IT Operations Team Lead - London, United Kingdom - Clarksons

Clarksons
Clarksons
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Company Overview


Offering a complete ecosystem of maritime services, including broking, finance, port services and research, Clarksons is at the heart of global shipping.

Our unrivalled reach, expertise, and depth of experience, combined with leading research, enables us to partner with clients across every sector to meet the demands of the world's rapidly evolving maritime, offshore, trade and energy markets.

Building on our unique heritage and harnessing our insights to see further, faster, we collaborate with our clients and communities to create strategies that have a positive impact on the industry and the world around us.

Dedicated to excellence, it is our people that drive success for our clients.


Role Summary

What you'll be doing

  • Managing the EMEA Operations Team and acting as the key point of contact for user incidents & requests and ensuring a "white glove" service is provided/tracked for VIPs within the firm.
  • Ensuring incidents/requests are correctly triaged and prioritized to effective resolution, including user expectation & effective communication.
  • Lead by example to set the standard for support and manage all queues to ensure that no calls are unanswered or unassigned.
  • Track all associated KPI's & CSFs, as well as undertaking frequent reviews to make sure they remain relevant and effective in delivering the right outcome to our customer base.
  • Use existing Data (ticket & phone statistics) to ensure shifts are effectively managed, tickets are dealt with and the correct level of quality is being applied.
  • Continuously look for ways to develop & improve the entire team, identify training & personal development requirements.
  • Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
  • Educate colleagues on best practice, adoption & utilization of technology to improve services.
  • Work with the IT Manager to identify trends/potential problems and plan to remediate.
  • Review all frequent "Start of Day" checks to ensure they remain effective. Be responsible for the operational stability for printers/peripherals.
  • Provide support with hardware and software maintenance.
  • Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems.
  • Work with a "global mindset" to help ensure we deliver the same high service to our customers, regardless of location.
  • Ensure the mechanisms and measures are in place to ensure IT teams and onsite colleagues work safely and securely within the boundaries of the existing security parameters, security principles, and policies such as but not limited to
  • Acceptable Usage, Security Incident Management, Data Breach, and Vulnerability management events.
  • Act as the first management point of escalation and complete ownership for EMEA user incidents, service requests and service quality, with a set, agreed backlog of service improvement.
  • Working together with Global Leads to ensure work is prioritized and handed over correctly between regions as part of a Follow-Thesun support model.
  • Providing an escalation point for engineering and operations teams.
  • Managing the work demands & backlog of the team for effective resource Management.
  • Playing an active role in the global platforms' leadership team, setting the standards for how we deliver services to the business.
  • Work closely with fellow Team Leads to create a continuous feedbackloop between Operations teams for knowledge sharing, issues/requirements and create a culture of collaboration within the whole IT Department.
  • Additional / ad hoc duties as needed to meet the needs of the business.

What we're looking for

Experience & Knowledge

  • Previous experience within a customer facing IT Support Team leadership role/IT Support Team
  • Experience using Data to drive desired positive outcomes.
  • Good knowledge of ServiceNow ITSM (or similar).
  • Customer oriented, with a passion for delivering excellent service and continuous improvement.
  • Excellent communication skills, able to provide technical support over the telephone, chat, or face to face.
  • Experience delivering a 'White Glove' service to VIPS.
  • Professional manner with a strong work ethic.
  • Good problemsolving skills, with a solution focused approach.
  • Ability to adapt and manage a constantly changing flow of support calls and walkup technical assistance.
  • Ability to multitask effectively during busy times and remain calm during stressful situations.
  • A collaborator who can work within a framework of procedure and policies.
  • Selfmotivated and able to use initiative.
  • Flexible and willing to work outside of the core hours if necessary.
  • Knowledge and some experience of products within the Microsoft 365 suite.
  • Knowledge and experience of o Active Directory & Azure Active Directory administration
  • Able to learn quickly and work within a demanding enviro
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