This individual will Manage and develop the EIMEA Service Desk (SD) team, providing technical and service support, configuration and request fulfilment for all desktop services across EIMEA. (covering 250+ office and home-based users across 7 countries and 8 offices).

They will contribute directly to the EIMEA IT leadership team and the IT Strategic Council as directed. Partnering with EIMEA IT Leadership in its 3-year strategic planning and budgeting and taking an active role in developing the IT Service Desk and Service Delivery functions.

This role will also work to develop technology competence across EIMEA, ensuring SD promotes and educates on new and effective use of desktop services, working both independently and in collaboration with the EIMEA Learning and Development squad.

Leadership

• Demonstrate servant leadership in the attainment of corporate, department and personal goals through developing and leading a highly effective team.
• Live the Company’s stated Values and Code of Conduct that others can emulate.
• Provide ongoing coaching/training, experiential learning, and talent development plans to optimize performance outcomes, growth, and engagement.
• Identify and provide necessary resources and information to overcome barriers to success and accomplish goals.

Manage and develop the Service Desk to ITIL standards:

• Requests for change or services are managed and fulfilled.
• Incidents and Service Requests are logged, categorized, prioritized, assigned and resolved to agreed SLA’s or escalated as appropriate.
• Incidents and service requests are resolved on first contact whenever possible.
• Problems are identified and acted upon to identify the root cause and implement a permanent solution.
• Users are kept informed of ticket progress or other system changes and planned downtime.
• Maintain highest level of expertise and act as an escalation point so complex issues are resolved in a timely manner.
• The CMDB, the solutions database and the known errors database are updated and maintained.
• Root cause and trend analysis of incidents is undertaken, and problems are logged, categorized, prioritized and assigned where appropriate.
• Performance reports are created and analyzed.
• Maintains the service catalogue.
• Responsible for delivering regular service review meetings with each EIMEA office.

Manage a Continual Service Improvement programme to include:

• Developing and maintaining up-to-date Service Desk procedures and documentation for users.
• ITIL Skills framework and development plans for EIMEA IT.
• External service reviews with business managers and Support Service teams and action plans.
• Internal service reviews with Service Desk staff and EIMEA IT Leadership to develop and implement action plans.
• SharePoint Service Desk team site with resources and content.
• KPI reporting to monitor service levels and identify areas for improvement.

Lead the development of Office 365, Teams, and SharePoint and other software and technology across EIMEA, and Globally, where required, and work with business managers and Support Service teams to grow usage and content and lead EIMEA IT on trialing and deploying new features.

Create plans and train users across EIMEA on the latest technology we use to ensure the benefits of new technology are being consumed by users across EIMEA.

Ensure the Service Desk supports and collaborates on IT programmes and projects within EIMEA and Globally.

Leads and participates in IT projects to facilitate the smooth transition of new systems/system updates from the development stage to fully supported stage by developing new process flows and documentation and providing training to users/team. For example, Infrastructure and Essential Services CoE on service design, development, security and operations to ensure that changes are tested, documented and implemented in a controlled manner and that IT services in EIMEA run optimally and with maximum availability.

Partners with EIMEA IT leadership team in its strategic planning and budgeting and take an active role in developing the IT function and services.

Ensure EIMEA IT Department compliance by performing SOX, security and data privacy tasks and controls as required.

Perform other related activities as needed to support corporate objectives. Act in the best interest of the company by applying stated company values/code of conduct and acting in congruence to company strategies and priorities.

• Experience in a commercial environment delivering IT support, application development, enhancement and training, to technical and non-technical business users.
• Experience in Service Desk management to ITIL standards.
• Experienced in managing a technical team to provide high quality customer service within defined targets.
• Minimal A-Level standard of IT qualification or BTEC/HND equivalent.
• Computing (or equivalent) at degree level or higher is desirable.
• Microsoft certification desirable.
• Practical experience and relevant qualifications for project management and ITIL methodologies to practitioner level