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About The Role
We have an exciting role available for an IT Service Desk Manager which is pivotal to delivering a great customer journey for allpay's internal employees and external clients.
If you're passionate about delivering amazing customer service and looking at the bigger picture to build on the user experience, not to mention putting out the odd fire, then this could be the ideal role for you. In addition to this you will need to be versatile enough to provide support to the wider areas of our IT Operations team.
What will I be expected to do in this role:
* Managing the IT Service Desk, Service Operations and Desktop Support functions. Ensuring the Services function provides a centralised conduit for all to the business for all IT related issues. You will have a proven background in managing a Service Desk team, including work assignment and resource management.
* Assessing impact and planning delivery for new work tasks for system enhancements, integrations, and upgrades. Liaising with other members of IT, business users and 3rd party suppliers to ensure that changes are managed effectively with a minimum disruption to the business.
* Acting as the IT escalation point to all areas of the business for any IT support issues.
* Developing and maintaining a plan for the Services team, managing and motivating resources to ensure they are utilised effectively and providing quality and responsive customer service.
* Ensuring that detailed documentation is produced and maintained for all IT systems and interfaces.
* Highlighting where systems are not compliant with Auditry requirements and helping seek solutions along with the Infrastructure & architecture team.
* Providing compliance support and evidence for auditry requirements.
* Managing small project work in line with the allpay software and hardware roadmaps.
* Driving Process & ITIL focused mindset across Service Desk.
About You
What are we looking for you to have?
* Proven customer service and support focus with a desire to deliver a high quality service.
* Proven experience working with Microsoft products, specifically Microsoft Dynamics.
* Proven ability to be self-motivated and highly professional with ability to lead and take ownership and responsibility.
* Proven ability to multi-task, work under pressure and to tight deadlines.
* Previous experience leading technical support teams with ILM (or equivalent) certification as minimum.
* Proven previous experience in a hands-on support lead/manager role.
* Proven extensive problem solving and debugging skills.
* Proven ability to independently apply production upgrades and support the products and technologies.
* Proven experience in providing services to agreed SLA's and OLA's.
* Experienced in Problem and Incident Management.
* Previous experience with working in an ITIL environment with ITIL V3 Foundation as minimum.
* Previous experience with supporting multi-tier infrastructures.
* Proven effective interpersonal and communication skills.
* Experience working within shift based service desk models would be desirable.
About Us
allpay Limited are one of the fastest growing Fintech companies in the UK and are experts in the payment and financial services arena. We have also successfully diversified into a number of other sectors.
People are at the heart of allpay and we reward our employee with a competitive benefits package which includes, a defined contribution group pension scheme, income protection, life assurance, an array of health and wellbeing options including private healthcare cover and an onsite gym. This is coupled with our excellent Learning and Development offering.
We are a company committed to Equal Opportunities.
All roles at allpay Limited are subject to successful background checks including a DBS and Credit Check.
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