Service Desk Team Lead
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Job Description
About Citco
The Citco group of companies (Citco) is a network of independent companies worldwide for over 70 years, all of which are leading providers of asset-servicing solutions to the global alternative investment industry. With $1.8+ trillion in AuA and operations across 36 countries with over 50 office locations.
For decades, industry publications have recognized our leadership in service and innovation. These accolades are a reflection of our drive to push ourselves and our industry forward.
With strategically positioned global offices ,we offer opportunities for graduates and seasoned professionals to work across the world. Careers at Citco can span continents.
For more information about Citco, please visit www.citco.com
About the Team & Business Line:
Proprietary software solutions and innovation are at the core of what differentiates Citco in the alternative investment space. Through our network of global development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our commitment to service excellence.
As a core member of our Product Support team you will work with dedicated professionals to ensure our clients maintain access to their critical information assets while keeping Citco ahead of industry trends.
Your Role:
This role reports to the Service Desk Manager. Team lead will actively lead a highly motivated, customer foscused team responsible for the provision of a professional service to all customers. The Team Lead will prioritise the day to day operational duties of the Service Desk, whilst ensuring continous service improvement through proactive response to incidents and requests.
Now is an exciting time as we instigate activites to scale up our service. Experience in driving Service Improvement activities is highly beneficial. We base our processes around ITIL best practie, so familiarity with this is highly desirable.
You'll be experienced in delivering against challenging SLA's in a fast paced environment, whilst also striving to achieve the highest level of customer service. The Team Lead will contribute to the service improvement programme by analysing and reporting on key service provided.
Your well being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.
We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect
Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.
About Citco
The Citco group of companies (Citco) is a network of independent companies worldwide for over 70 years, all of which are leading providers of asset-servicing solutions to the global alternative investment industry. With $1.8+ trillion in AuA and operations across 36 countries with over 50 office locations.
For decades, industry publications have recognized our leadership in service and innovation. These accolades are a reflection of our drive to push ourselves and our industry forward.
With strategically positioned global offices ,we offer opportunities for graduates and seasoned professionals to work across the world. Careers at Citco can span continents.
For more information about Citco, please visit www.citco.com
About the Team & Business Line:
Proprietary software solutions and innovation are at the core of what differentiates Citco in the alternative investment space. Through our network of global development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our commitment to service excellence.
As a core member of our Product Support team you will work with dedicated professionals to ensure our clients maintain access to their critical information assets while keeping Citco ahead of industry trends.
Your Role:
This role reports to the Service Desk Manager. Team lead will actively lead a highly motivated, customer foscused team responsible for the provision of a professional service to all customers. The Team Lead will prioritise the day to day operational duties of the Service Desk, whilst ensuring continous service improvement through proactive response to incidents and requests.
Now is an exciting time as we instigate activites to scale up our service. Experience in driving Service Improvement activities is highly beneficial. We base our processes around ITIL best practie, so familiarity with this is highly desirable.
You'll be experienced in delivering against challenging SLA's in a fast paced environment, whilst also striving to achieve the highest level of customer service. The Team Lead will contribute to the service improvement programme by analysing and reporting on key service provided.
- Line manage a proactive team of ServiceDesk Analysts responsible for delivering high quality, customer focused, professional service across all CITCO business divisions.
- Work with the Service Management Team to influence and implement a strategic direction for the ServiceDesk function in CITCO based on industry best practices.
- Implement and modify procedures and policies that support service delivery and where necessary, propose modification to facilities best practices.
- Manage the team daily operations, allocating duties and tasks - monitoring inbound channels to ensure we meet our KPI's.
- Plan and direct the daily operational activities for the Service Desk function through effective management and strong leadership
- Ensure the productivity levels meet customer service levels and quality standards.
- Act as a point of contact for escalations, complaints and contribute to service improvement programmes.
- Ensure staff are proficient in responsible areas so they deliver excellent service.
- Work as first point of contact between staff and technical teams to resolve all incidents, fulfil requests within SLA. Escalate items to management accordingly.
- Represent the ServiceDesk at operational meetings to ensure understanding and specific requirements for new services and projects that impact on service delivery.
- Co-ordinate appropriate responses to customer escalations, expedite and/or queries; guided by policy and invoke procedures to ensure necessary attention/resolution.
- Responsible for the analysis of service ticket reports in a timely fashion to support operational management of the function and drive continuous improvement. Also responsible for ad-hoc report generation on request.
- Assist with global scheduling and staff attendance and forecasting to ensure appropriate cover.
- Participate in the recruitment, knowledge transfer, performance review and career development processes.
- Conduct regular 1x1 Meetings with direct reports to check-in with staff and discuss performance.
- 2 - 3 years of troubleshooting experience with hardware or software customer services
- Substantial experience in IT Support and customer service to customers.
- Excellent communication and interpersonal skills - team collaboration
- Demonstrated analytical and problem management skills.
- Good broad technical understanding of hardware, software, applications, networks and communications technologies.
- Demonstrate understanding of the role of the Service Desk.
- Time management - be able to set priorities when handling multiple cases
- BSc/MSc Computer Science or relevant area.
- Demonstrated commitment to service delivery, customer support and training.
- ITIL Foundation Certificate.
- Experience in CA ITSM Products.
- Knowledge of the creation and maintenance of KB solutions.
- Ability to build relationships and work well across functions.
- Experience in a collaborative team environment.
- Willingness to work flexible hours
Your well being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.
We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect
Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.
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