IT Service Desk Manager

Job Description

Are you looking to progress your career within IT Service Desk Do you have experience of running and leading an IT Service Desk teamHelp us oversee the day-to-day operations of the service desk based out of our Leeds officehere at MarkelWhat part will you play If you’re looking for a place where you can make a meaningful difference, you’ve found it. Because, at Markel, the work you do gives people the confidence to move forward and seize opportunities. Whether you’re wild about horses,bananas for boats or driven by data, you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.Join us and play your part in something special!The opportunity:The Markel Service Desk is a critical component of our organizations IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking ahighly skilled and experienced Service Desk Manager to join our team and manage our service desk operations based in Leeds. The ideal person will have a strong background in service desk metrics, call centre management, and IT service management (ITSM) witha focus on ITIL standard methodologies. The Service Desk Manager will play a critical role in ensuring excellent customer service, increasing first call resolution (FCR), and improving overall service desk performance through effective metrics tracking andcollaboration with service management and other IT teams.What you’ll be doing:Oversee the day-to-day operations of the service desk based out of our Leeds, UK officeBe onsite multiple days a week, adhering to the organisations in-office policy, to provide direct oversight and support to the service desk team and promote a positive work environmentApply IT service management (ITSM) principles and ITIL standard methodologies to ensure service desk operations align with industry standards and optimise service deliveryMonitor and analyse service desk metrics, identifying trends, areas for improvement, and recommending corrective actions or opportunities to optimise performance as neededMonitor customer feedback, identify areas for improvement, and implement measures to enhance the quality of service provided by the service deskAct as a liaison between the service desk and other departments, fostering strong working relationships and promoting effective knowledge sharingOur must haves:Proven experience as a Service Desk Manager or similar roleKnowledge of the ServiceNow ticketing system or similar Strong knowledge and understanding of service desk metrics and call centre operationsExperience with IT service management (ITSM) frameworks, such as ITIL. Certification is desirableExcellent people management and leadership skills, with a track record of effectively managing and developing teamsExceptional customer service skills and a customer-centric attitudeStrong analytical and problem-solving abilitiesExcellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and partnersWho we are:Markel Corporation (NYSE - MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.We’re all about people | We win together | We strive for better| We enjoy the everyday | We think furtherWhat’s in it for you:

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career, and we can provide the support needed to do just that!

Are you ready to play your partChoose Apply Now’ to fill out our short application, so that we can find out more about you.Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you.We are also happy to consider candidates who are looking for flexible working patterns.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disabilitystatus. We will ensure that individuals with disabilities are provided with all reasonable accommodation to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us to requestany accommodations that may be needed.

Keyskills :
Service DeskITIL CertifiedITSMF