Service Desk Team Leader
7 months ago
Job Type:
Permanent
Build a brilliant future with Hiscox
Agile Practice Lead
Hybrid
Location: London / York
Introduction
The Service Desk 2nd Line Team Leader within Hiscox is required to manage and support the Service Desk team (2nd Line) and ensure their performance and development is in line with Hiscox expectations. You will ensure IT service delivery, technical fault and issue rectification is delivered and maintain effective delivery of IT Service availability through cohesive and effective team working. Limited travel within the UK and overseas to provide local support may be required.
About the Service Desk 2nd Line Team Leader
You will drive through continual service improvements and initiatives to maintain responsive and effective 2nd Line Support capability and work across functions within IT Services. You will ensure support & communication during Major Incidents or impactful service issues to ITIL standard.
You will effectively manage the team, motivate, engage and develop skills to ensure the team are an effective, engaged and cohesive group of technically skilled individuals working for the benefit of all 5000+ Hiscox employees. Your 2nd Line Team will own, drive, document and communicate continual process and service improvements.
Key Responsibilities
- High quality delivery of IT solutions, services and fixes to the business via proactive support and fault rectification to measured KPI’s
- Be “user facing” and the point of contact for IT based incidents that require rapid technical solutions provision and take ownership
- Consistently deliver a high quality end-user / customer experience when dealing with non-IT stakeholders and develop these relationships via continual communication with operational teams
- Gather regular feedback from the Business on the quality of service and incident management provided and develop and execute service improvement plans based on the analysis of feedback
- Develop, maintain and enforce IT policies and processes assigned by the Global Service Desk Leader to define 1st line support activity, responsibility and escalation points
- Ensure proactive technology break/fix analysis is completed, with the team consistently seeking new and improved ways of delivering change to the business with no/low service impact during change implementation
- Develop and maintain effective IT software license and Hardware asset processes to ensure legal compliance at all times
Person Spec:
Strong knowledge and experience in managing and developing a Service Desk 2nd Line team within an enterprise business environment
Experience managing geographically disparate teams remotely
Experience implementing improvements to operational IT support services
An understanding of 2nd line support issues and expectations and when/where to escalate incidents to 3rd line in accordance with technical breadth and depth of ability
Ability to drive forwards the team to become SME’s in their chosen/favoured areas of support to support service excellence during escalations
Strong people management, team leadership and development skills coupled with influencing and communication skills
Rewards
On top of a competitive salary, we also offer a wide range of benefits.- 25 days annual leave plus two Hiscox days- 4 week paid sabbatical after every 5 years of service- Company and personal performance related bonus.- Contributory pension.
Other benefits include:
- Money towards gym membership.- Christmas gift.- 4 x life insurance.
About us
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.
As an international specialist insurer we are far removed from the world of mass insurance products, selectively focusing on key areas of expertise and strength, all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way.
LI-EBI #LI-HYBRID
- Work with amazing people and be part of a unique culture_
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