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Service Desk Manager

4 months ago

London, United Kingdom Experis LTD Full time

My client a large global asset management company is looking for an experienced Service Desk Manager.

The Global Technology department plays a crucial role in supporting the success of the business. We are responsible for developing and implementing state-of-the-art software and hardware maintenance to support our fund management, trading, distribution andoperational areas with secure, stable and resilient technology platforms.

You will lead a team of front-line Service Desk and Client Computing staff. Your team will be responsible for providing technical desktop, mobile device, Print management and IT Service Desk support to employees. You will plan and monitor daily work activitiesto ensure appropriate coverage and dedication to quality, service and efficiency standards.

**Responsibilities**:

- Day to day management and responsibility for Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations.
- Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams
- Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents.
- On board news services onto the service desk ensuring the appropriate training for staff and process are put in place
- Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to
- Input into service level review process with the business and 3rd party service providers
- Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
- Provide mentoring and training to members of the team, ensuring consistent standards of excellence and professionalism
- Assists in solving problems using technical knowledge where appropriate
- Provide follow up to partners on critical issues
- Track ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place
- Project Manage various roll outs of Products as assigned
- Support for Executive Level end users
- Provide support to UK and European offices

Technical skills and qualifications
- IT Technical management experience preferred
- Strong Leadership skills and ability to impact change
- Experience of leading a team
- Excellent oral and written communication skills
- Excellent customer service skills
- Experience of collaborating with senior partners and Executive team
- Cross-functional Relationship building skills
- Strong organisational skills, time management skills
- Able to work in a team-oriented environment
- Knowledge of Apple IOS products desirable
- Solid understanding of Infrastructure technologies (Networking, Server etc)
- Project Management skills

Competencies required:
In addition to putting clients first, acting like an owner, and succeeding as a team, the competencies for this role include:

- 5+ years in a technical support environment required (includes technical Help Desk)
- 2+ years Management and team building abilities with shown success of working as part of a team and developing staff.
- Good interpersonal skills for leading staff, dealing with staffing issues and working with employees at all levels within the company.
- Ability to resolve complex problems positively and professionally.
- Highly motivated and proactive with a passion for technology and technical detail with a can-do attitude. Act with urgency as appropriate.
- Willingness to show initiative and to seek and achieve improvements to processes and technology.
- Ability to operate calm under pressure with experience of a high pressured and regulated environment preferred.
- Able to update customers and/or Senior IT and Business Management with info that is clear, precise and understandable, presenting information in a clear and compelling manner
- Good time management and planning skills - handling personal and team workload effectively, setting realistic and achievable targets and delivering those targets

Participation in the on boarding of projects and new technologies into Service Desk. Ensuring staff are appropriately trained and skilled