Job Introduction
Are you passionate about providing exceptional customer support and leading a team to success? We are looking for an experienced IT Service Desk Manager to oversee our fast-paced IT service desk operations and drive customer satisfaction to new heights.
As the IT Service Desk Manager, you will be responsible for ensuring the smooth functioning of our service desk team and maintaining high levels of customer service. You will lead a team of talented support professionals, collaborate with various stakeholders, and implement effective strategies to optimize service delivery.
You’ll be part of the UK Bank’s IT Operations function which has the responsibility for delivering system operations, technical infrastructure, telecommunications and IT Service Desk.
The IT Service Desk is the central entry point of contact for 3,000 staff across our UK Bank branches and functions offices, supporting a variety of services provided to our branches and corporate offices, including services provided to the UK Bank by our parent company, Svenska Handelsbanken AB. The successful candidate will need to demonstrate the ability to effectively manage a variety of stakeholders from within the UK Bank, our parent company, and 3rd party suppliers.
The capacity of the IT Service Desk is growing and the successful person will need to evolve the current baseline offering into a set of varied support modes that match the varying needs of the business and takes user support to the next level.
The role will be based in the London UK functions office. The IT Service Desk operates a shift rota of cover between 8am to 6pm that will need to be suitably resourced. The role may occasionally require the individual to work overtime to perform tasks which cannot be carried out during normal business hours, and to take part in the on-call Incident Manager rota.
Main Responsibility
- Lead and manage a team of service desk analysts, providing guidance, coaching, and support to ensure optimal team performance and individual growth.
- Oversee the day-to-day operations of the service desk, ensuring timely resolution of customer issues and adherence to defined service level agreements (SLAs), including effective collaboration with IT and business teams and Service Delivery managers.
- Develop and implement service desk processes, policies, and procedures to enhance efficiency and productivity.
- Build team capacity and capability through effective recruitment.
- Design and implement industry best practice improvements to service desk offerings e.g. Tech Bar, Priority service, etc.
- Foster a customer-centric culture within the team, promoting exceptional customer service and satisfaction.
- Collaborate with other IT teams and stakeholders to identify areas for improvement and implement proactive measures to prevent service disruptions.
- Track and analyze service desk metrics and performance indicators, providing regular reports to management and driving continuous improvement initiatives.
- Stay up-to-date with industry trends, technologies, and best practices, and make recommendations for process and tool enhancements.
- Contribute to risk management activities, including risk analysis, risk mitigation and timely completion of any identified internal audit actions.
- Manage service desk suppliers in line with Supplier Management framework ensuring issues are escalated and SLAs are met.
- Responsible for creating and maintaining customer facing knowledge base articles.
The Ideal Candidate
Essential Skills
- Proven experience (min. 2 years) as a Service Desk Manager or similar role, preferably in a regulated environment, for example financial services.
- Strong leadership and people management skills, with the ability to motivate, coach, and develop a team of support professionals.
- In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL, and experience in implementing best practices.
- Excellent customer service orientation, with a track record of delivering exceptional customer support and ensuring high customer satisfaction.
- Strong problem-solving and decision-making skills, with the ability to handle complex issues and make effective decisions under pressure.
- Solid understanding of IT infrastructure, networking, and software applications, with the ability to provide technical guidance and support when needed.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
- Proactive and results-driven mindset, with the ability to identify opportunities for improvement and drive continuous process enhancements.
- Highly organised, with good attention to detail.
- A self-starter with high levels of drive, energy, resilience and a desire for professional excellence.
- Knowledge of PC/Laptop hardware support.
- Knowledge of Windows 10/11 Support.
- Knowledge of IPhone/tablet, Airwatch/Intune support.
- Knowledge of Microsoft Suite of applications.
- Basic Knowledge of Lotus Notes, Outlook, Active Directory, HP Service Manager, WAN/LAN.
Essential experience
- Evidence of a high level of customer service experience.
- Minimum of 5 years of experience working in a Service Desk/IT Support environment.
- Working within SLA’s.
- Strong understanding of ITIL, and relevant certifications are highly desirable.
Desirable experience
- Preferably acted as a Major on-call Incident Manager.
Compliance with the 6 Conduct Rules
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
- You must act to deliver good outcomes for retail customers
Core Values
- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for their own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.
Package Description
Competitive
About the Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.