Job Description

AMBITIOUS?
BRIGHT?
RIGHT?

GAM is one of the world\xe2\x80\x99s leading independent asset managers. We provide differentiated active investment solutions and products for institutions, financial intermediaries and private investors.

Together we share a common set of values rooted in teamwork, integrity, entrepreneurial flair and professional excellence.

Our employees are our most valuable asset. Being able to offer an attractive work environment where talented minds from various backgrounds are keen to work is key to the long-term success of our company. We firmly believe in the importance of maintaining the open culture of a small company, aiming to avoid bureaucracy and encouraging a flexible, accessible and hands-on working style across the Group. In turn, our people reward us with their loyalty.

Function: Information Technology

Department: IT - Infrastructure & Operations

Purpose
This particular role will focus on the leading and managing the Global IT Service Desk, and ensuring that the team provide a high quality IT support service to the business following ITIL framework. They are responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. Maintaining and developing service delivery reporting is also a key aspect of the role.

Main Duties & Responsibilities

• 
  Allocating and managing team resources effectively to include, recruitment, training and competence, delegation, supervision and motivation of staff; specifically:

• Coordination of the Service Desk, providing clear direction to the

team, to ensure business users can always receive the help they need in a fast and efficient manner.

• Oversight and management of the team\xe2\x80\x99s workload and time (includ

ing queue management), to maximise efficiency and ensure that
team deadlines and targets are met.

• Mentor and develop new Service Desk staff through on-going train

ing and 1-1 coaching. Provide specialist advice and guidance; facili
tate knowledge sharing and expertise within the department and
across the group.

• Conduct regular (monthly) 1-1 meetings, team meetings, and man

age the PMM process for the Service Desk team.

• Schedule shift cover for the Service Desk to ensure that sufficient

cover is in place.

• Maintain Service Desk support documentation and ensure proce

dures are reviewed and updated periodically.

• 
  Ensure the smooth operation and SLA compliance of the managed support services that we offer to our regional offices, by managing and supervising them.
• 
  Take responsibility for business communication in relation to IT maintenance, Incidents and upgrade work. When necessary liaise with other IT teams, and translate technical jargon into a concise message which is understandable to all business users.
• 
  Escalate where appropriate - e.g. major Incident, VIP user issues, security concerns, and client presentation issues. Assist and manage in the incident management & reporting process, and deputise to the management as and when required.
• 
  Take responsibility for Service Delivery reporting, and expand current offering to include, monthly service report including KPI\xe2\x80\x99s, service desk analyst performance reports, and Weekly queue reports.
• 
  Participate in a wide variety of IT projects including Onboarding and supporting new business services and provide the necessary resources to ensure successful implementations.
• 
  Ensure that audit requests are responded to promptly and professionally, and sufficient information is supplied to auditors when requested.
• 
  Cover service desk support duties during peak periods.
• 
  Liaison with 3rd party vendors including managing their services i.e SLA\xe2\x80\x99s, service requests and incidents.
• 
  Review and approval/budgeting responsibility.
• 
  Manage IT stock i.e Headsets, headphones and mobile phone accessories and liaison with IT purchasing to order and approve IT purchases.
• 
  Oversee and maintain Service Now governance, requirements and enhancements.

Qualifications & Experience

• 
  Extensive hands on 1st, 2nd and 3rd line support experience
• 
  Experience of leading and managing support teams
• 
  ITIL Foundation level qualified
• 
  Extensive knowledge of Microsoft systems including SCCM, Intune, Windows 10, Office 365 and general networking concepts.

Personal Attributes

• 
  Leadership capabilities, someone who leads by example
• 
  Forward thinking and innovative; a champion of change
• 
  Methodical, logical and a clear thinker
• 
  A driven individual who is willing to accept responsibility and accountability. A \xe2\x80\x9cCan do\xe2\x80\x9d attitude
• 
  A willingness to \xe2\x80\x9cpartner\xe2\x80\x9d with business users.
• 
  Works well with those of varying backgrounds and approaches, collaborating with and learning from others.
• 
  Responsibly and independently manages work load and progress reporting.
• 
  Strong Interpersonal skills. The individual should be an effective communicator and motivator to his/her team.
• 
  Ability to work under pressure situations with tight delivery timescales.

Please note that evening and weekend work may be required to support business requirements.

Benefits
GAM offers a comprehensive range of benefits and performance-based compensation, along with a variety of lifestyle and family benefits to promote well-being in and out of the workplace. These benefits vary according to local market conditions. Please contact the local Human Resources team for further details.

Employing Company/ies: GAM (UK) Limited

Reporting to: Head of IT Operations and Service Delivery

Contract: Permanent