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Landmark Information Group
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Reading, Berkshire
Service Desk Supervisor
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Job Type: Full-time |
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Overview
What it's like to work at Landmark: We're a friendly, dynamic and supportive team. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged. We actively promote involvement in the development and direction of our products and services, as well as finding more efficient ways to work. We also love a good work social and team building events. As well as this we offer: 25 days’ holiday, with optional 5 days unpaid leave per year. Flexible working. Free parking. Free fruit, biscuits, tea and coffee. Annual lifestyle allowance of £300 to put towards an activity of your choice. Cycle to Work scheme and Gym Flex scheme. Internal coaching/mentoring system throughout your time here. Focus on training and career progression. Competitive salary. The Opportunity At Landmark our customers come first, and we believe the efficiency of our business is only as strong as the people who play a vital role in maintaining it. Central to that is our service desk and the people who ensure our customers are kept happy even when those niggling technical issues do happen. We are currently seeking an inspiring Service Desk Supervisor to lead our team and to share their drive, passion and creativity that helps keep Landmark at the cutting edge of technology. This role combines both a technical and operational requirement, assisting the Landmark Valuation Services (LVS) Service Operations Manager in the daily operation and improvement of the LVS Service Desk function across all tiers - reviewing and analysing team performance standards and working processes. There is also a requirement to engage with internal and external stakeholders to resolve incident related queries and to provide major incident management. This role provides succession planning options for the LVS Service Operations Manager and provides a service management pathway within the LVS operational support structure. This role will be mentored by the LVS Service Operations Manager and will synergise with the Landmark Leadership Development Programme. Main Tasks to include: Be a LVS ambassador at every contact with external customers and internal teams alike - focussing on the customer experience; delivering world class service at all times. Producing key operational metrics and reports on a weekly and monthly basis, ensuring team efficiency and effectiveness is optimised, and targets are achieved. Identifying areas of ongoing product and service improvement, staff training requirements and incident management performance. Maintaining motivation and focus within a highly technical team, training and mentoring the team and wider department on operational processes and procedures for effective incident resolution and problem management. Leading by example at all times. Being responsible for on-boarding process of new staff, aligned with continual improvement principles, and conducting probationary reviews with the LVS Service Operations Manager. Keeping departmental documentation up-to-date and, where required, assist in the provision of training and support to other colleagues. Conducting periodic skills gap analysis with 1st Line, 2nd Line and LVS DevOps resolvers, helping to identify and plan delivery of required training through all tiers. Deputising for, and providing backfill cover, for LVS Service Operations Manager during planned absences. About You Technical Ability to analyse problems and determine appropriate solutions In depth experience in technical support, varying hardware and software platforms Ability to understand user requirements and translate into technical solutions Ability to produce and analyse KPI data Excel and Power BI skills Varied Windows admin skills Experience of ITSM tool administration Personal An effective communicator who can adapt their style to different situations and to different levels of seniority Staff Supervisory experience preferred Attention to detail and quality A proactive problem solver About Us Landmark Information Group is a portfolio of leading property-related data and technology businesses at the forefront of innovation and thought leadership, delivering award-winning solutions. Clients are served through market leading applications and services that connect businesses, government departments and consumers together - reducing risk, creating transparency and saving both time and money for all parties. As the UK’s largest custodian of land, property and environmental data in the UK, using a combination of AI, machine learning and domain experts to provide marketing leading and trusted interpretation. Our data, backed by technology innovation and entrepreneurialism, make Landmark uniquely placed to lead the next wave of digital transformation in the markets we are passionate about.