Service Desk Team 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’.  
 
We’re here to understand and serve our users, customers and organisation, through the delivery of an innovative, engaged and accountable Service Desk function 

Our values are: 

• Service 
• Camaraderie 
• Candour 
• Integrity 
• Growth 

We manage the end-to-end fulfilment of IT incidents and service requests.  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 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 managed 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 Head of IT Service Desk. 
• 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 

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

Experience and Qualifications Required 

Essential 

• Proven leadership qualities. Must have experience of leading and coaching performance 
• Strong interpersonal skills, possessing a customer-centric attitude 
• Ability to motivate and engage people 
• Excellent communication skills and the ability to deal with staff at all levels 
• Process driven with good attention to detail 
• Commitment to Continual service improvement 
• ITIL v3/4 Foundation 

Desirable 

• ITIL v3/4 intermediate certifications 
• Knowledge Management expertise with demonstrable experience of applying shift-left 
• Experience working with Service Transition practices 
• Servicenow tooling experience for incident, problem and change processes 
• CMI 5 Certification 

*Feedback and interviews will commence throughout February 2022*

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/.

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

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