Service Desk Lead

Chaucer; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading insurance group in the UK is seeking a Service Desk Manager to oversee the Service Desk function. The candidate will implement IT Service Management best practices while leading a dedicated team and collaborating with various stakeholders. Responsibilities include developing service strategies, managing daily operations, and ensuring performance metrics are met. Exceptional analytical, leadership, and problem-solving skills are essential. The company values diversity and is committed to creating an inclusive working environment.

Benefits

Flexible working arrangements

Diversity and inclusion initiatives

Qualifications

• Experience leading a Service Desk team.
• Ability to develop and implement ITSM best practices.
• Knowledge of industry standards and compliance requirements.

Responsibilities

• Deliver overall Service Desk strategy aligning with business goals.
• Oversee daily operations ensuring efficient technical support.
• Manage vendor performance against agreed KPIs.

Skills

Analytical skills

Problem-solving

Collaboration

Team leadership

Communication

Detail-oriented

Education

Experience in Service Management roles

Job description

The role reports into the Head of Service Management and will be responsible for overseeing the Service Desk function within the Chaucer Technology Group (CTG). This role leads an established 3rd party team and is part of the evolution of the operating model and is instrumental in modernising the ways of working. This role requires a strategic thinker with a Service Management background and proven management skills. The role has overall responsibility for the Service Desk vision and roadmaps that support and advance the company's business objectives. It also involves leading and mentoring a team of Service Desk technicians and collaborating with cross‑functional teams such as Product Management, Engineering, Architecture, and Quality & Technical Assurance within a matrix IT organisation. They will lead Service Desk 3rd party resources, ensuring that business and technology requirements are both delivered and aligned.

Responsibilities

• Deliver the overall Service Desk strategy and long‑term vision for CTG, ensuring it aligns with the company's broader business goals.
• Implement and maintain IT Service Management (ITSM) best practices, such as those within the ITIL framework, to develop and improve support processes, procedures, and documentation.
• Identify opportunities for automation, self‑service portals, and other technologies to enhance support capabilities and improve the end‑user experience.
• Generate and analyse reports on service desk performance and trends, presenting insights and improvement plans to senior management.
• Manage strategic relationships with internal business stakeholders and external service providers to ensure alignment on service requirements and performance.
• Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks.
• Oversee the daily operations of Chaucer's service desk, ensuring high‑quality, efficient, and timely technical support for all end‑users.
• Ensure service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) are defined, monitored, and met or exceeded.
• Ensure all team members consistently meet or exceed SLAs and KPIs such as first‑contact resolution, average resolution time, and customer satisfaction.
• The role involves a balance of team leadership, strategic planning, and hands‑on problem‑solving to maintain operational excellence and customer satisfaction.
• Being an active member of the Service Management management team.
• Leadership and Strategy
  • Demonstrates a high level of self‑awareness through a commitment to continuous, personal improvement and learning.
  • Demonstrates high personal resilience and ability to adapt to change.
  • Builds effective teams, coaches and mentors people.
  • Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively.
  • Understands the way the business works and displays knowledge of the external marketplace to drive the business forward.
  • Strives to build key relationships and shows ownership of targets; focusing on results.
  • Develops and executes the Service Desk strategy in alignment with the company's overall objectives.
  • Provides visionary leadership to the Service Desk team.
  • Maintains a culture of Service Management excellence in the company.
  • Ensures that the team works efficiently and effectively, bringing an Agile mindset, adapting to changing circumstances while working within organisational constraints of budget and resources, whilst adhering to quality standards.
  • Motivates the team to deliver the best services possible and takes responsibility for the team's actions and decisions.
  • Sets clear goals, fosters a culture of ownership and collaboration, and provides opportunities for continuous professional development.
• Technical Delivery Management
  • Oversees the Service Desk delivery, planning and execution of all IT 1st line support across Chaucer. Ensures work is completed on time, within budget, and to the highest quality standards.
• Technical Oversight
  • Provides Service Management guidance and support to the Service Desk team. Ensures the adoption of best practices and the latest technologies. Ensures standardisation, simplification and effectiveness across the service management value chain.
• Vendor Management
  • Monitors and reviews vendor performance against agreed KPIs and metrics.
  • Schedules regular governance meetings with vendors to review performance.
  • Ensures compliance with industry standards and regulations.
• Stakeholder Engagement
  • Collaborates with key stakeholders, including senior management, clients, and partners, to understand their needs and ensure successful service outcomes.
• Risk Management
  • Identifies and mitigates risks associated with Service Desk activities.
  • Implements robust processes and controls to ensure compliance with industry standards and regulations.
• Performance Monitoring
  • Establishes and monitors key performance indicators (KPIs) to track the success of Service Desk initiatives. Continuously seeks opportunities to improve efficiency and effectiveness.
• Creates an inclusive environment that values individual difference to leverage diversity.

Qualifications

• Relevant industry experience in Service Management roles, with previous experience in a Service Desk management position.
• Problem‑Solving – Excellent analytical and problem‑solving abilities. Ability to think strategically and make data‑driven decisions.
• A team‑builder and collaborator, who can work comfortably in a highly collaborative setting.
• Can work comfortably with senior business leadership, has a positive can‑do attitude, open and welcoming to change.
• Has exceptional management skills, being able to influence cross‑functional departmental leaders in a particular direction.
• Can quickly form meaningful connections inspiring trust and confidence in others.
• Detail and quality oriented, with a customer focus, an exceptionally keen eye for detail and highly organised.
• Is able to manage multiple priorities and meet deadlines, demonstrating an ability to remain calm under stress and in times of uncertainty.

Company Information

Chaucer is a leading insurance group at Lloyd's, the world's specialist insurance market. We help protect industries around the world from the risks they face. Our customers include major airlines, energy companies, shipping groups, global manufacturers and property groups.

Our headquarters are in London, and we have international offices in Bermuda, Copenhagen, Dubai and Singapore to be closer to our clients across the world. To learn more about us please visit our website.

Chaucer is committed to diversity, actively values difference and respects people regardless of the protected characteristics which are outlined in the Equality Act 2010 (UK legislation) as a result of the Equal Treatment Directive 2006 (EU legislation). A diverse workforce and an inclusive workplace are core to our success as a business and integral to our winning strategy and culture. We recruit from the widest available pool of talent, and our hiring, assessment and selection process is fair, free from bias and one which ensures we select the right person for the job, based on merit. We are committed to promoting a culture that actively values difference, and recognises that everyone has the right to be treated with dignity and respect throughout their employment. We are open to considering flexible working arrangements for all roles and encourage you to outline your needs during the interview process.