EMEA Service Desk Manager

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Description

Do you want to work to make Power for Good?

We're the world's largest independent renewable energy company. We're guided by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.

RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.

Our competitive package offers a wide range of benefits and rewards.

The position

The EMEA Service Desk Manager is a critical leadership role responsible for managing the day-to-day operations of the EMEA service desk team to ensure seamless and effective IT service delivery within the EMEA region. Reporting to the Global Service Desk Manager and working closely with regional and global peers, this role is accountable for delivering high-quality technical support, enhancing customer satisfaction, and continuously improving service desk processes in alignment with global ITSM standards. The EMEA Service Desk Manager will oversee incident and request management, manage team performance, and work collaboratively with other regional service desks to ensure standardized practices and a consistent user experience across regions. Additionally, this role requires a proactive approach to meeting the unique needs of regional users, managing local challenges, and supporting the broader goals of the global service desk organization.

This role is ideal for an experienced service desk leader with a strong background in ITIL processes and a demonstrated ability to drive service excellence in a regional or global setting. The EMEA Service Desk Manager will be instrumental in fostering a high-performing team that supports the evolving needs of the business and enhances the user experience across Europe.

Accountabilities

• Team Leadership and Development: Lead, mentor, and motivate a team of local level 1 and 2 service desk analysts, fostering a collaborative and customer-centric culture. Ensure each team member is aligned with global service standards and has clear development goals to enhance their technical and customer service skills.
• Service Operations Oversight: Supervise the handling of regional support requests, incidents, and inquiries, ensuring prompt resolution and adherence to service level agreements (SLAs). Escalate complex or high-impact issues as needed to ensure continuity of service.
• Regional Process Optimisation: Continuously evaluate and enhance regional service desk processes, tailoring global best practices to fit local needs. Work with the Global Service Desk Manager and regional counterparts to implement improvements that boost efficiency and user satisfaction.
• Performance Management and Reporting: Track, analyse, and report on service desk metrics and KPIs within the region. Identify trends and areas for improvement, and generate insights to support data-driven decisions on service quality and efficiency.
• User Relationship Management: Act as a key point of contact for regional user feedback and concerns. Proactively gather input from users, address issues, and implement strategies to enhance the overall user experience.
• Training and Knowledge Sharing: Ensure regional service desk staff have access to relevant training and development resources. Oversee the creation, maintenance, and use of knowledge base articles to support self-service and troubleshooting.
• ServiceNow Utilization: Use the ServiceNow platform for task tracking, reporting, and process flow management. Leverage its features to streamline workflows and improve team efficiency.

Additional Responsibilities

• Collaboration with Regional IT Teams: Partner with regional IT teams to resolve cross-functional issues and contribute to broader IT initiatives, including regional rollouts of new systems or tools.
• Regional Project Support: Support global service desk and IT projects within the region, ensuring smooth transitions of new services into day-to-day operations. Collaborate with global peers to align on project objectives and outcomes.
• Escalation Management: Act as the primary escalation point within the region for complex or unresolved issues, ensuring a timely and effective response to incidents impacting regional users.
• On-call Support: Participate in an on-call rotation per IT policy, handling escalations and ensuring service continuity outside regular business hours when necessary.

Leadership

• Culture Building: Foster a regional workplace culture that emphasizes service excellence, team collaboration, and continuous improvement. Create opportunities for team members to grow professionally and take on new challenges.
• Hiring and Performance Management: Manage direct reports within the region, participate in the hiring and selection process, and conduct regular performance reviews and discussions on personal development.
• Guidance and Support: Act as a leader and subject matter expert, providing guidance, support, and constructive feedback to team members to help them develop their responsibilities and career potential.

Knowledge, Skills & Abilities

• Proven Experience: Demonstrated experience in IT service desk or technical support roles with increasing responsibility, ideally in a regional or multi-site context.
• IT Service Management Knowledge: Familiarity with IT service management frameworks (eg ITIL) and best practices, with a focus on adapting these frameworks to meet regional needs.
• People Management Skills: Strong leadership and interpersonal skills, with a proven ability to inspire, mentor, and develop a high-performing team.
• Technical Expertise: Solid understanding of IT infrastructure, systems, and technologies commonly used in business environments. Proficiency with IT service desk tools, including ServiceNow, cloud technologies (Azure preferred), Windows, Exchange, and remote connection solutions.
• Problem-Solving Ability: Excellent problem-solving and decision-making skills, with a focus on providing outstanding customer service and optimizing team performance.
• Effective Communication: Strong communication and relationship-building skills to interact effectively with regional users, team members, and stakeholders across various levels of the organization.

Experience & Qualifications

• Experience with operating and leading global service desk environments.
• Experience building and leading ITIL managed corporate environments.
• Bachelor's Degree or equivalent in related field.
• Senior technical operational experience within medium to large company environments.
• Proven track record of successful operations leadership.
• Demonstrable experience of positively engaging with key stakeholders at senior level.
• Strong strategic and operational problem-solving skills.
• Experience of driving continuous improvement strategies to successful completion.

At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients.