IT Service Desk Manager

1 month ago

Swindon, Swindon, United Kingdom The Openwork Partnership Full time

The Opportunity

We are seeking a seasoned IT Service Desk Manager to oversee a dedicated team providing top-notch IT support to The Openwork Partnership. As a champion of service excellence, you will ensure each call is handled with professionalism. You will develop streamlined processes and procedures to enhance the customer experience, adopting a proactive 'shift left' approach.

Our IT Service Desk is at the heart of our business, requiring the successful candidate to attend the Swindon office 4 days a week.

What We Offer:

  • Salary - up to £63,000
  • Bonus scheme - on target bonus - 10%
  • Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
  • Critical illness cover
  • Income protection - 1x salary
  • Death in service - 4x salary
  • 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
  • A range of other flexible benefits to include private medical insurance, dental insurance and more.

Key Responsibilities:

  • Take overall responsibility for the team's compliance with agreed ITIL processes, quality management, risk management and security policies and procedures
  • Oversee all operations of the service desk to ensure the provision of a first-class service to all colleagues and adviser firms
  • Manage, motivate and develop staff to achieve stretch performance goals and targets
  • Owning the resolution of all IT calls by working with other support teams
  • Drive, monitor and promote the improvement of the performance and efficiency of the teams
  • Proactively look at ways we can reduce call volumes by working with the Problem and Technical Training Manager
  • Ability to organise and prioritise team workload in an effective manner
  • Establishing and maintaining relationships with key stakeholders ensuring customer satisfaction

What You'll Need to Succeed:

  • Extensive experience of managing a Service Desk Team within different organisations
  • Successful implementation of ITIL processes and procedures
  • Strong understanding of Industry best practices on Service Desk Management
  • Strong technical foundation with excellent 0365, desktop and application support skills
  • Experience working with Financial Advisors or in a regulated environment
  • Degree qualified preferred, and preferably MSc or the equivalent experience
  • Experience using Assyst beneficial
  • Strong technical Desktop support, Microsoft 0365, and applications skills
  • Good understanding of Active Directory
  • First class communication skills and ability to liaise with stakeholders across all levels of business
  • Highly motivated person who is passionate about delivering an outstanding service
  • Good analytical and problem-solving skills with the ability to troubleshoot and diagnose problems
  • Strong organisation skills and the ability to be self-sufficient
  • The ability to take ownership and have a proactive approach to problem management whilst utilising other teams and 3rd party providers

Why Us?

We're a dynamic, fast-paced and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We're also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values and respects individuality and we are committed to building an inclusive culture and environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

On top of offering a modern workplace with bags of development opportunities, we also offer a highly attractive benefits package to reward you for your hard work. This includes a competitive base salary, an industry-leading annual bonus, enhanced pension, critical illness cover, income protection and a range of other flexible benefits.

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