Company Description
IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.
Job Description
Our IT team partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients.
We strive to be a leading edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first class services. Tech Hub Shift Leaders ensure their shift delivers a quality, customer focused experience for end users.
They motivate their shift and lead by example, are customer centric and understand the link between delivering responsive, proactive support and customer satisfaction. The position requires a combination of strong troubleshooting, planning, communication and customer service skills and includes a mix of on-call tasks and day to day business as usual support.
As Tech Hub Shift Leader you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
Responsibilities
- Manage a shift of Tech Hub engineers
- Mentor/coach junior staff
- Ensure resource is allocated effectively to deliver workloads
- Create an engaging, open and collaborative culture within the team
- Oversee day to day operations to ensure shift runs smoothly
- Monitor and report on team performance
- Create a standard set of MI for your shift
- Produce ad-hoc reports as required for Board/Executive review etc
- Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver.
- Address issues with individual performance, putting plans in place to help colleagues reach their potential.
- Ensure team are following best practice processes
- Delegate tasks and set achievable deadlines
- Assist the Global Head of IT Service Delivery on strategic projects
- Take part in other ad-hoc projects as required
- Take the lead role during Major Incidents, moving from RED to GREEN.
- Document Major Incidents and follow through on root cause.
- Work with Business Partners to improve the service we deliver to the customer.
- Communicate experience and knowledge to other members of the Global IT function
- Provide on-call support when required
- Take the lead in developing good customer service initiatives
- Regularly review customer satisfaction surveys and focus on areas of concern
- Act as an escalation point.
- Undertake any other duties of a similar level and responsibility as may be required from time to time.
Qualifications
Experience
- Experience of managing a number of Service Desk Engineers
- Exposure to the ITIL best practice Framework (ITIL Foundation preferred)
- Previous experience in a technical role to assist with Incident Manager duties.
- Experience of delivering support in a large scale, diverse global environment.
- Experience of SACM solutions
- Experience of Knowledge Management solutions
- Experience with the end to end ITIL lifecycle
Skills
- Comfortable with the Office suite of products
- Able to produce technical proposals or project documentation
- Excellent customer facing skills
- Able to work in imperfect circumstances
- Strategic thinker, able to see the bigger picture and understand decisions and potential impact.
- Able to work in a high pressure environment and effectively deliver competing priorities
Additional Information
At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.
