Global Service Desk Manager - Energy Publishing, Central London

Argus Media
London (Greater)
16 May 2018
15 Jun 2018
Contract Type
Full Time
Argus is a fast-growing B2B media company providing essential information to the energy commodities trading industry.

This is an excellent opportunity for a passionate Service Desk Delivery Manager to join our busy IT Senior Management team and help deliver quality IT services to all users and customers.

You will be focused on the continual service improvement of all activities performed by the Service Desk as well as overseeing day-to-day tasks. You will be technically capable and experienced in first, second and third level support with a proven track record in delivering service improvements to IT services and processes.

A key objective of the role is to eliminate common, standard and repetitive time-consuming tasks so Service Desk resource can add value by building on and leveraging their SME business knowledge. You will also ensure that the Service Desk team responds to incidents and service requests in a priority order as well as assisting the team with analysis, troubleshooting and problem solving.

In the role you will identify changes required to existing IT processes and procedures, to deliver our Service Improvement Plan and SLA.

Key responsibilities

· Full management of 7 direct staff

· Team Management- Including one to one’s and weekly team meetings and allocation of ad-hoc project work

· Identify, design and implement improvements to IT services, tools and processes administered and supported by Service Desk

· Monitor incident call volumes

· Morning checks- Meeting rooms and key systems monitoring etc.

· Manage Quarterly Town-hall meetings

· Create and maintain a Knowledge Error Database (KEBR) within Service Desk

· Actively manage incident queues to see calls assigned to support staff are resolved as per agreed SLAs

· Develop relationships with the end users and provide proactive services to enhance the quality and reputation of IT

· Manage all communication to senior stakeholders and end-users ensuring they are always informed of current progress and planned works

· Support other members of the team with escalations and where additional assistance is required

· Ensuring the global asset management (software and hardware) systems are regularly updated by the service desk team and maintained

· Maintain monitoring tools to ensure they always accurately reflect the IT estate

· Improve end user experience of technology within Argus Media and drive initiatives to improve SLA performance of Service Desk deliverables

· Oversee day to day fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks. Support the Service Desk team by providing guidance on analysis, trouble-shooting and problem solving to help expedite resolution as first escalation point for the team and the business for high priority cases

· Encourage and facilitate training of team members on platforms, technology and approach for delivering excellent service

· RACI Model Development

· Skills matrix development and gap analysis for Service desk team

· Plan and schedule resource to the requirements of the business (Service Desk rota and Daily/Weekly/Monthly Tasks)

· Maintain stock levels of equipment to ensure sufficient capacity to deal quickly with typical end user problems

· Ensuring Knowledge sharing to avoid single point of failure

· Ensure the team are informed of changes, maintenances, known problems and new services

· Proactively escalate to senior management tickets due to breach SLA or have potential to cause significant customer facing impact

· Management of Third party suppliers to include, Telecommunications (G3), printing (Sharp), Video Conferencing (AV equipment, Crestron, Polycom, Smartboards etc.) This will include monthly Service Reviews

· Set-up Major Incident notifications keeping Senior Managers informed

· Project Management of Windows10 Migration +200

· Project Management of Technology Laptop refresh of 150+ users

· Assist and create documentation of Incident, Problem, Change Management and Service Catalogue

· Management Board room presentations

· To produce IT service reports, dashboards, KPIs/metrics and management information relating to the IT services provided

· To manage, recruit, lead, motivate, develop and coach staff in accordance with IT policies and procedures

· To build strong and effective relationships with stakeholders, ensuring that their needs and expectations are understood and managed, ensuring effectiveness and confidence in IT services are fully delivered

Skills and Experience


· Experience running a Service Desk Function

· Degree educated or equivalent

· Excellent leadership, communication, influencing and negotiation skills

· Strong focus on customer service with the ability to manage customer expectations, prioritise conflicting demands and resolve customer queries/demands

· Self-motivated and driven to meet performance targets and customer service standards

· Ability to work with minimal supervision

· Good decision making, problem solving and team player skills

· Adaptable to the demands of a busy IT department

· Willing to learn and share information with colleagues

· Business Analysis and Project Management of small, self-contained and discreet pieces of work

· Technically capable of using tools such as Task Scheduler, Active Directory, GPO, Citrix, VMware

· Hands-on experience of support

· Key stakeholder management – to include working with senior management

· Excellent customer facing skills and ability to work under pressure

· Report writing and analysis of KPI to enhance service delivery and staff performance

· Must have the ability to work well within a team to ensure that SLAs are met

· Excellent team Building skills

· Coordination of external training (QA) such Office365 and Windows 10 for the business

· Strong ability to work under own initiative and hit deadlines

· Must be able to communicate clearly and confidently at all levels

· Demonstrate examples of technical project delivery

· Strong ITIL background / ITIL v3 Practitioner Level


· Certified ITIL v3 Expert Level and fully proficient in implementing ITIL Methodologies

· Windows Server environments

· Citrix

· Microsoft AZURE

· Prince2 Practitioner Certification

· Networking LAN and WAN concepts

· Full understanding of infrastructure technology concepts e.g. networks, operating systems and security applications

About Argus Media

Argus is an independent media organisation with more than 850 staff. It is headquartered in London and has 21 offices in the world’s principal commodity trading and production centres. Argus produces price assessments and analysis of international energy and other commodity markets, and also offers bespoke consulting services and industry leading conferences.

Companies in 140 countries around the world use Argus data to index physical trade and as benchmarks in financial derivative markets as well as for analysis and planning purposes.

Half of Argus employees are commodity journalists who specialise in reporting news and price information relating to physical energy and related commodity markets. They operate according to a rigorous Editorial Code of Conduct and a Compliance and Ethics Policy that align with best journalistic practice, including the avoidance of conflicts of interest.

Argus was founded in 1970 and is a privately held UK-registered company. It is owned by staff shareholders and global growth equity firm General Atlantic.


Our rapidly-growing, award winning business offers a dynamic environment for talented, entrepreneurial professionals to achieve results and grow their careers. Argus recognises and rewards successful performance and as an Investor in People, we promote professional development and retain a high-performing team committed to building our success.

Competitive salaryGroup pension schemeGroup healthcare and life insurance scheme25 days holiday with annual increase up to 30 days Subsidised gym membershipSeason ticket travel loansCycle to work schemeChildcare voucher schemeExtensive internal and external training
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