Service Desk Manager

City, London
Robert Half

We’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter.

A little bit about our team:

Global Technology offers a team of dynamic, creative and collaborative problems solvers working

together to build highly secure and scalable solutions to drive innovation and operational excellence. Reporting to the Senior Director of Service Delivery (UK, Western Europe & Nordics), you will be a critical part of the Global Technology Service Desk team. Leading the UK Service Desk, you will optimise service delivery to our users and executives, ensuring high quality, consistent support, and alignment with our standards.

Your role:

You will lead the UK Service Desk, ensuring consistently high-quality service delivery to our London users, working closely with US and international teams as required. Support will include desktop hardware and software, account management, mobile devices, remote access, application triage, Cisco video conferencing and meetings. You will help run service desk projects and initiatives and play a key role in transforming service delivery and support. Liaising with operational support teams, facilities management and key end users, you will promote service transformation and excellence of support.

Here you’ll get to:

• You will ensure delivery of a high quality first/second level response to callers to the Service Desk, working to agreed
• You will drive your team to follow the process and follow-through calls through to resolution (via Service Desk or hand-off to other resources, internal or external), escalating where
• You will track Service Desk KPIs, explore trends and recurring issues and ways to improve provide metrics and analysis to the VP, of International Operations.
• You will promote consistent and cohesive client support through global common standards across WMG/WMI affiliate End User Services
• You will initiate and coordinate the major incident response process for the UK Service Desk, in conjunction with the Senior Director of Service Delivery (UK, Western Europe & Nordics) and associated teams.
• You will assist with budget planning and management, including end-user hardware ordering and life cycle Work with your team to ensure accurate and timely management of hardware assets.
• You will help develop the Service Desk team members’ skillsets to improve end-user support across core products and applications in conjunction with the L2 Ensure maintenance of relevant support documentation.
• Undertake any additional tasks and projects as requested by the Senior Director of Service Delivery (UK, Western Europe & Nordics) including some hands-on tasks

About you:

• You will come from a technical background with experience in Active Directory and mailbox management, Windows 10 and Google Workspace, familiarity with service delivery management, KPI and SLA
• You will and have recent experience running a technical service desk team of 5 or more people, with management of direct reports (including grievance handling).
• You will possess strong organisational skills, and enjoy working in a demanding and pressurised environment as part of a global
• Excellent written and verbal communication skills, ability to form good working relationships with business users including senior and VIP
• You will be passionate about delivering for our users, able to identify with their frustrations and driven to act as a user “champion”, proactively driving to resolve problems
• You will be a problem solver by nature, with prior technical experience, you are proactive and always go the extra mile to exceed expectations

We’d love it if you also had:

• macOS and iOS device experience
• Experience/understanding of Intune and Jamf
• Service Now ITSM experience
• Understanding of Windows 2016 Server or higher
• Understanding of the basic concept of networking, VPN and Cyber Security
• Operations Management experience a bonus

Salary – £55,000 – £65,000 including bonus and benefits

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