IT Service Desk Manager

costar; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading real estate analytics firm in London seeks an experienced IT Support Technical Team Lead to oversee the productivity of employees, being the main escalation point for tech issues. Responsibilities include managing a team, improving IT processes, and ensuring customer satisfaction. Key qualifications required include degree-level education and substantial experience in IT service desk management. The role offers a range of perks including private medical cover and enhanced maternity/paternity pay.

Benefits

Private medical cover

Dental cover

Life Assurance

28 days annual leave

Competitive pension

Season ticket loans

Enhanced maternity and paternity pay

Qualifications

• Proven experience managing IT Service Desk engineers.
• Experience in supporting Windows 10/11, Active Directory and office productivity tools.
• Experience with remote management and supporting mobile devices.

Responsibilities

• Guide and resolve IT issues raised by end-users.
• Conduct daily stand-ups with the tech team.
• Improve processes for Operational Excellence.

Skills

Customer service

Problem-solving

Communication

Team management

Education

Degree level education

Tools

Windows 10/11

macOS

Active Directory

Microsoft Office

O365

AVAYA

Job description

OVERVIEW

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.

Learn more about CoStar.

ROLE DESCRIPTION

We are looking for an experiencedIT Support Technical Team Leadto join our team. In this role, you will helpmanagethe productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time.

This position is located in London, UK and offers a schedule of 5 days in the office.

RESPONSIBILITIES

• Provide guidance, assistance, coordination, and follow up on IT Issues raised by end-users, constantly coaching & guiding your technicians to resolve tickets within agreed SLAs
• Daily stand-ups with tech team leads to discuss Priorities for the Teams
• Process and procedure improvements, aiming for Global Operational Excellence
• Report to Senior management on potential problems and identify problem trends
• IT Documentation curation, setting and maintaining High Standards, Coach engineers to use the Knowledge base
• Support growth of Service Desk by hiring and developing strong technicians
• Assist with onboarding and training new hires in best practices
• Ongoing Development of existing employees
• Ticket and call review/auditing on a regular schedule
• Monthly reports – tickets opened/closed, how many by tech, by the team, trends, etc.
• Call reports to include the number of calls, calls by tech, call length, hold times, calls dropped, trends, etc.
• Liaison between other IT groups (systems, security, network, telecom, etc.) as needed
• Any other duties and special projects as assigned

BASIC QUALIFICATIONS

• Educated to degree level or equivalent experience
• In depth experience as Manager of IT Service Desk Engineers
• Deep experience in corporate IT or Service Desk roles ideally working through the technical response levels
• Experience supporting Windows 10/11 workstations, macOS, Active Directory, Microsoft Office, and Windows Servers
• Experience supporting phone (AVAYA) and data networks
• Experience of remote management (APAC resource)
• O365 Admin experience
• Experience supporting mobile devices such as iPads, iPhones, etc.
• Additional languages are desirable (French, German, Spanish or Italian)

WHAT’S IN IT FOR YOU

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in excellent offices, other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.

However, we particularly encourage applications from, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing