Service Desk Manager

4 weeks ago

Esher, United Kingdom Healix Full time
Job Description

We are recruiting a Service Desk Manager to join our Esher based team at Healix. In this role you will oversee the Global Healix IT Service Desk which provides application and user support around the world. The role is crucial to ensuring both our internal and external customers receive an excellent level of service no matter where they are located. This role will involve regular communication with the IT team in Esher and other locations, staff members across the group, senior stakeholders, the Group CTO, suppliers and IT departments of third party companies.

We are looking for an excellent communicator, with excellent written and spoken English, who is delivery focused, self-motivated and is a personable individual, able to work with minimal supervision and take responsibility for the running of the systems and services that support the business. In addition they need to:

  • Be proactive but also be happy to take direction

  • Possess a methodical and structured approach to analysing problems and producing solutions

  • Be able to influence decisions through reasoned argument 

  • Be quick to build relationships and earn respect through sound judgement and a positive attitude

  • Be able to pick up new skills quickly and effectively

  • Be committed to getting the job done,

  • Be supportive and be understanding and helpful to non-IT staff

It is essential that you have:

  • 5+ years working in a similar role

  • Strong knowledge of ITIL framework and best practices

  • Proficiency in service desk software and ITSM tooling

  • Microsoft 365

  • Microsoft Intune

  • Experience in PC setup and configuration

  • An understanding of Windows server technologies and Active Directory services

  • Degree level education or equivalent

Desirable experience:

  • Jira Service Management

  • Worked within a “Follow the Sun” support model

  • ITIL v4 Foundation

 

About The Role

Key responsibilities of the Service Desk Manager:

  • Manage and mentor a diverse team of analysts globally

  • Champion Healix IT’s mission to provide fit-for-purpose 24x7 support to all teams, regardless of location or time zone

  • Foster a culture of pride in supporting our customers and build a vision of one service desk that is globally dispersed across the group

  • Ensure members of the team are adequately trained in their roles and encourage cross training

  • Implement ITIL best practices to optimise service delivery to the group

  • Provide detailed reporting on any incidents, BAU requests and ensure ticket resolution times are adhering to SLAs

  • Proactively review trends and suggest process improvements

  • Ensure escalation procedures are followed and identify any improvements to service delivery processes

  • Conduct regular performance reviews and set objectives that will aid team member’s personal development

  • Assist the team with 1st and 2nd line issues/requests as required

  • Collaborate with the wider IT team to ensure service owners are kept informed and escalations are dealt with in a timely fashion

  • Develop and maintain knowledge bases to capture repeatable tasks.

  • Own the JML (Joiners/Movers/Leavers) process and work with the business and Head of IT Operations around capacity planning

  

Notes:

  • Some out of hours work will be necessary for maintenance of critical systems

  • The role is based in Esher, but occasional travel to other locations may be necessary for training and support

 

 

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. 

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

  • Jira Service Management
  • Worked within a “Follow the Sun” support model
  • ITIL v4 Foundation

Required Criteria

  • 5+ years working in a similar role
  • Strong knowledge of ITIL framework and best practices
  • Proficient in service desk software and ITSM tooling •Microsoft 365
  • Degree level education or equivalent

Closing DateMonday 25th November, 2024

  • IT Service Desk Manager

    4 weeks ago

    Esher, Surrey, United Kingdom Healix Full time

    About the RoleWe are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Healix in Esher. The successful candidate will be responsible for managing and mentoring a diverse team of analysts globally, championing Healix IT's mission to provide fit-for-purpose 24x7 support to all teams, regardless of location or time zone.The...

  • Service Desk Operations Lead

    4 weeks ago

    Esher, Surrey, United Kingdom Healix Full time

    Job DescriptionWe are looking for an exceptional IT Service Desk Manager to lead our global team at Healix in Esher. As a key member of our IT department, you will be responsible for ensuring the smooth operation of our service desk, providing timely and effective support to our customers, and driving continuous improvement in our processes and...

  • Help Desk Support Specialist

    2 weeks ago

    Esher, Surrey, United Kingdom March Personnel Full time

    About the RoleWe are seeking a highly skilled Help Desk Support Specialist to join our team. As a Help Desk Support Specialist, you will be responsible for providing technical support to our customers via phone, email, and other channels.Key responsibilities include troubleshooting and resolving customer complaints, maintaining accurate records, and updating...

  • Front Desk Support Role

    3 weeks ago

    Esher, Surrey, United Kingdom The Hersham Surgery Full time

    Job Description:We are seeking a skilled and organized front desk support role to join our team at The Hersham Surgery. As a key member of our team, you will play a vital role in providing exceptional patient care and support to our patients.Responsibilities include:* Receiving patients and making appointments* Managing the telephone system and processing...

  • Global IT Support Supervisor

    4 weeks ago

    Esher, Surrey, United Kingdom Healix Full time

    About the CompanyHealix is a leading healthcare company that safeguards people's health and wellbeing worldwide. We are committed to delivering high-quality services and products that make a real difference to people's lives.We are seeking an experienced IT Service Desk Manager to join our team in Esher. The successful candidate will be responsible for...

  • Global IT Support Lead

    4 weeks ago

    Esher, Surrey, United Kingdom SeeMeHired Full time

    SeeMeHired is seeking a skilled Global IT Support Lead to oversee the company's IT Service Desk, providing application and user support worldwide. The ideal candidate will have strong English skills, delivery focus, self-motivation, and a personable approach.About the RoleThis is a challenging opportunity for an experienced IT professional to lead a diverse...

