Service Desk Manager London, England
Job description
Role Title: Service Desk Manager
Reports to: Director of Technical Operations
Location: Hybrid working environment (Remote and Paddington, London)
Role Type: Permanent, Full-time
Let's step back a second - how do we say our name? Well, it sounds like 'view'. It's also a lot shorter than saying 'Viewed Impressions for Out of Home'. We're making it easy to sell and buy digital out of home (OOH) inventory. Our premium marketplace is connecting buyers and sellers, across the globe, simply.
We are working to transform the industry and we believe it's important to connect OOH and digital advertising to deliver brand experiences and more meaningful outcomes for agencies and advertisers.
Join us as we build out the leading, global out of home (OOH) marketplace. Simply put, it's our mission to make it easy to buy and sell OOH inventory.
Role OverVIOOH
The Service Desk team at VIOOH is responsible for providing 24x7 first-line application support for our in-house services, to clients and partners around the world. Reporting to the Director of Technical Operations, the Service Desk Manager will be responsible for ensuring that the Service Desk excels as the first point of contact for customers and employees in handling incidents and service requests, providing an exceptional quality of service perception. This will include communicating with stakeholders, and supporting IT service management processes across the Technology function and broader business.
This is not necessarily a hands-on technical role - the focus is approximately 40% team management and growth, and 60%, process improvement, workflow management, and customer satisfaction. This is not an IT helpdesk role.
What we'll expect from you
- Managing and developing a UK-based team, and oversight of our offshore team
- Responsibility for all reported and identified incidents, and service requests, ensuring swift and satisfactory resolution or escalation within agreed SLAs
- Proactively keeping stakeholders informed of issue status and progress through the Service Desk and/or other appropriate channels
- Ensuring that VIP and escalated requests are proactively managed, and that escalated issues are progressed expediently
- Supporting business-wide IT Service Management processes (e.g. change management)
- Continually endeavouring to reduce response and resolution times, by monitoring SLAs, breaches, and recurring and day-to-day issues, and identifying and implementing service, platform, system, process, people, and tooling improvements
- Maintaining and updating technical documents and procedures
- Producing regular and ad-hoc reporting
What we want from you
- 2+ years experience in a similar role at manager, senior, or team lead level
- ITILv4 certification or significant demonstrable experience working in an ITIL setting
- Comfortable working under pressure and managing both routine and critical issues to a high standard, ensuring that 24*7 service is delivered within agreed SLAs
- Experience working with the Atlassian suite in an agile organisation would be great
- Ability to learn and support in-house software applications
- Management level/hands-off understanding of Linux, AWS, and networking is strongly desirable
- Hands-on operational experience in a technical setting is desirable
- Industry experience in Programmatic and AdTech is desirable
Personal characteristics
- Strong customer service and relationship management focus
- Highly skilled in critical thinking, complex problem solving and troubleshooting
- Personable and charismatic, with excellent written and verbal communication skills, including the ability to understand and explain complex technical issues to audiences at all levels.
- Self-motivated, driven, and able to manage autonomously, identifying and driving improvement and change
- Make timely and sound decisions regarding complex issues, ensuring broad understanding of the rationale and implications
- Naturally curious about technology combined with a thirst to deliver exceptional customer service
VIOOH is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
