Service Desk Manager
3 weeks ago
Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance
We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.
Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark withOcorian.
Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.
Scale : With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.
Working within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards.
The service desk manager will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service experience for users across the Group. The Service Desk Manager will represent the team to other stakeholders and help ensure that the Service Desk is constantly developing and improving.
Lead and manage a team of globally dispersed Service Desk Analysts
Setting SMART objectives for team and carrying out regular 1-2-1’s and appraisals to review performance and addressing any under-performance rapidly in line with Group policy.
Deliver excellent customer service by developing a customer focused culture within your team.
Build and maintain knowledgebase, training, process, and procedure materials for Service Desk team.
Conduct continuous improvement seeking opportunities to increase customer service, improve processes & procedures and enhance employee satisfaction.
Management of all HR related activities relevant to your team
Champion IT, and your team, across the Group
Management and prioritisation of the team’s workload ensuring availability of staff.
Take ownership of project streams to drive results for the Group.
Carry out daily reviews of the service desk teams open tickets to ensure adherence to process and SLA, providing ‘on the spot’ feedback to analysts where necessary.
Create reports and dashboards to monitor team and individual service desk analyst performance against objectives.
Review and approve invoices related to the ordering of new IT stock.
Regularly audit the asset register within the ITSM Platform for end user equipment
Take ownership of sending service outage and planned maintenance comms to end users.
Develop a detailed understanding of the Group and departments that are supported.
Build and maintain good relationships with the IT Team globally.
LI-Hybrid
4+ years’ professional or technical experience in IT environment with a strong background in all aspects of customer service. Excellent team management, able to motivate and develop the skills of team.
~ Well-developed communication skills, including the ability to be influential and persuasive with stakeholders, often at a senior level.
~ Requires analytical judgement to determine solutions based on both the application of knowledge and experience as well as analysis of multiple data sources
~ Able to quickly understand, diagnose and assist with service impacting issues.
~ Strong focus on Continual Service Improvement and the ability to innovate with other areas of the Group to improve the service provided to users.
~ Experience managing projects / streams within projects to timelines.
~ Passionate about IT and providing an excellent customer service.
~ Skilled in using PowerPoint, Excel, and knowledge of Power BI an advantage.
~ Ability to conduct research into IT issues and products.
~ A willingness to support the future growth and success of the Group.
~ Experience working in an ITIL environment, ITIL 4 qualification an advantage.
We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
We are AGILE – We act on our initiative to get things done for our clients.
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