Service Desk Manager
We are recruiting a Service Desk Manager to join our Esher based team at Healix. In this role you will oversee the Global Healix IT Service Desk which provides application and user support around the world. The role is crucial to ensuring both our internal and external customers receive an excellent level of service no matter where they are located. This role will involve regular communication with the IT team in Esher and other locations, staff members across the group, senior stakeholders, the Group CTO, suppliers and IT departments of third party companies.
We are looking for an excellent communicator, with excellent written and spoken English, who is delivery focused, self-motivated and is a personable individual, able to work with minimal supervision and take responsibility for the running of the systems and services that support the business. In addition they need to:
Be proactive but also be happy to take direction
Possess a methodical and structured approach to analysing problems and producing solutions
Be able to influence decisions through reasoned argument
Be quick to build relationships and earn respect through sound judgement and a positive attitude
Be able to pick up new skills quickly and effectively
Be committed to getting the job done,
Be supportive and be understanding and helpful to non-IT staff
It is essential that you have:
5+ years working in a similar role
Strong knowledge of ITIL framework and best practices
Proficiency in service desk software and ITSM tooling
Microsoft 365
Microsoft Intune
Experience in PC setup and configuration
An understanding of Windows server technologies and Active Directory services
Degree level education or equivalent
Desirable experience:
Jira Service Management
Worked within a “Follow the Sun” support model
ITIL v4 Foundation
About the role
Key responsibilities of the Service Desk Manager:
Manage and mentor a diverse team of analysts globally
Champion Healix IT’s mission to provide fit-for-purpose 24x7 support to all teams, regardless of location or time zone
Foster a culture of pride in supporting our customers and build a vision of one service desk that is globally dispersed across the group
Ensure members of the team are adequately trained in their roles and encourage cross training
Implement ITIL best practices to optimise service delivery to the group
Provide detailed reporting on any incidents, BAU requests and ensure ticket resolution times are adhering to SLAs
Proactively review trends and suggest process improvements
Ensure escalation procedures are followed and identify any improvements to service delivery processes
Conduct regular performance reviews and set objectives that will aid team member’s personal development
Assist the team with 1st and 2nd line issues/requests as required
Collaborate with the wider IT team to ensure service owners are kept informed and escalations are dealt with in a timely fashion
Develop and maintain knowledge bases to capture repeatable tasks.
Own the JML (Joiners/Movers/Leavers) process and work with the business and Head of IT Operations around capacity planning
Notes:
Some out of hours work will be necessary for maintenance of critical systems
The role is based in Esher, but occasional travel to other locations may be necessary for training and support
What you will need
Required criteria
- 5+ years working in a similar role
- Strong knowledge of ITIL framework and best practices
- Proficient in service desk software and ITSM tooling • Microsoft 365
- Degree level education or equivalent
Desired criteria
- Jira Service Management
- Worked within a “Follow the Sun” support model
- ITIL v4 Foundation
Healix
All around the world, Healix safeguards people's health and wellbeing.
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home. We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Our benefits
Commitment to career development We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment. We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance
Vacation, Paid time off
Retirement plan and/or pension
Office perks
Employee development programs
Employee discounts
Gym membership or wellness programs
Opportunity to travel
Casual dress
Cycle to work
Open office
Competitive salary
Life insurance
Employee Assistance Scheme
Wellbeing Scheme
Social Opportunities
Hybrid Working
Service Desk Manager
All around the world, Healix safeguards people's health and wellbeing.