Service Desk Manager
2 months ago
**Purpose**
Responsible for all aspects of Linklaters’ 24/7 IT Support Desk support offering.
The IT Service Desk Manager designs and implements global strategy for the IT Service Desk ('the desk’). Managing a team of IT Support Team Leaders and IT analysts in support of a global customer base who access a sophisticated technical environment fromeither within a Linklaters office or remotely.
The role is key in ensuring that our delivered IT solutions are supported 24/7 with a 'higher than industry standard’ first time fix rate, mínimal user call wait time and driving a shift left approach to support.
**Key Dimensions**
A key management role within the Technology Service Delivery Team.
IT Support Desk strategy definition and implementation including policy, process, automation, shift left and performance standards.
Ensuring conformity with process, procedure and guideline deemed to be 'best practice’ the IT Service Desk Manager will have responsibility for the desk service meeting agreed levels, measured through key performance indicators and customer satisfactionstandards.
Budgetary responsibility includes direct and indirect costs for Global IT Support staff.
Leading a team motivated to deliver high levels of service, line management responsibility includes three Team Leaders and 35+ IT Support Analysts (mixed Linklaters staff and managed service seats).
Responsible for high quality and efficient handling of all aspects of day to day service desk management, including incident resolution escalation, and workload management.
**Key responsibilities and challenges**
**Overall**
Deliver world class IT service desk support for Linklaters globally.
Provide effective and efficient desk staffing through relationship management with managed service and recruitment agencies.
Provide a primary point of IT Support for all (first and second line) remotely fixable IT issues. Providing either workaround, fix, management or technical escalation as appropriate.
Product ownership of ask.IT online, Linklaters branded IT Service Portal. Driving a shift lead, digital first approach to support.
Attend Change Action Board, Service forum (and other appropriate governance meetings) to provide input, approval and recommendations from a service desk perspective.
Provide support to projects through the Support and Transition process ensuring that the appropriate documentation is available, and the support work flow path is clearly communicated.
Enhance the visibility of the team and services offered through appropriate marketing and act upon feedback received.
Third party vendor relationship management.
Input into the department budget. Track and report on expenditure and ensure costs are managed.
**Team Management**
Line manage the activities of support staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.
Develop and encourage effective communications processes between the central support staff and the local IT service staff.
Motivate the Team ensuring that morale levels are high.
Monitor and measure team and individual performance to regularly reviewed standards.
Support and develop each permanent team member through regular performance reviews and coaching. Setting SMART objectives, carrying out regular 1:1 meetings, and providing feedback in a timely manner.
Delegation of key tasks and responsibilities to appropriate members of the team when required.
**Quality**
Monitor and measure contact quality to ensure a high level of customer service is achieved. Manage the transfer from first
- and second-line support to wider issue resolution teams within technology as required.
Report on customer satisfaction through event-based surveys. Follow up on feedback received and implement changes based on this feedback.
Ensure standards, policies and procedures are developed, maintained, communicated and adhered to. Recommend, approve and implement changes for increasing the efficiency and effectiveness of the team.
Ensure the team training plans are progressed.
Analyse, identify and report on service trends and make recommendations for continuous service improvement initiatives.
Manage all escalated complaints.
Analyse and report on the performance of the team against service levels and Key Performance Indicators. Implement continuous improvement initiatives around support.
Identifying and closing performance gaps, analysing trends and management of performance of the team and individuals.
**Key contacts**
- In department_
All members of the Technology Leadership Team
Project teams
Regional IT Support teams
IT Training Team
- In the firm_
Staff within the Practice at all levels
- External_
Outsourcers
Consultants
**Characteristics, Skills & Experience required**:
**Character**
- Collaborative
- Excellent communication skills
- Able to manage complex issues
- Leadership and team building skills
- Excellent interpersonal skills
- Good sense of humour
- Languages
- Effective written and spoken English
**Practical experience**
- Previous team management experience
- 5 Years IT Service Desk experience
- Knowledge of IT Service Desk industry best practice
- Understands SLAs and KPI’s
- Familiarity with call logging systems
**Office skills**
Documentation and report production
**Commercial Skills**
Experience of supplier management
**Technical Skills**
**This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.**
**Application Policy**
**Applications are only accepted online via the portal.
We have other current jobs related to this field that you can find below
-
IT Service Desk Analyst
1 month ago
Colchester, United Kingdom Care UK Residential Full timeAre you looking to join a fast-paced IT department with a passion for supporting and resolving IT issues and ready to take the lead in shaping the future of care? Care UK is an awarding winning private care company with over 150 care homes across the United Kingdom. At Care UK, we are committed to providing exceptional care to our residents and our values...
-
Service Desk Technical Administrator
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeThis is an exciting time for us; it could be for you too. We are an ambitious trust with a simple vision, to provide the communities we serve with excellent healthcare and build a better future for the people of East Suffolk and North East Essex. To help us do this, we will work closely with our local partners to deliver more of the joined-up services and...
-
Service Desk Technical Administrator
3 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time**This is an exciting time for us; it could be for you too.** **We are an ambitious trust with a simple vision, to provide the communities we serve with excellent healthcare and build a better future for the people of East Suffolk and North East Essex. To help us do this, we will work closely with our local partners to deliver more of the joined-up services...
-
Service Desk Technical Administrator
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeThis is an exciting time for us; it could be for you too. We are an ambitious trust with a simple vision, to provide the communities we serve with excellent healthcare and build a better future for the people of East Suffolk and North East Essex. To help us do this, we will work closely with our local partners to deliver more of the joined-up services and...
