Workday Service Desk Lead

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

The Workday Service Desk Lead is responsible for overseeing a shift in the daily operations of the Workday service desk team. This role ensures the efficient resolution of full-suite Workday and HR Systems-related issues and requests, providing high-quality support to end-users. The lead will manage a team of service desk analysts, coordinate with other ET departments, and ensure adherence to service level agreements (SLAs).

The lead will also be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials

What you'll be doing:

• Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance. Be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials
• Incident Management:

• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.

• Ticket Housekeeping: Ensure the team manage tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.

• Knowledge Base: Responsible for the team’s contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle

• User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.

• Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.

• Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.

• Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
• Compliance: Ensure all service desk activities comply with organisational policies, procedures, and regulatory requirements.

What you'll need:

• Proven experience in leading and managing a service desk or support team.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Have a good understanding of Joiners/Movers/Leavers processes.
• A strong awareness of knowledge management ethics
• A strong understanding of both ITIL and Agile ethics
• Ability to create metric reports and present to management.
• Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• A strong commitment to providing exceptional customer service.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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