We don’t just talk, we do. Lead the change with us.

At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change. We help governments turn bold ideas into reality so they can deliver for their people. We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three. And by sharing what we learn on the ground, so everyone can benefit. We do it to build more open, inclusive and prosperous countries for people everywhere.

We are a global team of nearly 800 changemakers, operating in more than 30 countries, across five continents. We are political strategists, policy experts, delivery practitioners, technology specialists and more. We speak more than 45 languages. We are working on over 100 projects, tackling some of the world’s biggest challenges. We’re all here at TBI to make a difference.

In a world of ever more complex challenges, we believe diversity of background and perspective is a strength. We pride ourselves on a culture that values and nurtures difference. We are dedicated to unlocking potential, not only for the countries we work in but also for each of our team members. No matter where you’re from or who you are, if you’re passionate about the transformative power of progressive politics, we invite you to build a better future with us.

Role Summary

TBI are looking for a Global Service Desk Manager to lead and develop our global IT helpdesk team based across our offices in London, Singapore and Nairobi.

As the Global Service Desk Manager you will oversee the daily operations of the service desk, ensuring the efficient and effective delivery of IT support services to our users. You will be responsible for managing the Senior Service Desk Analyst & their team in London, and matrix managing the Senior Service Desk analysts in Singapore and Nairobi. You will coordinate their activities and provide guidance and support to ensure high-quality customer service. Additionally, you will be responsible for developing and implementing policies and procedures, monitoring service performance metrics and driving continuous improvement initiatives to enhance the overall user experience and satisfaction. As a key member of the Digital Operations management team, you will help shape the services we offer across the organisation.

Please note, it is essential you have an existing right to work in the United Kingdom to apply for this role.

Key Responsibilities

• Managing and leading a team of Senior Service Desk Analysts and Service Desk Analysts based across London, Singapore & Nairobi. This includes hiring, training, performance management and providing ongoing coaching & guidance. The teams based in Singapore and Nairobi are matrix managed with the Regional Operations Directors.
• Working with the Senior Support Analysts to oversee the day-to-day operations of the IT service desk, ensuring that the desk is appropriately staffed and rotas are in place to provide agreed upon coverage, service level agreements (SLAs) are met and high levels of customer satisfaction are maintained.
• Work with the Senior Service Desk Analysts to monitor ticket queues, address escalations, and resolve complex issues.
• Implementing and maintaining an effective incident and problem management process to ensure timely resolution of technical issues. This includes coordinating with other teams within Digital Operations, documenting root causes, and implementing preventive measures.
• Building and maintaining strong relationships with key stakeholders, such as internal departments and external vendors, to understand their IT service requirements and ensure effective communication and collaboration.
• Developing and maintaining the knowledge base to ensure that service desk analysts have access to accurate and up-to-date information for troubleshooting and resolving issues. This may involve creating and updating documentation, FAQs, and training materials.
• Analysing incident data to identify recurring issues or patterns and proactively implementing measures to prevent future incidents. This may involve working closely with other teams in Digital Operations to address underlying technical or infrastructure problems.
• Work with the Director of Digital Operations and the Regional Operations Directors to ensure the service desk is aligned to the needs of the business and is able to support continued global growth.
• Managing the service desk budget, including forecasting, tracking expenses, and optimising resource allocation.

• Generating reports and maintaining accurate documentation related to service desk activities, performance metrics, and key performance indicators (KPIs).

  Person Specification

Essential

• Prior experience in a supervisory or managerial role within an IT service desk environment.
• Strong background in IT service management and support processes.
• Experience in managing and leading a team of service desk analysts.
• Familiarity with incident, problem, and change management processes.
• Proficiency in using IT service management tools and software.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework and its practical application.
• Experience in developing and implementing service desk policies and procedures.
• Understanding of IT service level agreements (SLAs) and service level management.
• Demonstrates the ability to prioritise against tight deadlines
• An understanding of various IT systems and technologies, including Microsoft 365, Windows 10/11 and MacOS.
• Desire to learn and develop new systems, platforms, and technologies
• Excellent communication skills, including the ability to communicate technical information to non-technical stakeholders.
• Excellent customer service skills to ensure a high level of user satisfaction.
• Ability to work in a fast-paced environment and to adapt to changing priorities.

Desirable

• Experience with service desk performance monitoring and reporting.

We encourage early applications as we reserve the right, if required, to close this role earlier.

Closing Date:

2024-07-29