Service Desk Team Manager

You will lead a team of System Engineers and Service Desk Analysts, including rostering, staffing decisions, development plans and performance feedback to ensure key competencies are met supporting IT
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Who we are

The Workshop is a tech company that develops incredible software for the online gaming industry. Living by the motto “Fearlessly Forward,” innovation is at the centre of everything we do, whether it’s our games, new products and technologies. We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes.Our strength lies in the diversity of our skills, and that comes from the diversity of our people. The Workshop is committed to being a diverse and inclusive workplace where we learn from each other, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof,) and programming language preference. As an equal opportunity employer, we offer a pleasant, supportive place to work – whoever you are. It’s a place where you can try new ideas, take risks, and move Fearlessly Forward.

What you'll do

  • Manage and lead a local team of 4 Systems Engineers and 4 Service Desk Analysts, including rostering, staffing decisions, development plans and performance feedback to ensure key competencies are met to support business needs.
  • Collaborate with overseas teams to ensure delivery of consistent, high quality support and effective coverage within a 24/7 follow the sun model.
  • Clearly define and communicate job expectations, vision and provide direction and development for your direct reports
  • Promote a continuous improvement ethic. Work to eliminate bottlenecks, implement feedback loops and identify opportunities to automate.
  • Ensure team documentation and standard operating procedures are up to date and fit for purpose.
  • Work collaboratively with other technical teams to resolve incidents and problems under tight time constraints.
  • Encourage a proactive attitude towards preventing incidents
  • Ensure ongoing, timely updates on product and service interruption issues to management and stakeholders.
  • Reduce the number of incidents being escalated to Subject Matter Experts through improved process, procedures knowledge and skills.
  • Ensure investigation of underlying causes of real or potential anomalies in IT services
  • Work worth IT heads of and business stakeholders to define possible solutions      and strategies and ensure requests for change (RFC) needed to re-establish quality of service are carried out.
  • Select, develop, and retain a high performing team while championing a culture of employee engagement within the team and across regions
  • Act as a key point of escalation for any related issues that may arise and work with relevant stakeholders where required.

What you'll bring

The ideal Service Desk Team Manager will possess some or all of the following attributes

  • Prefer +8 years of demonstrated IT experience with +3 years in a leadership role
  • A demonstrated capability in staff development
  • A demonstrated customer focus
  • A demonstrated capability in engaging and communicating with senior management stakeholders
  • A demonstrated ability in continuous improvement ideally with previous experience with improvement methods such as Lean Six Sigma or Kepner Tregoe
  • Experience with incident, change or problem management processes
  • ITIL® Foundation certification
  • Experience in geographically spread technology support organization.
  • Experience in supporting remotely located end users, VIPs, systems,
  • Understanding of the impact of technology on the business.
  • Business fluency in English
  • Basic knowledge of network and server infrastructure
  • Strong analytical skills
  • Well organized, ability to multitask and prioritize

What's in it for you

  • Challenging and fulfilling work at an innovative, global company that uses cutting-edge tech
  • Global work experience in an agile methodology
  • International, friendly and inclusive multi-cultural environment (over 35 nationalities that speak altogether almost 30 languages!)
  • Competitive salary and relocation packages for you and your family
  • Private health insurance and life insurance from day 1
  • Flexibility of working from home/office to stay both safe and collaborative
  • Flexible working hours, well-being programs, learning and growth opportunities
  • Team building events, learning labs, Hackathons/Designatons 
  • Opportunity to shape the tech community inside and outside of The Workshop, mentoring and sharing knowledge with others


Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!

Málaga

Calle Severo Ochoa, 16
29590 Málaga Directions View page

Our culture

We’re lucky enough to have a home in two of Europe’s best tech cities – London and Malaga – and are proud of our diversity. Our Inventors represent over 40 different nationalities and almost 30 languages.


Already working at The Workshop?

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email
@theworkshop.com
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