Service Desk Manager
1 month ago
Purpose of the Job
Working within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards.
The service desk manager will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service experience for users across the Group. The Service Desk Manager will represent the team to other stakeholders and help ensure that the Service Desk is constantly developing and improving.
Main Responsibilities
- Lead and manage a team of globally dispersed Service Desk Analysts
- Setting SMART objectives for team and carrying out regular 1-2-1’s and appraisals to review performance and addressing any under-performance rapidly in line with Group policy.
- Develop the team to ensure that appropriate technical skill and competency levels are achieved and maintained.
- Deliver excellent customer service by developing a customer focused culture within your team.
- Build and maintain effective relationships with key stakeholders.
- Works within complex or new situations in high paced business environment.
- Build and maintain knowledgebase, training, process, and procedure materials for Service Desk team.
- Conduct continuous improvement seeking opportunities to increase customer service, improve processes & procedures and enhance employee satisfaction.
- Take ownership of escalations, acting as an escalation point for users, team members and key stakeholders.
- Management of all HR related activities relevant to your team
- Champion IT, and your team, across the Group
- Management and prioritisation of the team’s workload ensuring availability of staff.
- Take ownership of project streams to drive results for the Group.
- Identify initiatives to drive cost savings.
- Carry out daily reviews of the service desk teams open tickets to ensure adherence to process and SLA, providing ‘on the spot’ feedback to analysts where necessary.
- Create reports and dashboards to monitor team and individual service desk analyst performance against objectives.
- Review and approve invoices related to the ordering of new IT stock.
- Regularly audit the asset register within the ITSM Platform for end user equipment
- Take ownership of sending service outage and planned maintenance comms to end users.
- Identify opportunities for improvement based on user feedback and existing processes.
- Stand in for Manager during absence to ensure operational objectives are met.
- Develop a detailed understanding of the Group and departments that are supported.
- Build and maintain good relationships with the IT Team globally.
- Participate in ISO Audits / maintaining ISO Standards as required, including creating reports and providing evidence.
- Ensure systems and documentation is maintained in line with ISO standards.
- Any other such duties that might be reasonably required for this role.
#LI-AM1
#LI-Hybrid
Qualifications
Knowledge, Skills & Experience
- 4+ years’ professional or technical experience in IT environment with a strong background in all aspects of customer service. Managerial experience is an advantage.
- Excellent team management, able to motivate and develop the skills of team.
- Well-developed communication skills, including the ability to be influential and persuasive with stakeholders, often at a senior level.
- Highly organised and detail-orientated
- Requires analytical judgement to determine solutions based on both the application of knowledge and experience as well as analysis of multiple data sources
- Able to quickly understand, diagnose and assist with service impacting issues.
- Strong focus on Continual Service Improvement and the ability to innovate with other areas of the Group to improve the service provided to users.
- Experience managing projects / streams within projects to timelines.
- Self-motivated and able to own and manage workload with minimal supervision.
- Passionate about IT and providing an excellent customer service.
- Comfortable working in a high workload environment and can readily prioritise issues and escalate if needed.
- Understands the business domain, customer positioning and prevailing technologies.
- Excellent time management skills
- Skilled in using PowerPoint, Excel, and knowledge of Power BI an advantage.
- Ability to conduct research into IT issues and products.
- A willingness to support the future growth and success of the Group.
- Experience working in an ITIL environment, ITIL 4 qualification an advantage.
Additional Information
All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful. These are:
- We are CLIENT CENTRIC – Clients are at the centre of our world, and we’re committed to providing expertise and specialist solutions to meet their most complex challenges.
- We are AMBITIOUS – We aim high. We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
- We are AGILE – We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple, efficient and effective.
- We are COLLABORATIVE – With a curious mindset, we ask the right questions to get to the right solution, for our clients faster. We collaborate to win together and share our successes.
- We are ETHICAL – We behave with integrity at all times and assume positive intent, building trust through responsible actions and honest relationships.
-
Service Desk Manager
4 weeks ago
Belfast, United Kingdom Ocorian group Full timeFund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. With a curious mindset, we...
-
Service Desk Manager
4 weeks ago
Belfast, United Kingdom Ocorian group Full timeFund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. Our culture of support and...
-
Senior Service Desk
2 days ago
Belfast, United Kingdom VANRATH IT Full timeVANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. This is an opportunity to join an innovative team and play an integral part within the service desk...
-
Service Desk Team Leader
1 day ago
Belfast, United Kingdom Modis UK Full time**Service Desk Team Leader** Akkodis are currently working with a market leading service provider to recruit a Service Desk Leader to join their exciting Service Desk operation where you will play a pivotal role in leading Service Desk teams that provide support to multiple clients both internal and external. **This role offers hybrid working and the...
