Arthur are delighted to be partnered with a leading broker in London who are seeking a Service Desk Manager to join the team on a permanent basis. Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment.
As an IT Service Desk Manager, you will:
Lead and motivate the Service Desk team to enhance service delivery.
Build and maintain relationships across the business.
Ensure high-quality IT support for all users, aiming for maximum first-time issue resolution.
Key Responsibilities:
Oversee daily operations and performance metrics of the service desk.
Develop and enforce service desk policies and standards.
Provide coaching and training to staff.
Handle complex customer issues and complaints.
Implement service desk improvements and best practices.
Maintain documentation and knowledge base for the team.
Collaborate with other IT teams and stakeholders.
Stay updated on IT trends and best practices.
Support and maintain the Service Desk across multiple location.
Qualifications & Skills
Experience in customer service and satisfaction.
Proficiency in data analysis and reporting software.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Leadership experience.
Knowledge of Microsoft Products, Active Directory, ITIL, and project management.
Willingness to travel to various office locations.
Key Competencies
Customer understanding
Effective communication and influence
Performance management and improvement
Planning and organization
Analytical decision-making
Strong leadership
Please note, this role is 5 days in the office in Central London - please appy for further review!
