Full-Time

Service Desk Manager

Posted on 8/6/2024

With Intelligence

With Intelligence

501-1,000 employees

Membership-based insights and data for finance

Consulting
Financial Services

Senior

London, UK

Hybrid work model: 3 days in office, 2 days remote.

Category
IT Support
IT & Security
Required Skills
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.
  • ITIL certification (preferred).
  • Experience managing remote teams (preferred).
  • Familiarity with industry-specific software and hardware (preferred).
  • Project management experience (preferred).
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 valuable insights and data products specifically tailored for the financial sector, focusing on hedge funds, private investment markets, and institutional investors. Their offerings include exclusive data, performance benchmarks, and industry insights that help clients make informed decisions. The company operates on a subscription-based membership model, allowing clients to access these resources and participate in over 200 global events each year, such as summits, webinars, and roundtables, which promote networking and business development. Unlike many competitors, With Intelligence emphasizes a strong community aspect through its events, fostering connections among members. The primary goal of With Intelligence is to empower financial professionals with the information and networking opportunities they need to succeed in asset management.

Company Stage

Acquired

Total Funding

N/A

Headquarters

London, United Kingdom

Founded

1998

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for ESG data is driving growth in the financial sector.
  • AI-driven analytics tools offer a competitive edge in market trend analysis.
  • Virtual and hybrid events expand networking opportunities and accessibility.

What critics are saying

  • Competition from free digital platforms may undermine the subscription model's value.
  • Integration challenges from acquisitions could lead to operational inefficiencies.
  • Reliance on event sponsorships is risky due to potential declines in corporate travel budgets.

What makes With Intelligence unique

  • With Intelligence offers exclusive data and insights for hedge funds and institutional investors.
  • The company hosts over 200 global events annually for networking and business development.
  • Their subscription model provides access to performance benchmarks and industry insights.

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Benefits

Health Insurance

Paid Vacation

Parental Leave

Wellness Program

Flexible Work Hours

Paid Holidays

Mental Health Support

Relocation Assistance

Employee Social Events

Hybrid Work Options

INACTIVE