Global IT Service Desk Manager

3 weeks ago

Birmingham, United Kingdom Sigma Financial Group Full time

**Contract**: Full time
**Location**: Hybrid - Birmingham
**Salary**: £50,000 per annum
**Hours**: 40 per week

**Hybrid working**: 3 days a week in the office (Birmingham)

We are currently looking for a Global Service Desk Manager at Sigma Connected, To be at the helm of global IT service desk operations, managing and steering the Service Desk teams both in the UK and in South Africa.

**Who are the Sigma Family?**

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.

What being a part of the Sigma Family means for you
- 33 days holiday inclusive of bank holidays, with additional days accrued the longer you have been a part of the Sigma Family.
- Monthly, Quarterly, and Annual awards with marvelous prizes.
- Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
- £250 bonus for each friend that you refer to join the Sigma Family who passes probation.
- Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
- Discounted Pure Gym membership.
- Working from the comfort of your own home.
- An Employee Pension Scheme.
- Join communities and collaborate with your colleagues on our internal Social Media platform.
- The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.

**What Your Day-to-Day will Look Like**:
You will ensure consistent, efficient, and high-quality resolution of service requests and incidents across global sites. You will Coordinate with IT colleagues globally, playing a pivotal role in incident resolutions and problem management. You will Analyse ticket trends, proactively identifying recurring incidents, and providing insights to drive improvement initiatives or BAU projects. You will Champion the use of our ITSM tool, leveraging its capabilities and best practices for optimum results. You will Act as a central communication hub for your team, managing issue identification, resolution, and escalation. You will Lead regular Service Desk Team Meetings, ensuring all are synchronized, updated, and aligned with the company's objectives. You will Steer and manage small-scale projects or BAU tasks, ensuring timely completion and alignment with set standards. You will Develop your team, nurturing their growth through mentorship, coaching, and regular performance evaluations.

**What Amazing People Will Bring to the Role**:
You will have technical prowess in your familiarity with ITSM and its capabilities, ensuring you leverage the tool's potential to its fullest. You will Boast an impressive career, you have a minimum of 4 years' experience leading a Service Desk Team and at least 6 years' experience in IT service management. You will have expertise with ITSM tools, particularly FreshService, positions you as a central pillar of the IT department. Your ITIL certification is your badge of honour, showcasing your commitment to best practices and refined methodologies in IT service management. you have a balanced approachdeeply tech-oriented yet consistently user-centric, understanding the importance of customer service in IT. Spearheading improvement initiatives is in your DNA; you're always seeking ways to optimize processes and drive efficiency. Your excellent communication skills form bridges, connecting IT with business units and key stakeholders. In the face of challenges, you remain calm and collected, ensuring your team remains steady and focused on the task at hand. Problem-solving is your forte, complemented by meticulous attention to detail and the ability to juggle multiple projects and responsibilities.

**Simple and Straight Forward Recruitmen**t.

If you like the sound of being part of the Sigma Family then don't wait and get applying

You may have experience in the following: IT Service Desk Manager, IT Helpdesk Supervisor, Service Desk Operations Manager, IT Support Team Leader, Helpdesk Services Manager, IT Service Desk Coordinator, Service Desk Operations Supervisor, IT Helpdesk Manager, Technical Support Team Leader, etc.

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