Service Desk Manager

Job Description

Job Title: IT Service Desk Manager Location: Bangalore, IndiaAbout RWS:RWS Holdings plc is the world s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations. Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology. Customers include 90 of the globe s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents. Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L). For further information, please visit: www.rws.comRWS Division:Group IT enables the organisation to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organisation across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group IT support all our users globally, manage the information security operation and safeguard all our assets. Our core Group IT functions include: Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group IT has a global presence across all regions with over 200 staff.About the Role: The Group IT Service Desk team are designated as our first point of call for all of RWS s IT support services to our internal customers across our Global estate and is a key team within IT. This Team has wide-ranging tasks that provide IT support services to over 7500 end users across the globe. These services include Office 365 and Windows Server administration, supporting our Dell laptop and desktop estate on the Windows 10 platform and delivering excellent support services to enable the business to succeed. Working for the Group Head of IT Service Delivery, the role will suit someone with a proven track record of IT Service Desk Management. The successful candidate will hold customer satisfaction in high regard and will understand what it takes to run a 24x7 IT Service Desk. This is a senior hands-on role managing the effective day-to-day operations delivery of IT support utilising the provided technical team to the wider business.This is a highly visible role in a key strategic office location and as the IT Service Desk Manager you will lead a team to provide relentlessly high quality support for RWS in order to deliver timely and quality support and service. Key to the role is metric reporting, where the expectation is that gradual improvements are seen month on month. Reporting will be seen both internally by senior stakeholders and IT Management.This role also entails ensuring the delivery of the highest level of operational service to end-users by coordinating the activities of the service delivery team across all areas of services and performs numerous duties, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.Responsibilities: Service Desk Management: * Play a part in major incidents ensuring coordination of resolving parties, display effective communication to stakeholders and incident review process. * Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. * Be accountable for the quality of service and performance of the Service Desk team. Additionally ensure future demand from corporate growth is understood and factored into capacity plans for all associated support systems. * Process definition, improvement and ownership (Service Desk, Incident & Problem Management) will all be required within the role. * Represent Global IT through external and internal audits where appropriate. * Define and track service measures and KPIs to underpin and manage the performance of IT services and service delivery. * Ensure the delivery of service management reporting to IT and Business stakeholders using 3rd party support partners where appropriate. * Act as a primary point of escalation within Group IT for issues relating to service delivery and management processes. * Attend and participate in scheduled service management meetings in order to underpin the delivery of effective service management processes. * It is expected that improvement initiatives start with the Group IT Service Desk manager for the team in question. RWS are looking for creative ways to do more with the team we have. * Demonstrable leadership qualities with the ability to command the team when required. * Proven experience of closing skills gaps and encouraging the support team to go beyond their potential technical limitations.Location/Mobility o The role will primarily be based in Bangalore India, although some travel may be required to the UK. Data Protection o The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.Requirements:Qualifications Essential * English: Business Level * ITIL Ver 4 Practitioner or demonstrable equivalent experience. * CompTIA or similar. Desirable * Educated to degree standard * Microsoft Certified Professional / relevant experience.Skills Essential * Demonstrated ability to prioritize business needs against IT resource availability. * Excellent written and oral English communication skills and strong leadership qualities. * Excellent knowledge of technical management, information analysis, computer hardware/software systems * Practical experience with ITSM/ITIL processes by developing, implementing and improving a process based service management framework. * Experience in working in a European or global environment. * Experience in people management and understanding business requirements. * Practical, flexible and innovative approach to work. * Ability to advise, lead and motivate teams and individuals. * Good Interpersonal, relationship-building and networking skills. * Excellent customer focused approach and commitment to service delivery * Exchange 2010 and above * Working knowledge of networking technologies * Understanding of internet technologies (WWW FTP EMAIL TCPIP VPN)Desirable * Logical and methodical approach to working * Ability to negotiate with and influence staff at all levels * Knowledge of Mac OSX * Knowledge of ISO 27001 * Knowledge of ITIL * Knowledge of MS Teams/Office365 * Knowledge of Telephony technologies such as Avaya IP Office Group Policy Knowledge of scripting in PowerShell , batch files or VBScripts * Virtualization (Hyper-V, VMware) * In-depth knowledge of Windows environments- specifically: * Active directory * Windows Microsoft Office * Office365 * Desktop operating System building, maintenance and deployment * In-depth knowledge and experience with Antivirus technologiesExperienceEssential * 5 years leadership experience within a European or global IT support environment.PersonalEssential * Highly self-motivated with a demonstrable commitment to team development. * Confidence, enthusiasm and commitment to finding innovative ways of working * Professional punctual, reliable, trustworthy, inspires confidence * Able to work as part of a team or independently * Self-confidentReporting Line - Group Service Desk Manager / Head of Group IT Service DeliveryLife at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touchAs a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.,

Keyskills :
deliverycustomer relationsservice deskwindows 10it servicesit supportwindows server administrationiso 27001sla