-
IT Service Desk Analyst
3 weeks ago
Belfast, United Kingdom Hayward Hawk Full timeMy client is looking for a Service Desk Analyst to join their global team, working part time. SKILLS The successful candidate must have one of the below: - Experience working in a call centre environment - IT related degree - IT Service Desk experience ROLE - You will be working alongside the global team providing internal support to employees - This role is...
-
Senior Service Desk Team Leader
3 days ago
Belfast, United Kingdom VANRATH Full timeVANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. This is an opportunity to join an innovative team and play an integral part within the service desk...
-
IT Service Desk Analyst
2 days ago
Belfast, United Kingdom Allen & Overy Full timeIT Service Desk AnalystWe have an exciting new opportunity for a Service Desk Analyst to join the IT team, based in the A&O Shearman Belfast office!Global IT Service DeskThe Global IT Service Desk (IT GSD) provides A&O Shearman with an initial point of contact to receive IT technical support for a multitude of software and hardware systems. If it’s IT...
-
Senior Service Desk Team Leader
2 days ago
Belfast, United Kingdom VANRATH IT Full timeVANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. This is an opportunity to join an innovative team and play an integral part within the service desk...
-
Service Desk Agent
1 month ago
Belfast, United Kingdom Fujitsu Full time**Service Desk Agent** **Location: UK - Belfast** Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term...
-
Service Desk Agent
4 weeks ago
Belfast, United Kingdom Fujitsu Full time**Service Desk Agent** **Location: UK - Belfast** Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term...
-
IT Global Service Desk Team Leader
2 days ago
Belfast, United Kingdom Allen & Overy Full timeIT Global Service Desk Team LeaderWe have an exciting new opportunity for a Team Leader to join the global IT Service Desk, based in the A&O Shearman Belfast office!Global Service DeskThe Global IT Service Desk (IT GSD) provides A&O Shearman with an initial point of contact to receive IT technical support for a multitude of software and hardware systems. If...
-
IT Service Desk Analyst
3 weeks ago
Belfast, United Kingdom VanRath Full timeIT Service Desk Analyst - Belfast (28k) Job Reference: JPR170424 Job Title: IT Service Desk Analyst Salary: 28k pa Based: Coleraine Hours: Full time - 37.5 pw (Mon-Fri, 9am-5pm) Contract : Temp - ongoing rolling contract with potential to secure permanent. Overview My client is currently modernising their IT Infrastructure across their sites in...
-
IT Service Desk Analyst
1 week ago
Belfast, United Kingdom VANRATH IT Full timeVANRATH are pleased to be partner with a global law firm on their search for an IT Service Desk Analyst. This role involves managing, diagnosing, and addressing incidents and work orders initially, aiming to resolve them promptly or escalating to the relevant team as needed. This is a hybrid role based in Belfast (2/3 day split). Hours are between 8am -...
-
IT Service Desk Analyst role Full Time Temporary
3 weeks ago
Belfast, United Kingdom VanRath Full timeIT Service Desk Analyst - Belfast (28k) Job Title: IT Service Desk Analyst Hours: Full time - 37.5 pw (Mon-Fri, 9am-5pm) Contract : Temp - ongoing rolling contract with potential to secure permanent. My client is currently modernising their IT Infrastructure across their sites in Northern Ireland and have a requirement for an IT Service Desk Analyst...
-
Help Desk Administrator
3 days ago
Belfast, United Kingdom Crescent Specialist Recruitment - CSR NI Ltd Full timeCSR are currently recruiting on behalf of our construction client to work as part of the Help Desk Team in providing a quality service to our client base. The Helpdesk Operator will have previous administrative experience with knowledge of a Helpdesk system. Key Duties: Answering incoming calls from clients to the help desk Receiving orders and distributing...
-
IT Service Desk Manager
1 week ago
Belfast, United Kingdom HAYS Full timeIT Service Manager - to £48,000 Rolling Contract with Large Public Sector Organisation IT Service Manager (Hybrid Working)Location: Belfast, Northern IrelandHourly Rate: £19.81 to £25.81Are you an experienced IT Service Manager looking for a role with one of the biggest organisations in Northern Ireland? Our client, a large housing associate based in...
-
IT Service Desk Manager
6 days ago
Belfast, United Kingdom Hays Full timeIT Service Manager (Hybrid Working) Location: Belfast, Northern Ireland Hourly Rate: £19.81 to £25.81 Are you an experienced IT Service Manager looking for a role with one of the biggest organisations in Northern Ireland? Our client, a large housing associate based in Belfast, is seeking a dynamic individual to join their team. This role offers a hybrid...
-
Belfast, United Kingdom Experis Full timeJob Description Customer Support Specialist, Service Desk Analyst £18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing...
-
Belfast, United Kingdom Experis Full timeCustomer Support Specialist, Service Desk Analyst £18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support...
-
Belfast, United Kingdom Experis Full timeCustomer Support Specialist, Service Desk Analyst £18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support...