Service Desk Team Manager - OUTsurance

OUTsurance is a customer-centric financial services company with a global footprint. We are vibrant, successful and values orientated with an awesome dynamic culture encapsulated by the ethos that clients and staff “always get something OUT.” Our success can be attributed, amongst other things, to the outstanding people that work for us.

IT Support is recognised for excellence in providing awesome service and building rewarding relationships with our clients. The ideal candidate will take responsibility for assisting the current helpdesk advisors on all technical aspects to ensure improved service delivery.

Job Description

Duties and Responsibilities

• Collaborate on policies and standard operating procedures with IT Managers
• Analyze the performance of Service Desk activities to identify any problem areas

• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams
• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
• Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability
• Maintain alignment with IT Support groups on process and tool documentation, management, controls, and improvement/corrective projects
• Understanding of the scope of Service Desk, including the relationship of services to each other, to projects, to services and offerings of other business units and elemental technologies/products

Qualifications

• Matric
• ITIL Certification

Experience

• Demonstrated proficiency or experience with operating systems and Microsoft Office suite
• Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances
• 3+ years experience as a People Manager in an IT production support/Service Desk environment
• Proven ability to build and maintain strong working relationships with business and technology partners
• Ability to understand complex information and summarize it in a clear, concise fashion
• Strong understanding of Enterprise technology processes and procedures including Incident (primarily), Problem and Change Management