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IT Service Desk Team Manager

Cardiff

  1. Full time

More about the job

About Admiral:

Admiral Group is a FTSE 100 Financial Services company with a presence in eight countries. The company was set up in 1993 as a car insurance specialist, but since then the Group has expanded in other countries and other insurance verticals such as household and travel insurance, in loans, price comparison platforms, and has developed innovative products.

The Group has 7 million customers worldwide and employs over 11,000 people across its operations. Admiral is a growth story with an enviable track record of strong financial performances, ROE consistently over 50%, a turnover of £3.5 bn, and a profit before tax of £520 m in 2019.

Admiral’s philosophy is that ‘people who like what they do, do it better’ and Admiral is proud to offer an open culture where achievement is rewarded and recognised and where coming to work is exciting every day. In 2019, Admiral received a special award from ‘Best Companies to Work For’ as the only company to feature within their rankings since they began 20 years ago: a true testament to the Group’s culture.

Job Purpose:

The IT Service Desk deals with hardware and software related incidents, service requests and the IT aspects of office moves.  The role holder must ensure a customer-focused, high-quality service is provided to all business users within the Admiral Group; supporting the IT Service Desk’s commitment to best practice.

Main Duties:

As a Team Manager you will have overall accountability for prioritisation of day to day team resource and monitoring performance, escalation of issues, driving and managing team outcomes and objectives.

The team manager is required to lead, manage, develop and motivate the team to provide efficient and cost-effective support to meet the requirements of the business community. This will mean liaising with other departments within the Admiral Group as well as business users.

  • Prioritise team workload and allocate work to the team in line with requirements from customers
  • Ensure incidents, requests and backlogs are completed in a timely manner
  • General management of the team, providing day to day direction and support; ensuring high motivation of staff
  • Conduct all staff administrative duties such as shift rotas, 121s, attendance procedures, appraisals and coaching sessions
  • Provide updates on workloads to staff and the IT Business Service Operations Manager
  • Provide comprehensive reporting of individual and team performance against KPI’s; ensuring shortfalls in performance are recognised and appropriate corrective actions are progressed
  • Improve staff performance by ensuring they are adequately trained and have personal development plans.
  • Review upcoming projects/changes/Service introductions that may have an impact to Service Desk volumes and processes and create team response plans
  • Support ITSM and ticket management best practice
  • Attend IT Service Team Manager Meetings and other forums as required to raise awareness of Service Desk workload, challenges, achievements and any other key information.
  • Ensure effective team working practices such as Incident, Problem and Change management
  • Promote continuous improvement practices
  • Ensure adherence to security policies and governance
  • Champion Risk and Quality practices
  • Plan and assist with recruitment to ensure targeted staffing levels are maintained
  • Participation in the Manager On-call escalation rota, providing Major incident support to the business and engineers out of hours.

This is not a full definition of the role but covers the main aspects and drivers for success.

Experience and Qualifications Required:

  • Service oriented
  • Strong interpersonal skills, possessing a Customer-centric attitude
  • Excellent communication skills and the ability to deal with staff at all levels
  • Ability to motivate and engage people
  • Proven leadership qualities
  • Process driven with good attention to detail
  • Commitment to Continual service improvement
  • ITIL Foundation & ITIL Intermediate qualification desirable

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

If you would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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Daryl chats to us about juggling his career and being in the Royal Monmouthshire Royal Engineers Militia We were extremely proud to publicise our promise of support to all those who serve, by signing the Army Covenant back in July last year. We recognise that our Army Reservists are a crucial part of the Defence family, and by implementing protective and flexible workplace policies, we’re able to empower our employees to make a real difference to their personal and professional development.We caught up with Daryl to hear his story…What is your Admiral background?‘’I’ve worked for Admiral for ten and a half years; I began in Claims taking customer calls and joined Claims Audit four years ago and have been there ever since.’’Why did you join the Army Reservists and what Regiment are you part of?“Joining the Army had always been at the back of my mind and it came to a moment in time where it was now or never. My fitness levels weren’t great, so I focused on my training, lost a load of weight and signed up!I’d joined for a little extra challenge in my life, to do something different and to push myself out of my comfort zone. The opportunity presented itself and I grabbed it.I didn’t want to leave Admiral and go into the Army full time but I was craving a new challenge. It’s great that I’m able to enjoy my job here, whilst thriving in a new environment as an Army Reservist.I’m in the Royal Monmouthshire Royal Engineers Militia and have been for the past year now.”How are you finding balancing your two roles as well as family life?“A Royal Engineer is one of the most diverse roles offered in the Army; it’s not just soldiering, but also Combat Engineering – essentially, you have to have a broad spectrum of skills, from front-line Soldier to construction and logistics. The training has been intense; a lot of it you do at the start when joining, but as there is so much, the training carries on as your career progresses.The Claims department has been really good with flexible working; I’m able to finish work earlier at times to get to the Regiment and development courses on time – my managers have been incredibly supportive and have given me all the time I’ve needed.I needed five weeks off this year for training which was all signed off by the Admiral management team. The training then changed due to unforeseen circumstances, but work was so flexible, I took a mixture of paid holiday and unpaid leave for this (I’m still paid by the Army during such training).The flexible working at Admiral is important to me; I know how lucky I am to get this support from my employer.  I’m doing a good job of balancing my job at Admiral, the Reserves and my family life.”Do you find that your Army career has complimented your role here at Admiral?“The training has been fantastic in the Army, it teaches you about responsibility, drive, how to take control of situations, as well as confidence building.The training opportunities are endless, from leadership courses to learning how to work as a team – the training is second to none and continuous.These are all transferable skills that I bring to my role here at Admiral, so ultimately, my Reservist career benefits both parties!”

