Service Desk Manager

The Admiral IT Service Desk vision is to ‘create an innovative Service Desk, that is flexible and responsive to serving business needs, exemplifying a growth culture that supports the pathways to careers in digital, data and technology’.

As 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 customer focused support to meet the requirements of the business community.

Main Responsibilities

• Incident and Request Management
  • Ensure incidents and requests are managed in a timely manner, ensuring SLA and KPI fulfilment within Admiral IT Service Desk quality framework.
  • Support your direct reports in achieving ambitious targets for incident and request resolution.
  • Provide high quality support for all user technical support queries, requests, and incidents, in line with incident and request fulfilment management processes and procedures.
  • Ensure effective management of issues and queries raised through omni channel support framework and handling the resulting incidents or service requests, using agreed incident management and request fulfilment processes.
  • Provide stakeholders with updates on the status of technical incidents, service requests and problems.
  • Regularly engage with other Admiral IT teams and / or suppliers to resolve technical incidents, service requests and problems in line with agreed service levels.
• Continual Service Improvement
  • Proactively contribute to continual service improvement through the identification of Service Desk process and procedure improvements.
• Measurement and Reporting
  • Maintain reports and analysis on workstreams, allowing effective data-led decision making in leading your team.
• Quality Assurance
  • Support your team in embedding the Service Desk Quality Assurance framework for existing services and products to ensure that they meet the standards regarding success criteria, outcomes, and benefits.

Technical Capabilities (SFIA)

• Knowledge Management
  • Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge.
• Incident Management
  • Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.
• Problem Management
  • Initiates and monitors actions to investigate and resolve problems in systems, processes, and services. Determine problem fixes and remedies. Collaborates with others to implemented agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.
• Service Level Management
  • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service delivery performance to identify actions required to maintain or improve levels of service. Initiates and reports on actions to maintain or improve levels of service.
• Measurement
  • Applies standard techniques to support the specification of measures and the collection and maintenance of data for measurement. Generate, produce and distributes reports. Uses measurement tools for routine analysis of data. Identifies and implements improvements to data collection methods.
• Customer Service Support
  • Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that service delivery is tracked and monitored, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions.

Behavioural Competencies

• Communication
• Teamwork
• Leadership
• Problem Solving
• Customer Focus

Desirable Qualifications/ Certifications

• SDI Service Desk Manager
• ITIL 4 Foundation
• ITIL 4 Delivering Stakeholder Value
• ITIL 4 Create Deliver and Support
• ITIL 4 Direct Plan and Improve
• ITIL 4 High Velocity IT

Feedback and Interviews

We aim to provide feedback on applicatons within a week and if successful, interviews will be arranged the following week.

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 consistently voted one of 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.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

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