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    Service Desk Manager - London, United Kingdom - Arthur

    Arthur
    Arthur London, United Kingdom

    1 week ago

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    Description

    Arthur are delighted to be partnered with a leading broker in London who are seeking a Service Desk Manager to join the team on a permanent basis. Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment.

    As an IT Service Desk Manager, you will:
    • Lead and motivate the Service Desk team to enhance service delivery.
    • Build and maintain relationships across the business.
    • Ensure high-quality IT support for all users, aiming for maximum first-time issue resolution.
    Key Responsibilities:
    • Oversee daily operations and performance metrics of the service desk.
    • Develop and enforce service desk policies and standards.
    • Provide coaching and training to staff.
    • Handle complex customer issues and complaints.
    • Implement service desk improvements and best practices.
    • Maintain documentation and knowledge base for the team.
    • Collaborate with other IT teams and stakeholders.
    • Stay updated on IT trends and best practices.
    • Support and maintain the Service Desk across multiple location.
    Qualifications & Skills
    • Experience in customer service and satisfaction.
    • Proficiency in data analysis and reporting software.
    • Excellent communication and interpersonal skills.
    • Strong problem-solving and decision-making abilities.
    • Leadership experience.
    • Knowledge of Microsoft Products, Active Directory, ITIL, and project management.
    • Willingness to travel to various office locations.
    Key Competencies
    • Customer understanding
    • Effective communication and influence
    • Performance management and improvement
    • Planning and organization
    • Analytical decision-making
    • Strong leadership
    Please note, this role is 5 days in the office in Central London - please appy for further review
    #J-18808-Ljbffr
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