Belmond
Job title:
IT Service Desk Manager
Company
Belmond
Job description
The IT Service Desk Manager is responsible for overseeing the operations of the IT Service Desk at our Global Office managing a team of service desk specialists, and ensuring the efficient delivery of IT support services to end-users. Their purpose is to lead and manage the service desk team, maintain customer satisfaction, handle incident and problem management, drive continuous improvement, manage resources and budgets, foster relationships with stakeholders, adopt new technologies, and ensure high levels of customer satisfaction.
Main Duties and Responsibilities
- Supervise the Service Desk team, managing task assignments, rotas, ad hoc projects, and escalations.
- Provide weekly reports to the Director of IT Operations.
- Undertake IT-related administrative tasks as necessary to deliver departmental strategic priorities.
- Provide on-site, first point of contact IT assistance primarily for our 2 London corporate offices.
- Collaborate with internal support teams and third-party providers to fulfil support requirements, maintaining communication and tracking progress within the ITSM system.
- Deliver basic training to customers to resolve issues and restore service promptly.
- Supervise new and ongoing projects, collaborating with stakeholders to monitor project status and address deviations.
- Manage IT procurement using the company’s finance solution.
- Implement departmental strategies and associated plans in alignment with the head of department.
- Collaborate with the department head to plan schedules, priorities, and respond to major issues.
- Assist with the planning and implementation of all Train Systems, ensuring that they are maintained to a level that delivers the most efficient service for our customers and that they adhere to Belmond standards of operation.
- Document incident and problem resolutions for the IT Service Desk knowledge base.
- Create incident resolution documentation accessible to customers through the knowledge base.
- Maintain and support existing and newly introduced systems at the end-user and system levels.
- Ensure compliance with local and global policies and regulations regarding system security.
- Develop and maintain disaster recovery plans, conduct regular testing, and document procedures to ensure continued business operation.
Requirements
What you Bring:
- Proven experience in managing an IT service desk team or similar role.
- Strong leadership and team management skills.
- Experience in liaising and coordinating with third-party vendors and suppliers.
- Excellent problem-solving and communication abilities.
- Ability to work under pressure and meet tight deadlines.
- Knowledge of IT service management best practices and tools.
- Experience in budget management and resource allocation.
- Excellent customer care skills and the ability to represent the IT function in line with desired culture and service standards.
- Demonstrates a proactive and accountable work approach.
- Ability to set up and maintain effective administration systems with attention to detail.
Benefits
At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:
- Competitive salaries and health insurance plans
- Complimentary and preferred rate experiences at our iconic destinations
- Private Medical Insurance
- Group Personal Pension Plan
We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you’ll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities and each other.
This is your moment. Apply today!
What you should know when applying…
- the role is generally able to benefit from our current hybrid working policy where team members are expected to attend the office on their Team Day plus two additional days (i.e. 3 days per week in the office and 2 days remotely). Ability to participate in an out-of-hours service support rota is required.
- it is expected that the application deadline will be 25 March 2024. However, an early application is encouraged as the position may close sooner if a large volume of applications is received.
The Belmond & LVMH Family
The Belmond global collection of iconic hotels, trains, safaris and river cruises is proud to be part of LVMH (Moët Hennessy Louis Vuitton), all creating exceptional experiences worldwide. When you join Belmond, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.
Expected salary
Location
London
Job date
Fri, 08 Mar 2024 23:52:20 GMT
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