-
Service Desk Technical Administrator
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeThis is an exciting time for us; it could be for you too. We are an ambitious trust with a simple vision, to provide the communities we serve with excellent healthcare and build a better future for the people of East Suffolk and North East Essex. To help us do this, we will work closely with our local partners to deliver more of the joined-up services and...
-
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeWe are currently looking to recruit a part time receptionist for the Welcome Desk at Colchester Hospital. This is a permanent position working Friday's & Saturday's 12:00 - 20:00 In this role you will be required to provide a customer focused Welcome Desk service. The is a 24 hour service, 7 days a week and the successful applicant will be required to work...
-
Customer Services Representative
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time**We are currently looking to recruit for the following position within our Facilities Help Desk team at Colchester Hospital** **Customer Service Representative - 37.5 hours per week** **In this role you will be required to provide a customer focused Helpdesk Service efficiently recording and allocating tasks.** **The service runs on a 24/7 - 365 day...
-
Financial Services Administrator
1 month ago
Colchester, United Kingdom Service Service Employment Agency Limited Full timeMy client is a successful Independent Financial Advice Practice with offices throughout East Anglia with over a billion pounds of funds under management. My clients are a sizeable group with over seventy employees but remain a small and personable collective of likeminded professionals who really care about the clients they service. I am currently looking to...
-
Customer Services Coordinator
4 days ago
Colchester, United Kingdom University of Essex Full time**JOB DESCRIPTION - Job ref: REQ07415** **Job Title and Grade**: Customer Services Coordinator Grade 6 **Contract**: Permanent, Full-time **Hours**: 36 hours per week **Salary**: £28,929 - £32,411 per annum **Department/Section**: Estates and Campus Services (ECS) **Responsible to**: Head of Customer Services, ECS **Reports on a day-to-day basis...
-
Guest Service Associate
1 month ago
Colchester, United Kingdom Holiday Inn Express Colchester Full time**Guest Service Associate** **Overview**: We are seeking a dynamic and customer-focused Guest Service Associate to join our team. As a Guest Service Associate, you will be the first point of contact for guests, providing exceptional hospitality and ensuring a memorable experience for all visitors. **Duties**: - Greet guests upon arrival with a warm and...
-
Customer Service Advisor
2 months ago
Colchester, United Kingdom Cloudfm Group Full timeThe role of the CSA is a critical customer facing role working directly with our customers and partners to help them resolve operational challenges that they may be experiencing. Delivering customer excellence is our number one priority ensuring our customers receive the utmost in customer service through our interactions. The Customer Service Team work a...
-
Customer Services Representative
1 month ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeWe are currently looking to recruit for the following position within our Facilities Help Desk team at Colchester Hospital Customer Service Representative - 37.5 hours per week In this role you will be required to provide a customer focused Helpdesk Service efficiently recording and allocating tasks. The service runs on a 24/7 - 365 day basis and you will...
-
Customer Service Advisor
2 months ago
Colchester, United Kingdom Cloudfm Group Full timeThe role of the CSA is a critical customer facing role working directly with our customers and partners to help them resolve operational challenges that they may be experiencing. Delivering customer excellence is our number one priority ensuring our customers receive the utmost in customer service through our interactions. The Customer Service Team work a...
-
Support Administrator
3 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeWorking as part of a team, provide a service desk function for the Trusts various Workforce Systems (ESR, Selenity Expenses and HealthRoster) and provide support for general payroll queries, managing end user incidents and requests through to resolution, escalating calls to appropriate person/team when required. Provide support, information and training for...
-
Employee Relations Assistant
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeTo provide a proactive and responsive first point of contact to staff contacting the ER Service Desk. To contribute to the achievement of the HR Teams KPIs and Trust targets around the workforce agenda. To handle high volume inbound calls. Contribute to the continuous improvement and updating of HR policies and procedures in line with current employment...
-
Probation Services Officer
2 months ago
Colchester, United Kingdom HM Prison & Probation Service Full time**Details**: **Reference number**: - 349260**Salary**: - £25,310 - £30,968- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Other- NPS Pay Band 3 National**Contract type**: - Permanent**Type of role**: - Operational Delivery**Working pattern**: - Full-time, Job share, Part-time**Number of jobs available**: -...
-
Sales and Customer Service Advisor
2 months ago
Colchester, United Kingdom Amplifon Group Full time**Sales And Customer Service Advisor **Colchester**Hours: 22 hours | Monday to Thursday (10am - 4pm). **Salary: £12,012 p.a. + Variable commission scheme**A Career to Be Proud Of...**We are looking for Sales and Customer Service to join our high street branch in Colchester. You will be working on the reception desk managing the diary for the Audiologist,...
-
Receptionist/ F&b
1 month ago
Colchester, United Kingdom Brook Red Lion Hotel Full timeWe are looking for Receptionist to join our Front Desk Team who can also assist in the F&B service in the restaurant. The Hotel Receptionist is responsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. The main purposes of the hotel reception area staff...
-
Business Services Administrator
1 month ago
Colchester, United Kingdom Monthind Clean Limited Full time**MONTHIND CLEAN LIMITED ARE CURRENTLY RECRUITING FOR A BUSINESS SERVICES ADMINISTRATOR** **THE ROLE** There is an option for this full time role to be working 37.5 hours per week, Monday - Thursday 8:45am - 5:00pm and Friday 9:00am - 4:00pm or working 4 days per week which includes a Monday, 37.5 hours pro-rata to be discussed and agreed. To work...
-
Customer Services Representative
2 months ago
Colchester, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full timeWe are currently looking to recruit for the following position within our Facilities Help Desk team at Colchester Hospital Customer Service Representative - 37.5 hours per week In this role you will be required to provide a customer focused Helpdesk Service efficiently recording and allocating tasks. The service runs on a 24/7 - 365 day basis and...
