IT Service Desk Manager 12m contract
About Benchmark
Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey – from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value.
We support high quality financial advisers with our award-winning technology and support services.
Ensuring good client outcomes, with the client’s interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.
The base
You'll be based at our Schroders Business Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team.
What you'll do.
This position is responsible for fully managing the Technical Service Desk team. The team is responsible for supporting the internal staff of the Benchmark Capital Group, its subsidiaries and acquisitions for IT incidents and requests. This is achieved by ensuring all employees are provisioned with the hardware, software, ongoing technical support and guidance required to allow them to perform their roles.
Responsibilities:
* Fully manage the Technical Service Desk IT support team, both onsite and remotely in order to ensure they maintain customer focus.
* Manage the internal client support environment to ensure its function is highly available and operates within agreed targets and SLAs whilst offering excellent customer service.
* Ensure adequate resource levels are available within the team by managing rotas, absence and recruitment.
* Receive and respond to escalated requests and incidents from the service desk, prioritising and triaging as necessary through to resolution.
* Perform regular reporting and liaise with the Infrastructure Services Manager and Group Head of Enterprise Technology on the status of the Service Desk.
* Manage the inventory and procurement of all IT assets, consumables and software licences.
* Ensure daily routine maintenance checks are completed on key systems by the Service Desk team.
* Create accurate documentation for instances of hardware failure, repair, installation, and removal.
* Evaluate, develop and implement policies and procedures related to computer systems operation and development.
* Oversee installation, configuration, maintenance, and troubleshooting of end user hardware, software, and peripheral devices.
* Account Management – ownership of the joiners/leavers process from an access control and hardware perspective.
* Liaise with and provide training to staff on computer operation, new user onboarding, Infrastructure policies and application use within the business.
* Help and support the wider Group IT in deploying and rolling out internal software applications and updates.
* Liaise cross-functionally, with Acquisitions and third-party vendors as the sole contact for any Group IT projects, queries or concerns.
* Monitor and test hardware performance and provide statistics and reports to the Infrastructure Services Manager.
* Ensure the company complies with regulatory standards and best practices.
* Attend Benchmark Capital Group sites to coordinate support and efforts for site set-up, IT requests, issues and upgrades as required.
* Arrange resources for remote site support and ensure the team is provisioned with the equipment, knowledge and guidance to confidently execute off-site visits.
* Manage and consult Incident, Problem and Change Management processes, applying them to the business model and its fundamentals using ITIL practices.
* Maintain the current and future ITSM ticketing tool to ensure it meets current operational requirements.
The knowledge, experience and qualifications you need:
* Demonstrable technical knowledge of current network protocols, modern client operating systems (Windows 10/11), and best practice IT standards.
* Experience in understanding technical issues and conveying the issues in a straightforward way to specialist and non-specialist audiences.
* Good knowledge of ITIL concepts along with ITSM best practices.
* An understanding of networking principles, including TCP/IP coupled knowledge of Active Directory, machine builds via Imaging.
* Strong customer service and relationship management focus.
* Ability to troubleshoot problems in a timely and accurate fashion.
* Excellent interpersonal, time management and communication skills - both written and oral.
What you'll be like
Promoter of the Treating Customers Fairly principles and deliver your own responsibility for the duty of care to our clients. The ideal candidate is energetic, motivated with a proactive and enthusiastic attitude, possesses good analytical and problem-solving abilities, and is keen to take on a role in a department with development and advancement opportunities.
We're looking for the best, whoever they are
Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer.
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