EL/230524IT - IT Service Desk Manager
Posted: 03/06/2024 11:40
Salary: Competitive
Location: London
Level: Technical
Deadline: 23/08/2024 23:59
Hours: 35
Benefits: Please refer to the list of Employee Benefits
Job Type: Casual
Job Description
Job TitleService Desk Manager
Division Group IT
Location London
Website www.amwinsglobalrisks.com
Amwins Global Risks
At Amwins Global Risks, we succeed together. We’re not ‘just another London broker’ placing risks and signing contracts. We’re forging relationships that are built to last. With over 700 employees around the world and a global footprint across more than 150 countries, we’ve cemented our place as a top 10 contributor to Lloyd’s.
Insurance is a relationship-based business, and achieving success means hiring the best talent in the industry. When you join us, we will encourage and support your professional and personal development as we invest in you and your learning to help you succeed and grow.
We believe in a flat organisational structure that prizes expertise and relationships equally. We’ve built a workplace where talent, collaboration and inclusivity are valued, and our commitment to diversity, equity and inclusion helps cultivate an open, welcoming workplace where everyone who works with us can be themselves.
Introduction
- Manage the Service Desk team, motivating & guiding the team whilst constantly striving to improve the service that we deliver to the business.
- Establishing relationships across the business & promoting the IT service model.
- Managing the delivery of a high quality IT service to all users – striving to maximise 1st time resolution of issues.
Responsibilities
- Plan, organize, and coordinate the daily operations of the service desk team.
- Monitor and report on the service desk performance metrics, such as ticket volume, resolution time, customer satisfaction, and service level compliance.
- Establish and maintain the service desk policies, procedures, and standards.
- Provide coaching, training, and feedback to the service desk staff.
- Handle escalated and complex customer issues and complaints.
- Identify and implement service desk improvements and best practices.
- Documentation of all Service Desk procedures, building out the knowledge base for the team to assist with 1st time resolution targets.
- Collaborate with other IT teams and stakeholders to ensure alignment and integration of the service desk services.
- Stay updated on the latest IT trends, technologies, and best practices.
- Support and maintain the Service Desk across all locations (currently, London, Cheltenham, East Grinstead, Remote workers, Amsterdam (Netherlands) and Miami (USA)).
Knowledge/Skills/Qualifications
- Experience in customer service, satisfaction, or quality assurance.
- Knowledge of customer satisfaction measurement tools and techniques.
- Proficiency in data analysis and reporting software.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making skills.
- Ability to work independently and as part of a team.
- Customer-oriented and empathetic attitude.
- Attention to detail and accuracy.
- Adaptability and flexibility in a fast-paced environment.
- Leadership experience.
- Knowledge of Microsoft Products.
- Knowledge of Active Directory.
- Project skills & delivery mentality.
- ITIL.
- Continuous improvement.
- Travel to all other offices will be required.
Key Competencies
- Understanding the customer.
- Communicating and influencing.
- Managing and Improving Performance.
- Planning and organising.
- Analysis & Decision.
- Leadership.