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IT Services Desk Manager

Сфера деятельности: Information Systems

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: UK - England - London, Hammersmith

Страна: United Kingdom

The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 32 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men around the world. We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L’Oréal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005.  Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L’Oréal.


Based in our Hammersmith head-office, you will be a key member of our fast paced L’Oreal UK & Ireland IT team, responsible for supporting our business with all their IT Service needs. 


YOU WILL...


• Lead  and develop the IT Service Desk to deliver an outstanding level of customer service to all 1,500 computer-users in the UK and Ireland, across 6 locations.
• Role model and drive a customer centric vision within the team
• Provide coaching & on-site training to the team
• Enable the business with IT support for key business events
• Provide on-site support for office-staff, remote support for field and ‘agile’ workers 
• Provide 3rd line technical support for IT Service Desk team, and other IT functions
• Be the go to person for VIP technical support for our business leaders.

• Lead the continuous improvement strategy within the department by identifying the root cause of issues, analysing them and then working collaboratively with the team to implement changes. 
• Manage the planning and delivery of local projects from start to finish as well as contributing and supporting Global IT projects as / when required.
• Take the lead on clear communication of key changes to the business and ensuring relevant support is provided to upskill the business on these changes.
• Responsible for the stakeholder management as well as clear and timely communication of IT incidents to the business.
• Lead on the management desktop services ensuring appropriate control systems and procedures are in place for:
• Asset Management of Workstations / Mobile Devices / Tablet Computing
• Software license management
• Procuring new equipment
• Computer Imaging using the L’Oreal Group “Golden Image”
• Managing roll-outs & upgrades
• Operating System and Application maintenance, support and patching
• Manage incidents and service requests via our ServiceNow ITSM tool
• New Starter process
• Troubleshooting
• Implementing Policies & Procedures
• Implementing LOREAL Group policies when required
• Providing support to new-starters through IT inductions
• Adapt and adopt ITIL V3 principles to the LOREAL culture


YOU ARE...


Customer Centric : As IT Services Manager, great customer service and outstanding employee experience are at the heart of what you believe in and in everything you do.  You put yourself in your customers’ shoes and treat them as you would like to be treated, especially when they are having a “bad tech day”.

Dynamic : You thrive in a busy and dynamic environment, serving a diverse audience of more than 1500 staff in two markets, 6 office/warehouse location and in the field/retail.

Innovative : You are passionate about IT innovation and the value that the IT Services function provides to our business.

Expert : You are technically minded but when you speak to your customers, you do so in language they will understand. You explain and show, driving user adoption and value, not just deployment.

Great Attitude : You are a positive person with a “can-do” spirit, who smiles in the face of challenge and see simplicity in a complex world.

Organized : You are highly structured, focused upon efficiency / continual improvement, equally at home working operationally and on delivering projects.

Leader : You inspire your staff, foster a team identity/spirit and lead them to continued success.

Collaborative : You collaborate with the other IT teams to give a seamless service to our internal customers

Communicator : You are approachable and a great communicator, comfortable working with people at all levels within our organization. 

Connected : You build your people network so that your business customers know you personally and see you as one of their key go-to people.

Putting it simply - You are the face of IT.


YOU HAVE...


Alongside experience in a similar role, you should ideally be confident in demonstrating:

• Degree qualification, or equivalent in Computer Science
• ITIL V3 Foundation Certified
• Strong skills in Microsoft Windows platforms (Windows 7, Windows 8.1, Windows 10)
• Strong knowledge of Microsoft Office products (Office2016, Office365, One-Drive etc
• A good working-knowledge of Microsoft’s Active Directory and Exchange principles
• Strong skills in an ITSM platform for Incident / Asset Management and Service Requests
• Familiarity with the ServiceNow ITSM application advantageous
• Mobile Device Management Concepts
• Familiarity of AirWatch’s MDM Solution advantageous
• Project Management skills
• Vendor Management
• People Management
• Excellent written and verbal communications

• Ability to translate technical issues into business-language, at various levels