Service Desk Lead

This role comes at a fantastic time for an established yet growing part of the business. Our staff put the customer first, and we encourage your suggestions on how we can continue to exceed their expectations while providing a market leading service.

About Admiral Money

Admiral Money is an exciting, new division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral. 

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future.

We’re looking for people who are keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

The Role

We are looking for a hands-on Service Desk Lead to oversee the IT helpdesk.  They will ensure service support meets business needs. This position is a stakeholder facing role which requires the successful candidate to establish and manage expectations within the business and drive the IT teams, to achieve high expectations.

You will be joining a highly motivated, tech savvy and fast paced IT Operations team with a large programme of change planned for the foreseeable future. You will act as an escalation point for our IT support teams and have the opportunity to develop our IT service management processes/practices as the business continues to grow.

You will be an organised, enthusiastic self-starter, a problem solver and to top it off a great communicator, able work closely with our colleagues and any third parties that might be involved in the delivery of our services to the business. You will be someone that people can trust and turn to for help and support, you will be a keen learner and willing to increase your knowledge, skills and progress your career and grow with the company.

Key Duties:

• Ensure helpdesk activities are undertaken inline with IT policies and procedures.
• Continual improvements of our IT Helpdesk system and processes, automating regular repeatable processes, integration with other Admiral Money tools and systems
• Form part of the major incident team alongside IT Ops management
  • Manage incoming major incidents, analysing them to understand their impact and priority.
  • Coordinate fault resolution with technical teams, minimising system downtime
  • Communicate regular major incident updates to stakeholders
  • Facilitate and coordinate technical meetings for major incidents and problem investigations where the root cause is unknown or complex
  • Lead and facilitate post incident reviews, documenting outcomes and actions
  • Analyse incidents to determine whether new incidents are related to existing problem records
  • Perform trend analysis and produce reports to demonstrate where possible repeat incidents are occurring across the organisation
  • Manage root cause analysis between technical teams through to resolution
  • Raise and manage IT Risk Events
  • Creation of IT Incident Reports
• Deputise for Service Delivery Manager in their absence.
• Maintenance and release coordination
• Solicit stakeholder input into IT service strategic and operational plans.
• Act as an escalation point for end users and commercial partners on IT service issues.
• Take ownership of technology complaints, engaging with IT teams as necessary and create and own response plans as required.
• Monitor and measure customer and end user experience to stimulate continual improvement activities and drive successful business outcomes
• Due to the nature of this role, there may be occasions when you will need to undertake activities outside of standard office hours.

Essential:

• Experience of administration and troubleshooting of cloud technologies including AWS, Azure Active Directory, Office 365, and Atlassian products.
• Experience with IT management tools including Microsoft Endpoint Manager (Intune) and JAMF.
• Experience of improving service desk processes/tooling
• Knowledge of ITIL/COBIT 2013
• Experience in producing management information reports.
• Passionate for driving continuous service improvement.

Desirable:

• Experience working in financial sector/financial products,
• Good understanding of regulatory requirements in the financial sector.
• Experience in team management/ mentoring
• Related professional qualifications, ITIL/COBIT 2019

Salary, Benefits and Work-Life Balance

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 consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration

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