Service Desk Manager

The Service Desk Manager will provide leadership in the optimisation and execution of the Service Desk function, and will report to the Global Director of End User Technology and Services.

The position is responsible for the upkeep, improvement, and smooth operation of the Service Desk systems and processes. They will ensure that all Service Desk SLA's are met, and identify opportunities to improve performance through process or through additional system development.

This person will define and document communication standards and Ticket Management processes, and will monitor the team to ensure these are met at all times.

The Service Desk Manager will take ownership of all Service Desk technical and self-help documentation, will identify gaps and areas for improvement, and ensure they are continually updated by the team.

The position must be located in the United Kingdom and successfully obtain the United Kingdom CTC (Counter Terrorist Check) clearance. The average working hours per week is 40. Due to the nature of the job, the person must be available during non-business hours if emergency/urgent business situations arise. The Specialist must make reasonable time availability to the colleagues in both the USA, the UK, and elsewhere. Some travel may be required within the UK and abroad to the United States when warranted.

• Ensure that all service desk incidents and requests are dealt with in an accurate, effective, and timely manner
• Monitor the performance of the engineering team to ensure that communication and resolution standards are adhered to at all times
• Ensure that the quality of the service provided by the Service Desk team meets or exceeds defined SLAs
• Act as primary/secondary escalation point for all user requests and incidents
• Identify and communicate any issues that need further escalation to the Director of End User Technology
• Ensure that ticket volumes are managed and balanced appropriately between engineers and time zones.
• Ensure that all Service Desk processes and procedures are fully documented, regularly reviewed and updated, and adhere to security and regulatory policies
• Provide monthly reporting of call/resolution volumes, SLA compliance
• Provide a weekly report of positive and negative feedback received through multiple methods, including ticket escalation paths and customer surveys.
• Monitor and report Service Desk ticket and resolution categories, ensure that tickets are categorised accurately, and identify patterns or areas of high labour overhead
• Ensure that all end-user technology assets are accurately represented within the asset register system at all times
• Identify potential areas of improvement for Service Desk systems or processes, and work with the Director of End User Technology and Services to create an enhancement plan.
• Hold regular team meetings to review and communicate Service desk processes, discuss problematic issues, and re-allocate issues and requests based on load, timezone, and urgency
• Identify any knowledge gaps or training needs within the team, and work with individuals and management to ensure these are remediated.

• Understanding of Incident Management, Change Management, Configuration Management, and Release Management as it relates to ITIL
• Bachelor's degree in a related field or equivalent work experience
• Minimum of 1+ years working on a team as part of a large IT organization
• Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle
• ITIL v3 Foundation certification
• Strong analytical skills
• Strong written and verbal communication skills.
• Ability to continuously prioritize and multitask work efficiently
• Ability to interact with international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures
• Must be willing to work weekends / after hours as needed
• Must be willing to travel up to 10% of the time
• Must be able to pass a credit and criminal history background check

Understanding People and Supporting People

Communication: Listens actively to understand the point of view of others. Conveys ideas, information, and key points of an argument credibly. Effectively tailors communication style based on feedback and the reaction of the audience. Checks to ensure messages have been understood by relevant parties.

Building Relationships: Seeks out relevant contacts internally and externally. Interacts regularly with key stakeholders across LLH/PSI/TALOGY. Leverages shared interests to build relationships internal and external to LLH/PSI/TALOGY. Maintains a broad network of contacts through frequent outreach and communication.

Managing Conflict: Anticipates and addresses likely areas of disagreement or conflict before problems arise. Maintains a neutral and objective point of view, working toward resolution. Focuses on the problem, not the person. Seeks to resolve conflict by finding common ground, ways to compromise, and a mutually satisfactory solution.

Organizational Agility: Considers context, competing goals, and different stakeholders when implementing strategies. Leverages networks to get things done. Works cross-functionally within the organization to achieve shared objectives. Uses organizational strategies, policies, and procedures to support progress and achieve goals.

Evaluating and Influencing Change

Critical Thinking: Seeks out information from multiple sources to support decision-making. Identifies the most appropriate data points from varying resources. Uses evidence and reasoning when communicating decisions to others. Focuses on the facts and evidence available when making decisions.

Strategic Thinking: Considers the broader direction of LLH/PSI/TALOGY when making business decisions. Defines clear, practical strategies to achieve desired department outcomes. Mitigates risks when implementing strategies. Modifies strategy implementation in line with the changing direction of the business.

Breadth of Perspective: Anticipates the consequences of events, actions, and plans. Thinks broadly about competing interests within the business. Understands interrelationships of systems, functions, or processes. Simplifies complex priorities into actionable processes for their department.

Leading Change: recognizes the need for change in line with market and competitor factors. Seeks input for new ways of working from various sources. Translates the strategic vision for change into actions. Role models' willingness to try new approaches with others.

Driving and Delivering Quality

Delegating and Empowering: Distributes workload according to time, talent, and development requirements of their team. Maintains two-way dialogue with others on progress and results. Shares responsibility and authority amongst team members. Allows others to complete tasks independently.

Adaptability: Readily adopts new methods and techniques. Changes direction as necessary. Quickly adjusts course of action in response to new information or circumstances. Demonstrates a flexible approach when dealing with others.