminal-based support
Mobile device support
Endpoint mobility
Printer support
Peripheral support
Video conferencing
Collaboration platforms
Meeting room technologies
Workstation hardware support
Endpoint hardware support
Organization
Execution
Service orientation
Analytical judgment
Structured problem-solving

Location

Work Type

Full-time

Experience Level

Director
Senior leader
Significant progressive experience

Education Level

Bachelor’s degree or equivalent combination of education and relevant professional experience

About the Company

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration.
A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions.
Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.