Service Desk Operations Manager

Job title:

Service Desk Operations Manager

Company:

Just

Job description

At Just we encourage a flexible and agile working environment for the majority of our opportunities. Get in touch with us to discuss in more detail.Service Desk Operations ManagerFull TimeLondon or Reigate – HybridWho are Just?We’re a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £4bn of assets.We are a purpose driven company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.PurposeWe are seeking a dynamic and experienced Service Desk Operations Manager to join our team.The Service Desk Operations Manager is responsible for leading and managing the service desk team which includes 1st and 2nd line engineers, alongside managing the day to day operations of the IT service desk function. They are accountable for aspects of service management including incident management, major incident management, problem management, service request fulfilment, configuration and asset management, reporting, continuous service and operational acceptance for new and changed services.The Service Desk Manager will support service improvements across the tools, processes and policies within the function. They will support the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes and determining costs and benefits of new approaches that maybe neededKey AccountabilitiesThe Service Desk Operations Manager will ensure that customer expectations are met or exceeded and responsible for ensuring service team staff are meeting and exceeding expectations regarding performance, meeting defined benchmarks, and that standards and processes are followed to provide effective customer service. Key accountabilities include:Lead and line manage a team of IT service engineers, covering 1st and 2nd lineCarrying out one to ones, appraisals, setting and monitoring performance goals for the service desk team, and providing training and development opportunitiesAct as an escalation point for the service desk team and for our internal user baseManage, monitor and report on all tickets coming into the Technology Operations functionManage priority 1 and priority 2 incidents through to resolution, including co-ordinating an incident team, capturing root cause analysis and keeping stakeholders updated and informed through communicationsManage communications and updates to our users centrally through the IT Service DeskMonitor and report on service performance against agreed service level agreements (SLAs)Monitor and report on customer satisfaction feedback and survey scores and act on feedback through continuous improvement to service deliverySupport continual improvement plans for IT service improvement initiativesEnsure the knowledge base within Service Now is maintained and report on improvements to self-service resolutionCreate, manage and maintain excellent working relationship with stakeholders across the businessesMaintain and manage relationships with vendor and technology partnersSupport the new starters, leavers and transfers processesMaintain a register of assets in line with the starters and leavers processIdentify process optimisation opportunities and contribute to and support the implementation of proposed solutionsBe a Champion for the use of ServiceNowPromote a ‘One Team’ ethos with effective collaboration between colleagues and key stakeholdersTrain, coach and mentor other team members where necessaryChampion Agile best-practices, processes, and tools in support of service processesQualifications and ExperienceProven experience as a Service Desk Manager or strong supervisory or experience in an ITSM environmentExcellent working knowledge of Service NowOffice 365 product suite and Microsoft cloud servicesStrong experience of implementing service desk processes and proceduresStrong leadership and interpersonal skills.Excellent problem-solving and decision-making abilities.Good knowledge of reporting and ability to extract data for operational reportingITIL certified / ITIL qualificationsExceptional communication skills, both written and verbal.Excellent customer facing / customer service skillsAble to work under pressure and meet deadlinesExperience managing third party vendorsDemonstrable experience supporting technology service roadmapsBenefits we offer

• Competitive Salary, Pension Scheme and Life Assurance
• 25 Days Annual Leave plus an Additional Day on us for your Birthday
• Private Medical Cover and Income Protection, just in case
• A Bonus Scheme that takes a balanced approach and looks at both `in role performance’ but also `the behaviours and attitudes you exhibit at work’
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• Plus we have a variety of Employee Funded Benefits available to our Employees via our Online Benefits Portal

Why Just?We are committed to building a more sustainable business and have publicly committed to reduce our scope 3 emissions to Net Zero by 2050 and our scope 1 and 2 emissions to Net Zero by 2025. We’ve made good progress so far and encourage our people to make small and meaningful changes in their everyday lives, so that we can protect our planet for future generations.Diversity, Equity and inclusion (DE&I) is a key priority for Just as part of our overall strategy and ensuring all of our people feel proud to work at Just. We have joined a number of initiatives including the Race at Work Charter, designed to improve outcomes for employees from underrepresented backgrounds. We also run a Reciprocal Mentoring scheme for employees from a BAME background, those with a disability and those who identify as LGBTQ+. There are multiple employee network groups, which champion issues including race, gender, social mobility and neurodiversity.What’s clear about working at Just is that we care. We care about our customers, our purpose, our environment, inclusivity, wellbeing and most importantly – each other.If you have experience managing a Service Desk or Service Operations team and are looking for an exciting opportunity to work in a fast paced organisation get in touch!About UsWe’re a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly.How people work, save, and plan for the future is all changing. A new generation of retirees needs a new kind of retirement company. A company who will look for new ways of doing things – and will always put the customer first.That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement. And with you on our team, we’re going to make sure they get it.We’ve built our sustainability strategy around the United Nations Sustainable Development Goals (SDG) and have selected goals where we believe we can make the most difference. By aligning our activity with these global goals, we can make sure we play our part in addressing the wider issues facing the planet and leave a positive legacy to the world. You can read more about our sustainability strategy .Diversity, equity and inclusion are priorities for us. Having a diverse, talented workforce with colleagues of different backgrounds, world views and experiences is the right thing to do. It’s also the most effective way to succeed, innovate and better serve our customers now and in the future. We are committed to our targets on gender and ethnicity and run a number of successful mentoring and sponsorship programmes for our colleagues from diverse backgrounds. We have multiple active employee network groups which champion issues including gender, ethnicity, sexual orientation, disability and neurodiversity. You can read more about our DE&I strategy and commitments .What’s clear about working at Just is that we care. We care about our customers, our purpose, our environment, inclusivity, wellbeing and most importantly – each other. We look forward to welcoming you to the team soon.

Expected salary

Location

London

Job date

Sun, 05 May 2024 07:28:20 GMT

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