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IT Service Manager - EMEA

IT Service Manager - EMEA

Job ID:  1011
Department:  IT Support
Category:  IT Support
Location: 

London, GB

Employment Type:  Permanent
Description: 

Company Overview

Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.

 

To understand more about day-to-day life at Clarksons, and what you can expect from us as an employer, visit us at www.clarksons.com

 

 

Role Summary
Working within the Service Desk and Service Delivery team, this role will require a high degree of hands-on technical support, service support and desktop service skills. Working with the End User Community through the EMEA regions, you will provide support, technical solutions, training, and knowledge as well as be responsible for delivery request-based services that we can measure, improve, and iterate on. This role may require out work to be completed outside of the standard office hours and may also require travel through UK and Global Clarksons offices (subject to COVID-19 restrictions).

 

What you will be doing
• Maintain and build a reliable, secure, scalable, technical adept and business focused Service Support team for colleagues in the EMEA region, with multiple engagement points for service, each of which covers a 24/7 period.
• Act as the key point of escalation and ownership for user incidents, service requests and service quality, with an unrivalled passion for continual service improvement.
• You will be restless in your pursuit of achieving service excellence and constant in your contact to the user community to gauge the value of the service and implement new or improved solutions.
• Additionally, you will be versatile in addressing and managing stakeholders and all levels of seniority, ensuring they have a trusted escalation point to own their concern or ask.
• Drive a learning culture where learning and knowledge are key cornerstones for the function as well as with broader business where you will drive and lead drop-in sessions and training across new technologies and ways of working.
• Understand business drivers and colleague needs, with the skill to align services, solutions and support frameworks to enhance and achieve them.
• Exceed user expectations and excel at technical and service delivery, driving forward using feedback and service management meeting outputs.
• Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk.
• Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on.
• Ownership of all reporting requirements to enable service improvement and production of the monthly support services reporting pack for the EMEA region.
• Identify trends in user queries which can be used to provide feedback for team and colleague development / services / solutions.
• Ownership and visibility of all call escalations and complaints to a resolution status.
• Keep up to date on knowledge of subject areas including product/technology updates.
• Develop and maintain new support processes.
• Develop knowledgebase process and educate global support team on best practices.
• Membership and ownership in the Major incident management framework.

 

Team Management:
• Hands on Technical leadership for all front-line support systems and services.
• Provide leadership and professional decision making and effective team working.
• Coach and develop the teams daily, and continuously look for development / training areas and improvements for the entire team.
• Ensure succession, training and development plans are in place with each colleague in the team.
• Actively encourage, motivate, and support individual members of the team.
• Carry out effective and meaningful monthly team meetings, monthly One to One’s and performance reviews with the London Support Team.
• Organise and prioritise work for Support teams to ensure critical issues are being addressed in an acceptable timeframe and in compliance with internal SLA’s.
• Identify, capture, and provide monthly reporting on key service desk management metrics & KPI’s.
• Ensure organisational support for hardware and software issues.

What we are looking for

Experience & Knowledge
• Deep experience of collaboration and supported technology as detailed in the skills section.
• Deep hand-on skills around modern support processes and technologies.
• Demonstrable experience to drive value statements and solutions.
• Demonstrable experience of automating, scripting, and driving self service solutions.
• Strong experience of KanBan and Scrum frameworks.
• Strong Support experience working in a technical support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it.
• Expert knowledge of desktop technologies, telephony systems and services.
• Solid practical knowledge of ITIL v3 and above.
• Good knowledge of vulnerability management techniques and solutions.
• Deep knowledge of Active Directory administration including user, object, and group management.
• Expert knowledge of Office 365 technologies.
• Excellent knowledge of Windows virtual desktop or other virtual persistent technology.
• Effective communicator, able to liaise with people at all levels.

 

Skills
• MS Office 365 and associated packages
• Identity and access technologies
• Windows 10
• PowerShell
• InTune, as MAM and MDM solutions
• Microsoft Azure AAD administration
• VMWare Virtualisation and management (Horizon)
• Multifactor authentication technologies such as Microsoft Authenticator and DUO
• MS Teams and MS productivity solutions
• HP Desktop Hardware
• ITIL
• ServiceNow or equivalent market leading ITSM Platform


Special Job Requirements
• Whilst the role is based in our London Office, travel to other Clarksons PLC offices may be required (subject to COVID-19 restrictions).
• Rota based on call requirements for escalation and management cover will be required.