**The Role** The Service Desk Manager will play the pivotal role in managing a skilled team responsible for the 1 st line or front-line support of all technical product managed by Insurance Technology. The Service Desk Manager will play the pivotal role in managing a skilled service desk team responsible for the first line support of all products managed by Insurance Technology. This includes setting goals, developing processes, and leading a team of Service Desk team. The manager works closely with other support functions and business leaders to ensure that the support the organization's strategic objectives. Responsibilities + Manage the daily operations of the Service Desk team. + Develop and execute the Service Desk strategy aligned with organizational goals. + Lead and develop a high-performing Service Desk team. + Drive continuous improvement initiatives within the Service Desk. + Responsible for overseeing the day-to-day effectiveness of the Service Desk Team and ensuring that objective and targets such as SLA/OLAs are met. + Support the Service Desk Team with their day-to-day task or responsibilities. + Primary escalation for any concerns, query, or issues related to Service Desk team. + Works with the Service Desk Leader to develop goals and objectives for the Service Desk. + Acts as secondary or back up Incident Commander for Critical Incidents. + Reviews the quality of work performed by the Service Desk. + Responsible for ensuring that processes owned by Service Desk are reviewed and updated as part of continuous improvement. + Helps identify shift left opportunities from other resolver teams to the Service Desk. + Work with other leaders within Service Delivery to ensure that we deliver our core responsibilities and objectives towards our clients and stakeholders. + Represents Service Desk and closely collaborates with other technology teams in ensuring that that incident trends, incident handling, and the incident management process is calibrated and fit for purpose. **The Requirements** + Proven track record of running large technical teams looking after environments, some of which will be on different time zones + Experience in handling or managing teams across different time zones and geographies. + Strong knowledge of cloud technologies and hosting provisions, ideally Microsoft Azure + Accreditation in ITIL and Azure (e.g. 70-732, AZ-100, AZ-101) advantageous + Experience in managing a globally diverse function + Experience in running a technical team with skillsets related to troubleshooting and solving technical problems or issues + Ability to transition between operating at a strategic level to the specific detail of a technical issue or process + Success with working with senior external stakeholders + Ability to identify and drive continuous improvement + Ability to navigate the internal workings of a global organization to ensure delivery where not all functions report directly under their control + Working with clients when required to resolve serious issues + Strong verbal and written communication skills WTW is an Equal Opportunity Employer