Global Service Desk Manager
We are recruiting a Global 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 a candidate to start in this role early to mid June.
Requirements:
Experience: 5+ years in a similar role, strong knowledge of ITIL framework and best practices, proficient in service desk software and ITSM tooling, Microsoft 365, Microsoft Intune, PC setup and configuration, understanding of Windows server technologies and Active Directory services.
Skills: Excellent written and spoken English, supportive and helpful manner to non-IT staff, calm under pressure, not afraid to roll up your sleeves and get stuck in.
Qualifications: Degree level education or equivalent. ITIL v4 Foundation is desirable.
Personal Qualities: Excellent communicator, delivery-focused, self-motivated, able to work with minimal supervision, methodical and structured approach to problem-solving, able to influence decisions through reasoned argument, quick to build relationships, committed to getting the job done.
Additional Information:
Some out-of-hours work will be necessary for maintenance of critical systems.
Occasional travel to other locations may be necessary for training and support.
Apply Now: If you are passionate about providing exceptional IT service and have the skills and experience we are looking for, we would love to hear from you. Join Healix and be part of a team that values excellence and continuous improvement.
About the role
Key Responsibilities:
Team Leadership: Manage and mentor a diverse team of analysts globally.
24x7 Support: Champion Healix IT’s mission to provide fit-for-purpose 24x7 support to all teams, regardless of location or time zone.
Customer Service Excellence: Foster a culture of pride in supporting our customers and build a vision of one service desk that is globally dispersed across the group.
Training and Development: Ensure team members are adequately trained in their roles and encourage cross-training.
ITIL Best Practices: Implement ITIL best practices to optimize service delivery to the group.
Incident Management: Own incident and problem management, seeing issues through to resolution.
Reporting and Analysis: Provide detailed reporting on incidents, BAU requests, and ensure ticket resolution times adhere to SLAs.
Process Improvement: Proactively review trends and suggest process improvements.
Performance Reviews: Conduct regular performance reviews and set objectives that will aid team members' personal development.
Collaboration: Collaborate with the wider IT team to ensure service owners are kept informed and escalations are dealt with in a timely fashion.
Knowledge Management: Develop and maintain knowledge bases to capture repeatable tasks.
Capacity Planning: Own the JML (Joiners/Movers/Leavers) process and work with the business and Head of IT Operations around capacity planning.
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
Free work laptop
Referral bonus
Open office
Competitive salary
Life insurance
Employee Assistance Scheme
Wellbeing Scheme
Social Opportunities
Hybrid Working
Global Service Desk Manager
All around the world, Healix safeguards people's health and wellbeing.