Deskside Support Manager Location: Stevenage Salary: Up to £50,000 dependent on experience Closing Date: Monday 06 May 2019 Responsibilities Manage Desktop Support Team Lead and motivate the team to maintain high customer focus, quality of service and overall output. Lead the Towergate deskside team in the delivery of support of the standard Towergate workstation (desktop PC’s and laptops), managing and engaging third parties, OEMs and suppliers appropriately to deliver a seamless end user experience. Input into local initiatives and projects as requested including office moves and relocation of local IT infrastructure and support as needed. Allocate resource as required by the business and ensure adequate staffing levels are maintained. Monitor and manage the workload and performance of team members. Regularly review training and development needs of team members against business objectives. Deliver Desktop Support Ensure Towergate users receive support to a high standard within SLA by driving operational excellence Engage with other Towergate teams and Service Desk to ensure that the correct level of service is provided. Deliver seamless end to end desk side service including effective management of third parties and smart hands working with both internal and external teams. Customer Focus Maintain a good working relationship with the business to improve service. Identify opportunities for service improvement and make recommendations Participate in regular service review meetings Understand and manage expectations of end users Achieve and maintain high customer satisfaction levels for deskside support Essential Criteria - Must be clearly demonstrated on CV Experience of the UK insurance broking and underwriting markets. In depth service desk experience within large corporate environments In depth experience working as Service Desk Manager ITIL Practitioner who can work well in a process driven environment. Also essential A demonstrated product and environment understanding. Communication skills of a high standard with the ability to command the respect of individuals at all levels. Excellent Customer Management skills with experience of working with customers and stakeholders in high pressure environments. The ability to work on own initiative either independently or as part of a team. Ability to work in a culture and environment which is lean and results driven. The ability to lead a focussed team to make a step change in performance. Effective communicator. Excellent Problem analysis and problem solving abilities. Excellent analytical skills and attention to detail. Man management including strong team motivation, building and working skills. A quick thinker with a ‘can do’ attitude and aptitude for creativity. Please apply online The Ardonagh Group is the UK’s largest independent insurance broker with global reach. We are a network of over 100 office locations and a workforce of nearly 7,000 people. Formed in 2017 and following a series of acquisitions in 2018, Ardonagh today brings together best-in-class brands including Autonet, Bishopsgate, Carole Nash, Geo Underwriting, Price Forbes, Swinton, Towergate and URIS. Our understanding of the communities we serve, together with our scale and breadth, allows us to work with our insurer partners to deliver solutions that meet our customer needs. Our understanding of the communities we serve, together with our scale and breadth, allows us to work with our insurer partners to deliver solutions that meet our customer needs. Visit www.ardonagh.com for more information.