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Full-Time

Service Desk Manager

Confirmed live in the last 24 hours

With Intelligence

With Intelligence

501-1,000 employees

Provides data insights for asset management

Data & Analytics
Financial Services

Senior, Expert

London, UK

Category
IT Support
IT & Security
Required Skills
Communications
Atlassian
JIRA
Customer Service
Requirements
  • 7+ years of experience in an IT support role, with at least 3 years in a leadership or managerial position.
  • Strong understanding of ITIL framework and service management best practices.
  • Excellent communication and customer service skills.
  • Proven ability to manage and motivate a team of technical professionals.
  • Experience with service desk software such as Freshdesk (Our current solution), Atlassian: Jira.
  • Strong problem-solving and analytical skills.
  • Ability to manage multiple priorities and meet deadlines.
Responsibilities
  • Manage and lead the Service Desk team, including hiring, training, and coordinating work schedules.
  • Develop and implement standard operating procedures (SOPs) and policies for the Service Desk.
  • Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of support requests.
  • Monitor Service Desk metrics to ensure that service level agreements (SLAs) are met or exceeded.
  • Implement and maintain ITIL (Information Technology Infrastructure Library) best practices.
  • Collaborate with other IT teams to resolve complex issues and improve overall service delivery.
  • Conduct regular performance reviews and provide feedback to team members.
  • Promote continuous improvement through process enhancements and training initiatives.
  • Communicate effectively with senior management, providing updates on service desk performance and key issues.
  • Help to manage vendor relationships and ensure third-party services meet quality standards.
  • Handle escalations and serve as the primary point of contact for high-priority incidents.
  • Monitor industry trends and evaluate new technologies to identify opportunities for improvement.

With Intelligence provides insights and data for the alternative asset management industry, helping asset managers and institutional investors make informed decisions about asset allocation and business development. They track fund performance and benchmark indices, offering valuable competitor intelligence that allows clients to identify new asset-raising opportunities. The company stands out by combining in-house expertise with strategic acquisitions, utilizing a team of researchers, data scientists, and analysts to deliver comprehensive data solutions. Their goal is to empower clients with the information needed to succeed in a competitive market.

Company Stage

N/A

Total Funding

N/A

Headquarters

London, United Kingdom

Founded

N/A

Growth & Insights
Headcount

6 month growth

4%

1 year growth

0%

2 year growth

4%
Simplify Jobs

Simplify's Take

What believers are saying

  • The acquisition by Motive Partners for £400M indicates strong investor confidence and potential for significant growth.
  • With Intelligence's strategic acquisitions, like FolioMetrics, expand their data capabilities and market reach, offering employees opportunities to work on cutting-edge projects.
  • Their specialized focus on alternative asset management provides a unique niche, reducing direct competition and increasing job security.

What critics are saying

  • The niche focus on alternative asset management may limit market size and growth potential compared to more diversified financial data providers.
  • Frequent acquisitions could lead to integration challenges, potentially disrupting operations and innovation.

What makes With Intelligence unique

  • With Intelligence focuses exclusively on the alternative asset management industry, providing specialized insights and data that general financial data providers may overlook.
  • Their blend of in-house expertise and strategic acquisitions, such as FolioMetrics, enhances their ability to offer comprehensive and up-to-date intelligence.
  • The recent investment from Motive Partners underscores their financial stability and potential for growth, setting them apart from less well-funded competitors.