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Service Desk Manager

Premium Job From CFC Underwriting
Recruiter: CFC Underwriting
Listed on: 23rd November 2020
Location: London
Salary Notes: Competitive + Benefits
Type: Permanent
Start Date: ASAP

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About CFC

CFC is a specialist insurance provider and a pioneer in emerging risk. With a track record of disrupting inefficient insurance markets, CFC uses proprietary technology to deliver high-quality products to market faster than the competition while making it easier for brokers to do business. Our broad range of commercial insurance products are purpose-built for today's risks, and we aim to give our customers everything they need in one, easy-to-understand policy.

Headquartered in London, CFC serves more than 70,000 businesses in over 80 countries. We're privately held and growing faster than any of our competitors in the market.

Although insurance is a serious business, our culture isn't too corporate and we never take ourselves too seriously. We are ‘one-team' and enjoy a culture of openness and encouragement. We invest heavily in the learning and development of our people and enjoy a fast-paced working atmosphere that is friendly, supportive, and fun.

Role Definition

The CFC Technology Operations Team was officially formed just over 18 months ago. Although the Service desk existed for longer, the primary focus was application support for our internal app's. Post the migration to Azure cloud, it was agreed to expand the team roles and responsibilities and team members skills to include support on Windows 10 and office 365 and to achieve to provide our customers with the best level of service possible.
We are firm believers that out IT department are only as good as our IT Support team, with that in mind, we want to make sure our support team are the best! To succeed in this crusade, we have just started to transition from "Support" to optimising our customer experience and becoming more than just an IT service desk. Providing our end users with the best possible service from an IT team.

In this role, you will be responsible for the 1st and 2nd line service desk team. Focusing primarily in the area of service desk and support for internal and external customers, you'll oversee both technical and service issues, ensuring the team perform in line with business requirements.

This role of the IT Service Desk Manager is to be the main point of contact for the service desk and develop, lead, and motivate a team of 1st and 2nd line Service Desk professionals to deliver excellent technical and non-technical support through outstanding customer service, satisfaction and timeliness, managing stakeholder expectations and actively contributing to the implementation of ITIL good practice across the technology group.

You will also be responsible for helping to implement new infrastructure & services, providing our end users with communications, training and support in a timely manner in relation to any new service or capability, and you will aid the maintenance and support of our core systems and applications.

The successful candidate will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.

Responsibilities & Accountabilities

Responsible for 1st line and 2nd line IT Support Service Desk team.
Further adoption and maturity of a Service Desk platform and associated toolsets required for a maturing SM capability.
Be the main contact and escalation point for the service desk and manage any complaints.
Manage the bug tracking and helpdesk tools to ensure data is accurate and up to date.
Manage completion of user requests (including new user set-up, mid-term adjustments, referrals).
Provide key performance data and reports and publicise to the higher management team on a regular basis.
Manage the team to provide training for internal & external users on all systems, new processes and changes.
Working closely with our supervisory team to ensure the service levels meet and exceed business requirements.
Troubleshooting problems, analyzing root cause and proposing multiple solutions.
Work as part of a small team and successfully prioritise and manage your own tasks according to the larger needs of the business.
Internal and external stakeholder management, ensuring any issues are resolved within a timely matter.
Reporting back to the business and suppliers on key areas of performance on a weekly and monthly basis.
Champion opportunities to consistently Improve the end user Technology experience.
Drive customer retention, reduce churn, and increase customer satisfaction.
Work with the Technology Operations Manager to negotiate OLAs and SLAs for IMT services. All support requests must be managed with the IMT ticketing calls and comply with the agree service levels.

Skills & Ability

Proven experience within an IT Service Desk Management position.
Strong communication skills both verbal and written.
A passion for delivering exceptional standards of customer service.
Thrive on building strong relationships with our customers.
The ability to work within a fast-paced environment.
A desire to strive for continuous improvement.
Good experience of Office 365 suite of applications and Administration.
Ability to build and motivate a world class team.
Experience of Azure and AWS would be beneficial but not essential.
Experience in application support, specifically around internally developed applications would be beneficial but not essential

Education and Qualifications

A relevant degree with IT/Technology or equivalent professional certifications.