We are seeking a Support Desk Manager to join our team! This is an exciting opportunity to lead a high-performing support operation on one of our client accounts, and make a lasting impact on service delivery. As Support Desk Manager, you will provide operational leadership of the service desk, act as the escalation point for complex technical issues, manage stakeholder relationships, and ensure the support operating model remains predictable, scalable, and aligned with business objectives.
Responsibilities
- Lead the client support function and manage support personnel.
- Ensure compliance with support processes, SLAs and governance frameworks.
- Manage resource planning and service capacity.
- Own the standard for how production changes are governed and approved, including emergency changes.
- Define and maintain the service hours and cover arrangements for the support team, including planned and unplanned absence.
Operational Management
- Monitor service performance and SLA adherence.
- Manage backlog remediation and prioritisation.
- Review escalations and major incidents.
- Act as the final support escalation point.
Technical Leadership
- Support complex investigations where required.
- Provide L2/L3 technical expertise.
- Chair the L3 escalation forum.
Governance & Reporting
- Produce operational and executive reporting.
- Analyse trends, capacity forecasts and service metrics.
- Manage stakeholder communications.
- Facilitate monthly service reviews.
- Own and maintain the service’s technical governance framework and control documentation, keeping it current as controls evolve.
- Represent Support in the design of access and emergency-change controls.
Strategic Improvement
- Identify opportunities for automation.
- Improve support processes and workflows.
- Define operational standards and procedures.
- Develop support capability and team maturity.
Internal Expectations
- Adhere to all Company expectations, policies, procedures, regulations and contractual requirements, and report information security incidents and nonconformities.
Skills and Experience:
Required:
- Significant experience leading technical support or service delivery teams.
- Strong understanding of ITSM and service governance.
- Excellent stakeholder and relationship management skills.
- Strong analytical and reporting capabilities.
- Experience with SQL and enterprise application support.
- Experience managing operational metrics and service improvement programmes.
- Experience leading support functions within software development organisations.
- Insurance or reinsurance domain knowledge.
- Experience with forecasting and capacity planning.
- Knowledge of C#/.NET application architecture.
Location
This is a hybrid role, based in either our Oxford or Bristol office.
Imaginera culture and benefits
We believe in creating an environment where people can thrive and reach their potential. Our business is unique in the market it operates, which means you will learn commercially and technically - mentoring and coaching are an integral part of our business.
In addition to a welcoming and supportive culture, we offer:
- Contributory pension scheme
- Private medical insurance with the option to add family members
- Cycle to work scheme
- A wellbeing team & mental health first aiders
- Yearly paid time off allowance for medical appointments in addition to holiday
- Training and development opportunities
- Regular team and company events
Who We Are
Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance and Insurance Linked Securities.We set ourselves apart from our competition by being at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.
Having spent eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, went live in Autumn 2020 and has a busy roadmap ahead of it.
We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down.So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.
Studies have shown that women and ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Imaginera, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
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