IT Service Desk Team Manager

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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