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ICT Service Desk Manager

2 months ago

London, Greater London, United Kingdom Brunswick Group Full time

Opportunity

We are seeking a seasoned Service Desk Manager to lead our London-based team of technical support engineers. As a key member of our ICT department, you will be responsible for providing exceptional IT support to our global offices. Your leadership skills will be instrumental in driving team performance, ensuring timely issue resolution, and fostering a culture of excellence.

Our Work in ICT

Brunswick Group's ICT department is a critical component of our organization, delivering internal services to our colleagues worldwide. Our team is comprised of several core groups, including Service, Infrastructure, Applications, and Programme Management. As a Service Desk Manager, you will collaborate closely with our Security team to integrate security-oriented projects seamlessly into our processes.

Key Responsibilities

  • Lead the London-based service team, ensuring day-to-day management and hands-on technical expertise.
  • Ensure all requests are responded to in a timely manner, with a high level of quality and adherence to ITIL principles.
  • Develop and maintain strong relationships with senior stakeholders, aligning the service desk with business objectives.
  • Oversee the JML process for successful onboarding of new employees, ensuring a seamless experience.
  • Appraise, mentor, and develop service team members, fostering growth and improvement.
  • Manage and improve key service processes, driving excellence and raising standards.
  • Collaborate with 3rd-party suppliers and partners, ensuring effective vendor management.
  • Contribute to the development of our overall service strategy, aligning with business goals.

Knowledge, Skills, and Competencies

  • Excellent leadership and communication skills, with a proven track record of team management.
  • Previous experience in a Service Desk Manager role, with a strong understanding of ITIL principles.
  • Technical knowledge of Microsoft O365 technologies, including Entra ID, and Microsoft Azure and Intune.
  • Experience working with audio and video conferencing tools, such as Zoom and MS Teams.
  • Good understanding of security threats and principles, with a focus on data protection and compliance.
  • Vendor and supplier management expertise, with a focus on building strong relationships.

Our Benefits

Brunswick Group offers a comprehensive benefits package, including:

  • Annual discretionary bonus
  • 25 days' annual leave, excluding bank holidays (plus your Birthday off)
  • Private medical cover and employee assistance programme
  • Family-friendly policies
  • Complimentary artisan coffee, tea, and snacks, served by our own barista
  • Daily breakfast in the café
  • Lunch & Learn training sessions
  • Cycle 2 work scheme and season ticket loans
  • Flexible working, including support with your home working environment
  • Eye care, including annual eye tests
  • Regular social, cultural, and charitable activities
  • A comprehensive training and development curriculum
  • Give as you Earn
  • Menopause Policy

Our Commitment to Diversity, Equity, and Inclusion

Brunswick Group is committed to maintaining and strengthening a diverse workforce and inclusive workplace. We value and support every colleague as an individual, helping them reach their full potential. By embracing our differences and diverse perspectives, we create richer experiences within our firm and enhance the quality of the ideas and advice we deliver to our clients.

Brunswick Group is an equal opportunities employer, and our Equal Opportunities Policy is available on request.

About Brunswick Group

Brunswick Group is a critical issues firm, advising the world's leading companies on how to navigate critical issues and engage with their critical stakeholders. Our purpose is to help our clients play their role in the world more successfully. We help the leaders of the world's great value-creating organizations operate successfully across the increasingly complex and fast-changing arenas of finance, politics, and society at large.

Brunswick Group is one firm globally, operating as a single profit centre. This allows us to respond seamlessly and effectively to clients' needs wherever they are in the world.

Background

Brunswick Group was founded in London in 1987 and has grown organically to 27 offices in 18 countries. We began as a M&A and financial communications firm and, over time, expanded our capabilities to provide expert advice to our clients on a range of business-critical issues. We invested in new offices, sector teams, and practice groups, including investor engagement, shareholder activism, governance, regulatory and public affairs, crisis, litigation, social issues, cybersecurity, data and privacy, employee engagement, digital communications, opinion research and analysis, and creative services.

Our incoming CEO is Henry Timms, based in New York. Our Chairman is Sir Alan Parker, based in London.