IS THIS YOU?
- Background working with teams in an MSP, MSSP, or high-volume internal IT support environment.
- Enjoy working in a fast paced and highly dynamic environment.
- Love winning
- Ability to prioritize multiple workloads and balance competing priorities simultaneously.
- Excellent listening and verbal/written communications skills – within your team and internal/external clients.
- Meticulous attention to detail
- Problem-solver and resourceful; know how to find answers and when to delegate.
- Willingness to develop personally and professionally: You want to grow into an awesome leader.
- Identify with our 3 Non-Negotiables: Security is Paramount, Detailed Documentation, Excellent/High Touch Communication.
- This role requires a hands-on leader to establish metrics and workflows maximizing efficiency while providing a high quality of service and customer satisfaction without sacrificing security or standards.
RESPONSIBILITIES
SUPPORT DESK LEAD (60%)
- Delivery of IT Services and management of the centralized ETS helpdesk, ensuring the definition of and delivery to team and individual KPIs.
- Establish service levels agreements for incidents and requests within division.
- Ensure that services are delivered per SLAs and technical standards. Work with the relevant internal team leads to ensure that requirements are met.
- Own the delivery and improvement of core IT Service Management (ITSM) processes.
- Ensure that the Major Incident, Incident and Problem management processes are effectively interlinked and managed.
- Identify process efficiencies through lessons learned; embed enhancements with Process Owners to increase productivity and service (Continuous Service Improvement)
- Ensure that user feedback and business perception is tracked and improved through relationship management and, when required, corrective actions.
- Work with broader business teams across operating companies to ensure that support models are fit and appropriately support geographical requirements (follow the sun etc.).
- Partner with the ETS IT Leadership Team on the design and delivery of a 1st-3rd line support process.
- Procure, track, and manage the identification, categorization, recording, and documentation of IT assets.
- Interface with other internal functions like operations, business systems, global help desk, and Group IT ensuring the proper coordination and hand off support.
IT GOVERNANCE, COMPLIANCE (20%)
- Accountable for the day-to-day of IT governance, compliance, processes throughout the ETS Division.
- Recommend, design, implement and monitor solutions to improve IT controls, policies, and procedures.
- Lead remediation efforts when necessary, to determine scope of impact, corrective action.
- Assist with the coordination of external and internal audit requests.
PEOPLE & DEVELOPMENT (20%)
- Oversee staff customer service training; effectively coach & provide hands on assistance to staff as needed.
- Supervises the help desk team by defining and establishing schedules, setting priorities, providing support and direction.
- Responsible for performance evaluations, coaching, training, and career development.
Required Skills
- CUSTOMER SERVICE CHAMPION – Relentless focus on service, putting the customer first. Effective communication and listening skills. Demonstrate appropriate analytical skills, attention to detail, and organizational skills. Must be able to prioritize tasks and work well under pressure.
- LEADERSHIP - Capability to proactively manage issues, whilst being resilient to deliver optimal outcomes under pressure. Leadership of matrix managed global team of blended internal and external resources.
- STAKEHOLDER MANAGEMENT - be able to influence and manage relationships with a diverse range of people, including business customers, 3rd party vendors, and the IT leadership team.
- SERVICE AND USER FOCUSED - Ability to cut through complex scenarios to both interpret and present key metrics, enabling a positive user experience.
- WORK AT PACE - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment.
- BEND IN THE WIND – not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience.
Required Experience
RELEVANT EXPERIENCE
- 5+ years’ Service Desk experience
- experience in compliance, risk, or audit processes
- Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement.
- Strong operational experience of Service Management frameworks, industry best practices and ITIL
- Experience working with range of ITSM tools. Ability to evaluate process and make improvement recommendations.