Service Desk Manager - Colchester, United Kingdom - Linklaters

Linklaters
Linklaters
Verified Company
Colchester, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Purpose
Responsible for all aspects of Linklaters' 24/7 IT Support Desk support offering.

The IT Service Desk Manager designs and implements global strategy for the IT Service Desk ('the desk').

Managing a team of IT Support Team Leaders and IT analysts in support of a global customer base who access a sophisticated technical environment fromeither within a Linklaters office or remotely.


The role is key in ensuring that our delivered IT solutions are supported 24/7 with a 'higher than industry standard' first time fix rate, mínimal user call wait time and driving a shift left approach to support.


Key Dimensions
A key management role within the Technology Service Delivery Team.

IT Support Desk strategy definition and implementation including policy, process, automation, shift left and performance standards.


Ensuring conformity with process, procedure and guideline deemed to be 'best practice' the IT Service Desk Manager will have responsibility for the desk service meeting agreed levels, measured through key performance indicators and customer satisfactionstandards.

Budgetary responsibility includes direct and indirect costs for Global IT Support staff.


Leading a team motivated to deliver high levels of service, line management responsibility includes three Team Leaders and 35+ IT Support Analysts (mixed Linklaters staff and managed service seats).


Responsible for high quality and efficient handling of all aspects of day to day service desk management, including incident resolution escalation, and workload management.


Key responsibilities and challenges

Overall
Deliver world class IT service desk support for Linklaters globally.

Provide effective and efficient desk staffing through relationship management with managed service and recruitment agencies.

Provide a primary point of IT Support for all (first and second line) remotely fixable IT issues. Providing either workaround, fix, management or technical escalation as appropriate.

Product ownership of ask.
IT online, Linklaters branded IT Service Portal. Driving a shift lead, digital first approach to support.


Attend Change Action Board, Service forum (and other appropriate governance meetings) to provide input, approval and recommendations from a service desk perspective.


Provide support to projects through the Support and Transition process ensuring that the appropriate documentation is available, and the support work flow path is clearly communicated.

Enhance the visibility of the team and services offered through appropriate marketing and act upon feedback received.

Third party vendor relationship management.

Input into the department budget. Track and report on expenditure and ensure costs are managed.


Team Management


Line manage the activities of support staff in the team to provide day-to-day operational support and be available to respond to escalation events at any time.

Develop and encourage effective communications processes between the central support staff and the local IT service staff.

Motivate the Team ensuring that morale levels are high.

Monitor and measure team and individual performance to regularly reviewed standards.

Support and develop each permanent team member through regular performance reviews and coaching. Setting SMART objectives, carrying out regular 1:1 meetings, and providing feedback in a timely manner.

Delegation of key tasks and responsibilities to appropriate members of the team when required.


Quality
Monitor and measure contact quality to ensure a high level of customer service is achieved. Manage the transfer from first
- and second-line support to wider issue resolution teams within technology as required.

Report on customer satisfaction through event-based surveys. Follow up on feedback received and implement changes based on this feedback.

Ensure standards, policies and procedures are developed, maintained, communicated and adhered to. Recommend, approve and implement changes for increasing the efficiency and effectiveness of the team.

Ensure the team training plans are progressed.

Analyse, identify and report on service trends and make recommendations for continuous service improvement initiatives.

Manage all escalated complaints.

Analyse and report on the performance of the team against service levels and Key Performance Indicators. Implement continuous improvement initiatives around support.

Identifying and closing performance gaps, analysing trends and management of performance of the team and individuals.


Key contacts

  • In department_
All members of the Technology Leadership Team

Project teams

Regional IT Support teams

IT Training Team

  • In the firm_
Staff within the Practice at all levels

  • External_
Outsourcers

Consultants


Characteristics, Skills & Experience required:


Character

  • Collaborative
  • Excellent communication skills
  • Able to manage complex issues
  • Leadership and team building skills
  • Excellent interpersonal skills
  • Good sense of humour
  • Languages
  • Effective written and spoken English

Practical experience

  • Previous team management experience
  • 5 Years IT Service Desk experience
  • Knowledge of IT Service Desk industry best practice
  • Understands SLAs and KPI's
  • Familiarity with call logging systems

Office skills
Documentation and report production


Commercial Skills
Experience of supplier management


Technical Skills

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.

Application Policy
**Applications are only accepted online via the portal.
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