  • Technical Recruiter

    2 weeks ago

    Esher, United Kingdom Client Server Ltd. Full time

    Technical Recruiter / Recruitment Consultant Esher to £45k Do you have recruitment experience? Are you seeking a role where you can work hard and effect your own earnings, whilst continually learning and developing your career in a supportive team environment? You could be joining our team at Client Server; a leading technology recruitment consultancy based...

  • Head of IT Operations

    6 months ago

    Esher, United Kingdom Healix International Full time

    We are looking to recruit a Head of IT Operations, responsible for administering and maintaining all the infrastructure, software and hardware systems for the global IT estate of the Healix Group as well as managing the IT suppliers and Service Desk. The role is based in Esher, will involve occasional visits to the Bristol office and covers all of Group IT...

  • Financial Services Manager

    10 hours ago

    Esher, Surrey, United Kingdom TPF Recruitment Full time

    A highly skilled Financial Services Manager is required to join a leading firm of chartered accountants in the KT area.This exciting opportunity involves working on audit assignments for a diverse corporate client base across various sectors and sizes, from businesses with £10m turnovers to listed companies and multinational groups.The ideal candidate will...

  • Hospitality Service Manager

    1 week ago

    Esher, United Kingdom CV-Library Full time

    Hospitality Service Manager Who We Are Loveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality. Loveday is recognised as the premier provider of luxury care services in London. About the Property Main Building 37 bed luxury hospitality driven residential nursing care set within a Grade II listed building in 16...

  • Food Service Manager

    3 weeks ago

    Esher, Surrey, United Kingdom Empower Digital Limited Full time

    Catering Supervisors are required to lead and motivate our kitchen team at Digital Park, a leading entertainment venue in the heart of the UK.The ideal candidate will have experience in managing a high-volume food outlet, with strong leadership skills and a passion for delivering exceptional customer service. We offer a competitive salary of £32,000 -...

  • Hospitality Service Manager

    2 weeks ago

    Esher, United Kingdom Loveday & Co (Uk) Ltd Full time

    Who We Are Loveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality.Loveday is recognised as the premier provider of luxury care services in London.About the Property Main Building 37 bed luxury hospitality driven residential nursing care set within a Grade II listed building in 16 acres of landscaped grounds...

  • Hospitality Service Manager

    3 weeks ago

    Esher, United Kingdom Loveday & Co (Uk) Ltd Full time

    Who We Are Loveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality.Loveday is recognised as the premier provider of luxury care services in London.About the Property Main Building 37 bed luxury hospitality driven residential nursing care set within a Grade II listed building in 16 acres of landscaped grounds...

  • Hospitality Service Manager

    3 weeks ago

    Esher, United Kingdom Loveday & Co (UK) Ltd Full time

    Who We Are Loveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality. Loveday is recognised as the premier provider of luxury care services in London. About the PropertyMain Building37 bed luxury hospitality driven residential nursing care set within a Grade II listed building in 16 acres of landscaped grounds...

  • Financial Services Manager

    2 days ago

    Esher, Surrey, United Kingdom Fletcher George Full time

    Fletcher George is a forward-thinking, multi-partner accounting firm seeking a skilled Financial Services Manager to join its team. This role offers the opportunity to manage a diverse portfolio of clients and drive improvements through streamlined bookkeeping processes.Key Responsibilities:Systems implementation & automation: Assist with implementing...

  • Food Service Manager

    2 days ago

    Esher, Surrey, United Kingdom Empower Digital Limited Full time

    Job OverviewWe are seeking a skilled Catering Supervisor/Front of House staff member to join our team at Daytona Sandown Park.The ideal candidate will have excellent communication and leadership skills, as well as the ability to work under pressure during peak periods.Main Responsibilities:Supervise catering staff during events and maintain high standards of...

  • Recruitment Consultant

    6 months ago

    Esher, United Kingdom Client Server Full time

    Recruitment Consultant / Technology Recruitment. Are you seeking a role where you can work hard and effect your own earnings, whilst continually learning and developing your career in a supportive team environment? **We are looking for individuals who**: Are keen to progress your career as a tech-focused recruiter and deliver revenue through placements Have...

  • Equipment and Services Procurement Manager

    2 weeks ago

    Esher, Surrey, United Kingdom NES Fircroft Full time

    Join Our Team as a Commercial Project Director!NES Fircroft is a leading engineering and technical recruitment specialist. We are seeking an experienced Commercial Project Director to lead our global sales efforts for equipment and after-sales services to third-party customers and joint ventures. In this role, you will be responsible for developing and...

  • Customer Service Manager

    4 weeks ago

    Esher, Surrey, United Kingdom Empower Digital Limited Full time

    Empower Digital Limited is currently seeking a professional Front of House Manager to lead the Reception and Front of House areas at our Daytona Sandown Park location in Surrey.Salary: £45,000 per annumAbout the Role:Company OverviewWe are a dynamic company operating in the hospitality sector. Our business requires energetic, enthusiastic, and ambitious...

  • Food Service Assistant Manager

    3 weeks ago

    Esher, Surrey, United Kingdom beBee Professionals Full time £18,000 - £24,000

    We're looking for a skilled Catering Assistant to join our team at beBee Professionals in Esher, UK. As a key member of our kitchen staff, you'll play a vital role in ensuring the delivery of exceptional food service.About the Job:Responsibilities: Prepare and serve food to customers, maintain a clean and safe kitchen environment, store food items correctly,...