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We caught up with Chris, who began his Admiral career almost nine years ago, after spending six years as a Lance Corporal, having served two tours in Iraq We were extremely proud to publicise our promise of support to all those who serve, by signing the Army Covenant back in July this year. We recognise that our Army Reservists are a crucial part of the Defence family, and by implementing protective and flexible workplace policies, we’re able to empower our employees to make a real difference to their personal and professional development.We caught up with Chris to hear his story…Can you tell us a bit about your Army career and career at Admiral?‘I left school with no GCSE’s and decided the Army was the best option for me. I passed my basic training and chose to become a driver by trade and completed all possible licences, including; 17.55-ft, 55-ton, motorbike, off-road, etc, all by the time I hit 17.When I reached my 18th birthday, I volunteered to be deployed to Iraq and that’s when I picked up my Lance Corporal title.In the space of two years, I’d spent a year in Iraq on two separate deployments and I’d experienced a lot, including seeing roadside bombs and losing three friends. After two tours, I was ready for something else and thought to myself, what can I do now?I’m so grateful to Admiral for taking me on during a recession, as I was struggling to find a job for a while. The role was a call centre position, so very different from my background, but I saw it as a great opportunity and a foot in the door. It was a massive change for me, going from what I’d experienced in the Army, to an office-based job, and not forgetting to mention, a pay cut too. After six months I adapted well, got used to the different environment and started to enjoy it.I began in Motor Claims and have since explored various areas of the business, including becoming Admiral’s very own chauffer (which sadly isn’t a position anymore!), before ending up where I am today, which is on the Superior Car team. That’s part of the beauty of Admiral, there are so many internal opportunities to move about the business and broaden your horizons.The Chauffer role sounds interesting, how did that come about?In Admiral, there are many opportunities to develop and experience other areas of the business, so when a job came up for an internal chauffeur, I applied and was successful. I had already completed relevant qualifications for this role whilst in the Army, so it felt like the perfect opportunity for me! Importantly, how was the transition from a career in the Army to a career at Admiral?After being out of the Army for a while, I re-joined as a reservist; I was working full-time at Admiral and part-time in the Reserves. This was a great, but gruelling two years.Admiral supported me during this time and paid me during my training days, as well as the required time away.After my time in the regular Army and Reserves, I adjusted to life at Admiral fine. The decompression training provided by the Army helps bring you back to normality, but also, I love working at Admiral; the simple fact that you don’t have to wear a uniform, or shave; it’s a different world. Coming to Admiral was easy for me, you’re able to leave work on time, and do whatever you want after work, and during the weekends.Whilst I enjoyed my time in the Army, which taught me so much, I now appreciate working in a relaxed environment – and knowing exactly what my day will entail.It’s all the little things about working here that made it such an easy transition for me.What are you doing now and are you enjoying it?I’m now a part of Claims’ Superior Car team – managing a small team that I helped set up from scratch. It involves helping customers who’ve unfortunately been involved in an accident in a “supercar” (Ferrari McLaren , Rolls Royce, etc.). My skills and experiences developed during my Army career, along with my passion for cars and driving, has allowed me to flourish in this role.I feel very lucky that Admiral took that chance on me nine years ago, I’m able to work with my passion and I really do enjoy coming to work every day – how many people can say that?

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Our Benefits

As one of our four pillars to our culture, Reward and Recognition is extremely important. We believe that happy staff make happy customers, so we have a huge range of great benefits to make sure everybody has something to smile about! Here are a few of our more popular ones.

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