IT Service Desk Manager, EMEA

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Description

Meltwater is in search of an experienced IT Service Desk Manager to provide leadership and supervision to the EMEA IT Service Desk team. The IT Service Desk Manager is responsible for overseeing daily operations, ensuring high levels of customer satisfaction. Coordinating with IT leaders and your team to provide a world class experience to the business.

What You'll Do

• Lead, mentor and manage a team of IT Support Specialists assigned to the EMEA IT Service Desk.
• Foster a positive and collaborative team environment, promoting professional development and high performance.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Oversee the day-to-day of the EMEA IT Service Desk to ensure timely and efficient resolution of IT requests and incidents. Coordinating with other IT teams and business units as needed.
• Monitor the IT Service Desk ticket system, ensuring tickets are accurately logged, categorized and resolved within SLA.
• Ensure high levels of customer satisfaction by providing exceptional IT support services.
• Act as an escalation point for complex or unresolved IT issues, ensuring swift and effective resolution.
• Develop and maintain strong relationships with key stakeholders around the business.
• Coordinate with IT leaders to evaluate and improve IT processes, policies and procedures.
• Supervise project work assigned to the team, working with key stakeholders and vendors to accomplish established objectives.

What You'll Bring

• Professional experience in a similar role type, leading an IT support team.
• 2 + years of People/Team Management and experience providing end-user support.
• Advanced knowledge of Service Desk operations
• Experience handling 3rd party vendors.
• Broad understanding of IT concepts, development practices, and architectures.
• Strong interpersonal skills, detail-oriented, and able to manage multiple tasks simultaneously
• Windows and MAC OS support.
• Android and iPhone support.
• On-call and occasional hours outside normal business according to business needs.
• Experience supporting applications; such as - GSuite, Office365, Adobe, Azure, Active Directory, Vonage, Slack, Jira, Confluence
• Experience with AV technologies; such as - Google Meet, Zoom and on-premise AV for conference rooms and board meeting spaces.
• Proven ability to build a strong partnership with selected IT vendors

What We Offer:

• Enjoy flexible paid time off for enhanced work-life balance
• Secure your future with a Creative Pension
• Take advantage of our cycle-to-work scheme promoting eco-friendly commuting options
• Elevate your health and wellness through Simply Health, an integral part of our benefits package offering diverse options for a holistic well-being journey
• Prioritise well-being after tenure with comprehensive Vitality Health Insurance, a reward for commitment and a safeguard for long term health needs.
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You'll Work: 23 Camomile St, London EC3A 7LL

When You'll Join: asap

Our Story

The sky is the limit at Meltwater.

At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.

Our award-winning culture is our north star and drives everything we do - from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products - and making sure to celebrate our successes and have fun along the way.

We're proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to reach your goals.

So, in a nutshell, that's Meltwater. We love working here, and we think you will too.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.