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* Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to LRQA employees worldwide.
* Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.
* Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
* Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals.
* Foster a culture of service excellence, collaboration, and continuous learning within the team.
Key Responsibilities:
Team Leadership and Management:
* Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
* Line manage 2 Service Desk Team Leads and support their efforts to develop and manage their teams.
* Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
Service Delivery and Continuous Improvement:
* Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
* Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
* Implement and maintain ITIL best practices for the delivery of Service Desk function.
Incident Management and Escalation:
* Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
* Collaborate with the ITSM team to support business user with incident and service requests.
* Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
Collaboration and Stakeholder Engagement:
* Build strong relationships with key stakeholders across LRQA to ensure the Service Desk aligns with business needs.
* Partner with other IT teams (e.g., ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives.
Reporting and Communication:
* Provide regular reporting on service desk performance, highlighting trends and recommending actionable improvements.
* Contribute to monthly service reports and present updates in monthly service review meetings.
* Communicate effectively with both technical and non-technical audiences, ensuring clear updates on issues and resolutions.
Technology and Tools Management:
* Manage the Service Desk’s tools and platforms, such as ticketing systems and knowledge bases, to optimise support and self-service capabilities.
* Evaluate and recommend new technologies to enhance the efficiency and effectiveness of the Service Desk.
Technical/Professional Qualifications/Requirements:
Education and Experience:
* At least 5 years' experience in a similar role managing a global or regional Service Desk function.
* Strong leadership experience, including managing teams with multiple reporting lines.
* Background in IT service delivery within a medium to large enterprise environment.
Technical Expertise:
* In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
* Familiarity with Halo ITSM, or other enterprise-grade ITSM tools.
* Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.
Skills and Competencies:
* Exceptional interpersonal and communication skills, able to engage effectively with stakeholders at all levels.
* Strong analytical and problem-solving skills, with a focus on root cause analysis and preventive measures.
* Ability to manage competing priorities and work effectively under pressure.
* Commitment to fostering a customer-centric culture within the Service Desk team.
* Experience in managing global teams and working across multiple time zones.
* Knowledge of agile & DevOps methodologies and their application to IT operations.
* Relevant certifications, such as Microsoft, Cisco, or cloud platforms (Azure, AWS).
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