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Assistant Manager, IT Service Desk, Enabling Functions, Cardiff

Cardiff, UK
Closing date
21 Jan 2021

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Job Details

Your opportunity
We are looking for an Assistant Manager to support the IT Service Desk.
The purpose of the role is to actively manage the IT Service Desk on a day to day basis including the management of the team, dealing with day to day issues such as organisation of the rota, resource planning, ensuring call targets are met, first line performance management and the delivery of the IT Service Desk strategic objectives.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.

We are proud to offer flexible working arrangements which allow our people to choose the most suitable working arrangement that works for them. Whether this is working 4 days per week, taking the summer months off work, or more flexibility around your working pattern, we consider both formal and informal working arrangements that allow our people and our clients the best outcome.
If you would like to hear more about our flexible working arrangements, please let us know.

Are you looking to return to the workplace after an extended career break?
For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter know when you make your application.

Your role
The Assistant Manager, who will report directly to the IT Service Desk Manager, will have responsibility for:
• Actively managing a team of Level 1 IT Service Desk agents within Organisation on a day to day basis including coaching, training & development, management of timekeeping, holidays and sickness, organisation of the rota, resource planning, ensuring service level agreements and KPI targets are met.
• Assistant Managers will be required to act as first point of escalation in areas such as dealing with problem callers and escalations.
• Performance management of a team, including monthly one to one's, providing feedback, and dealing with absence management and return to work interviews.
• Actively contributing to and deliver against the IT Service Desk strategic objectives
• Ensure work is appropriately distributed and completed within the team accurately and in a timely manner.
• Point of contact for escalation of more complex issues from the team.
• Identify process issues/opportunities for service improvement, taking ownership to action/deliver as appropriate.

Pro-actively engage and collaborate with other IT Service Desk Assistant Managers, IT Service Desk stakeholders, other Customer Service desks, IT Service Management and IT Infrastructure SMEs to ensure a consistent, high quality customer experience is maintained. This will include working closely with our colleagues across the globe.

The role may involve travel within the UK and overseas, and flexibility will be required to accommodate a busy and varied workload.

Your work, your choice
At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.

Full Time (37.5 hours per week, Monday - Friday)

Work pattern:
This is a fixed term contract opportunity. The role can be worked on a full-time basis.

Your professional experience
•Good knowledge about IT Service Desk operations and Performance Management
•Good knowledge of Service Now ITSM tool
•Good knowledge of ITIL v3 Best Practice Framework (preferably at least Foundation qualified)
•Customer Services experience (essential)
•People management experience in a similar operational role (essential)
•Continual Service Improvement experience (preferred)
•Experience in creating insight from data (preferred)
•Project Management experience (preferred)

•Process and results driven
•Ability to work proactively, under pressure and independently with minimal direction
•Ability to utilise critical thinking skills to clarify for others
•Ability to maintain discretion when needed
•Effective in cross-functional communications

CoRe, Deloitte's global business services organisation, supports the Global Strategy by delivering consistent quality and measurable value across the global network. Covering eight distinct areas; Contact Centre, Creative Services, Data Protection Assessment Services Data Management Services, Knowledge Services, Procurement, Real Estate and Research Services. CoRe is uniquely positioned to develop new and innovative approaches beyond current member firm capabilities by:

Leveraging global scale to drive bottom-line savings
Increasing speed to market to drive top-line growth
Adopting best-in-class processes and tools
Propelling innovation
Uniting top talent

Yourservice line: Enabling Functions
At Deloitte, we're all about making animpact that matters, together. And nowhere is this moreapparent thanamong our 2,000-strong Enabling Functions teams. With ourcombined specialist skills and business partneringexpertise, we provide all the essential strategy, support and adviceour client-facing colleagues need, right across the firm. This enables them tofocus all of their efforts on delivering the best service possible totheir clients. So not only will you be providing world-class support toour internal clients, you'll be making animpact for all the hugely influential organisationsDeloitte works with too. Covering all ourdistinct areas; Human Resources, Clients & Industries, Finance& Legal, Central Business Services, National Quality & RiskManagement, Technology & Digital Services, and RealEstate, the opportunities here are vast. And what'smore, you can grow your career in whatever direction you choose. We'llsupport you all the way.

Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.

About Deloitte

Our Purpose & Strategy

To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.

What do we do?
Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.

Beyond the UK: Deloitte North and South Europe
The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.

What do we value?
What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for maximum impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Being a Leader at Deloitte
Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people - both inside and outside work - and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.
We expect colleagues at all levels to embrace and live our purpose and our leadership culture by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. We know leadership comes in all shapes and sizes, but our Leadership Charter helps all of our people understand what we're looking for:

  • We live our purpose: we act as a role model, embracing and living our purpose and values, and recognising others for the impact they make
  • We develop talent: we develop high-performing people and teams through challenging and meaningful opportunities
  • We drive performance: we deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
  • We believe positive influence can make an impact that matters: we influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • We move, together, towards a strategic direction: we understand key objectives for clients and Deloitte, aligning people to objectives and setting priorities and direction.


Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London EC4A 3HQ, United Kingdom.
Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee ("DTTL"). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients. Please see to learn more about our global network of member firms.

© 2020 Deloitte LLP. All rights reserved.

Requisition code: 179948
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