Service Desk Manager
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![]() United States | |
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Description
About the Role
The Service Desk Manager will provide leadership in the optimisation and execution of the Service Desk function, and will report to the Global Director of End User Technology and Services. The position is responsible for the upkeep, improvement, and smooth operation of the Service Desk systems and processes. They will ensure that all Service Desk SLA's are met, and identify opportunities to improve performance through process or through additional system development. This person will define and document communication standards and Ticket Management processes, and will monitor the team to ensure these are met at all times. The Service Desk Manager will take ownership of all Service Desk technical and self-help documentation, will identify gaps and areas for improvement, and ensure they are continually updated by the team. The position must be located in the United Kingdom and successfully obtain the United Kingdom CTC (Counter Terrorist Check) clearance. The average working hours per week is 40. Due to the nature of the job, the person must be available during non-business hours if emergency/urgent business situations arise. The Specialist must make reasonable time availability to the colleagues in both the USA, the UK, and elsewhere. Some travel may be required within the UK and abroad to the United States when warranted. Role Responsibilities
Knowledge, Skills, and Experience Requirements
Behavioral Competency Requirements Understanding People and Supporting People Communication: Listens actively to understand the point of view of others. Conveys ideas, information, and key points of an argument credibly. Effectively tailors communication style based on feedback and the reaction of the audience. Checks to ensure messages have been understood by relevant parties. Building Relationships: Seeks out relevant contacts internally and externally. Interacts regularly with key stakeholders across LLH/PSI/TALOGY. Leverages shared interests to build relationships internal and external to LLH/PSI/TALOGY. Maintains a broad network of contacts through frequent outreach and communication. Managing Conflict: Anticipates and addresses likely areas of disagreement or conflict before problems arise. Maintains a neutral and objective point of view, working toward resolution. Focuses on the problem, not the person. Seeks to resolve conflict by finding common ground, ways to compromise, and a mutually satisfactory solution. Organizational Agility: Considers context, competing goals, and different stakeholders when implementing strategies. Leverages networks to get things done. Works cross-functionally within the organization to achieve shared objectives. Uses organizational strategies, policies, and procedures to support progress and achieve goals. Evaluating and Influencing Change Critical Thinking: Seeks out information from multiple sources to support decision-making. Identifies the most appropriate data points from varying resources. Uses evidence and reasoning when communicating decisions to others. Focuses on the facts and evidence available when making decisions. Strategic Thinking: Considers the broader direction of LLH/PSI/TALOGY when making business decisions. Defines clear, practical strategies to achieve desired department outcomes. Mitigates risks when implementing strategies. Modifies strategy implementation in line with the changing direction of the business. Breadth of Perspective: Anticipates the consequences of events, actions, and plans. Thinks broadly about competing interests within the business. Understands interrelationships of systems, functions, or processes. Simplifies complex priorities into actionable processes for their department. Leading Change: recognizes the need for change in line with market and competitor factors. Seeks input for new ways of working from various sources. Translates the strategic vision for change into actions. Role models' willingness to try new approaches with others. Driving and Delivering Quality Delegating and Empowering: Distributes workload according to time, talent, and development requirements of their team. Maintains two-way dialogue with others on progress and results. Shares responsibility and authority amongst team members. Allows others to complete tasks independently. Adaptability: Readily adopts new methods and techniques. Changes direction as necessary. Quickly adjusts course of action in response to new information or circumstances. Demonstrates a flexible approach when dealing with others. |