Service Desk Manager

The Role

The Service Desk Manager will play the pivotal role in managing a skilled team responsible for the 1st line or front-line support of all technical product managed by Insurance Technology.  The Service Desk Manager will play the pivotal role in managing a skilled service desk team responsible for the first line support of all products managed by Insurance Technology.  This includes setting goals, developing processes, and leading a team of Service Desk team. The manager works closely with other support functions and business leaders to ensure that the support the organization's strategic objectives. 

Responsibilities

• Manage the daily operations of the Service Desk team.
• Develop and execute the Service Desk strategy aligned with organizational goals.
• Lead and develop a high-performing Service Desk team.
• Drive continuous improvement initiatives within the Service Desk.
• Responsible for overseeing the day-to-day effectiveness of the Service Desk Team and ensuring that objective and targets such as SLA/OLAs are met.
• Support the Service Desk Team with their day-to-day task or responsibilities.
• Primary escalation for any concerns, query, or issues related to Service Desk team.
• Works with the Service Desk Leader to develop goals and objectives for the Service Desk.
• Acts as secondary or back up Incident Commander for Critical Incidents.
• Reviews the quality of work performed by the Service Desk.
• Responsible for ensuring that processes owned by Service Desk are reviewed and updated as part of continuous improvement.
• Helps identify shift left opportunities from other resolver teams to the Service Desk.
• Work with other leaders within Service Delivery to ensure that we deliver our core responsibilities and objectives towards our clients and stakeholders.
• Represents Service Desk and closely collaborates with other technology teams in ensuring that that incident trends, incident handling, and the incident management process is calibrated and fit for purpose.

The Requirements

• Proven track record of running large technical teams looking after environments, some of which will be on different time zones
• Experience in handling or managing teams across different time zones and geographies.
• Strong knowledge of cloud technologies and hosting provisions, ideally Microsoft Azure
• Accreditation in ITIL and Azure (e.g. 70-732, AZ-100, AZ-101) advantageous
• Experience in managing a globally diverse function
• Experience in running a technical team with skillsets related to troubleshooting and solving technical problems or issues
• Ability to transition between operating at a strategic level to the specific detail of a technical issue or process
• Success with working with senior external stakeholders
• Ability to identify and drive continuous improvement
• Ability to navigate the internal workings of a global organization to ensure delivery where not all functions report directly under their control
• Working with clients when required to resolve serious issues
• Strong verbal and written communication skills

WTW is an Equal Opportunity Employer