IT Operations Lead

The IT Operations Lead (OL) at Dr Logic is a dynamic leader responsible for the seamless operation of the service desk at our client, Convex Insurance. In this role, the OL ensures exemplary customer service and maintains high operational efficiency. Tasked with direct reporting to the Managing Director, the OL's primary focus is on managing daily service desk activities, resolving issues effectively, and upholding stringent service level agreements (SLAs). The role is a blend of operational management and team leadership, with a strong emphasis on process optimisation and customer satisfaction.

The OL is integral in fostering a culture of continuous improvement, mentoring the operations team, and developing their skills to meet the evolving demands of IT support. This role is vital in bridging communication between the service desk and customers, managing expectations, and elevating the standard of IT support.

The role is fully office based, working onsite at Convex Insurance (City of London).

Goal

The overarching goal of the OL is to drive the service desk towards operational excellence and superior customer service. The OL is charged with enhancing the efficiency of the service desk operations, ensuring the team is well-equipped and motivated to tackle both current and emerging IT challenges.

The OL plays a crucial role in strategic planning, aligning the service desk's objectives with the organisation's broader goals. This includes innovating service delivery methods, managing key vendor relationships, and aligning budgets and resources for optimal service provision. The OL's contribution is critical in ensuring that the service desk meets performance expectations, thereby supporting the organisation's overall success and maintaining continuous IT service reliability.

Duties and Responsibilities

Service Desk

● Ensure the Service Desk is the primary point of contact for client interactions, ensuring effective representation of the company

● Lead and manage the operations team, fostering a culture of excellent customer service

● Oversee day-to-day operations, including triage, queue management (L1 and L2), and ticket dispatch

● Implement and adhere to IT Service Management best practices (e.g., ITIL, IT4IT), managing the service catalogue and ensuring consistent, high-quality service delivery

● Develop and refine processes for efficient service, including on/offboarding, asset management, and knowledge management systems.

● Monitor performance metrics and service level agreements (SLAs) to identify and enact continuous improvement strategies.

● Plan and coordinate out-of-hours support to ensure comprehensive service coverage

● Conduct regular strategy reviews and team meetings to address ongoing issues and adapt to evolving business needs

● Manage team capacity, budget, and external vendor relationships effectively ● Respond to IT emergencies and crises, maintaining business continuity

Continuous Improvement

● Lead the testing and implementation of new internal applications and operational processes to enhance service desk efficiency

● Proactively seek and implement strategies to elevate user support, addressing client needs and concerns effectively

● Ensure the service desk is equipped with the appropriate, up-to-date tools and technologies, optimising their use for peak operational performance ● Stay informed about the latest IT technologies and industry trends, integrating relevant advancements into service desk operations

● Establish a robust feedback mechanism between the operations and project teams, facilitating a culture of continual service enhancement

● Perform reviews of IT industry developments and best practices, ensuring the service desk remains at the forefront of technological and procedural advancements.

● Collaborate with cross-functional teams to streamline interdepartmental processes and improve overall service delivery

● Develop and maintain a knowledge base of best practices, lessons learned, and innovative solutions to enhance team capability and service quality

LMA (Lead Manage Accountability)

● Regularly conduct one-on-one meetings with IT operations team members to discuss performance, address concerns, and provide targeted guidance ● Act as a mentor to the team, nurturing their professional growth and fostering a strong sense of team cohesion and long-term working relationships ● Oversee comprehensive performance evaluations for IT operations engineers, identifying areas for development and recognising achievements

● Continuously assess and enhance employee satisfaction through active listening, responsive coaching, and effective problem-solving

● Encourage and facilitate continuous learning and upskilling within the team

● Develop and implement individualised career progression plans for team members, tailored to align with both their personal aspirations and professional objectives

HR and Team Development

● Lead the recruitment process, staff induction, and comprehensive training programs to build a skilled and efficient team

● Clearly define and regularly review roles and responsibilities within the team to ensure clarity and focus

● Cultivate a positive, collaborative work environment that promotes a culture of high performance and mutual respect

● Actively collect and implement team feedback to improve processes and work conditions

● Champion team collaboration and knowledge sharing, fostering an atmosphere of continuous learning and problem-solving

● Address and resolve conflicts within the team and in client interactions, maintaining a harmonious and productive work environment

● Oversee professional development initiatives, including regular internal and external training to enhance team competencies

● Conduct skill gap analyses and implement targeted training or cross-training to ensure a versatile and adaptable team

● Organise regular team-building activities to boost morale, enhance cohesion, and reinforce a supportive team dynamic

● Manage daily HR responsibilities, including stress management and overtime planning, to ensure a healthy work-life balance for the team

Account Management

● Proactively maintain and enhance long-term client relationship, ensuring ongoing satisfaction and partnership growth

● Conduct Monthly Service Reviews, providing comprehensive updates on service level agreements (SLAs), team performance, and notable achievements ● Efficiently manage client feedback, including compliments and complaints, ensuring responsive and constructive handling of all client interactions ● Develop client reports and dashboards to provide transparent and regular updates on service metrics and value delivery

Skills and Experience

● Advanced proficiency in IT Service Management, with a deep understanding of best practices like ITIL and IT4IT

● Strong leadership skills in people management, including team building, motivation, and fostering a high-performance culture

● Strategic acumen in setting direction and developing actionable plans that align with organisational goals

● Exceptional communication skills, adept at influencing and persuading various stakeholders effectively

● Proven track record in driving continual service improvement programs, demonstrating measurable enhancements in service delivery.

● Experienced in mentoring and coaching, with a focus on professional development and skill enhancement

● Inspirational leadership, capable of leading by example and setting a positive tone for the team

● Superior time management abilities, coupled with a capacity for effective delegation and workload balancing

● Skilled in planning and prioritisation, ensuring efficient workflow and timely completion of objectives

● Analytical mindset, capable of dissecting complex issues and devising data-driven solutions

● Proficiency in conflict resolution and negotiation, adept at navigating challenging situations and maintaining harmonious team dynamics

● Technological savvy, with a keen understanding of current and emerging IT technologies and their application in improving service efficiency

● Capacity for critical thinking and decision-making under pressure, maintaining clarity and focus in fast-paced environments

● Financial acumen, including budget management and cost optimisation, ensuring effective resource utilisation

Personal Qualities

● Resilience and composure under pressure, adept at maintaining focus and efficiency in high-stress situations

● A strong commitment to quality, consistently striving for excellence in all aspects of service delivery

● Customer-centric approach, prioritising client satisfaction and building strong, lasting relationships

● An effective team player and leader, skilled in fostering collaboration and driving ● team success

● Independence in work, capable of managing responsibilities and making informed decisions autonomously

● Practical judgement and initiative, able to anticipate needs and proactively address challenges

● Approachable and friendly demeanour, cultivating a positive and inclusive workplace atmosphere

● Exceptional attention to detail, ensuring accuracy and thoroughness in all tasks and projects

● Ambitious, with a clear desire for career advancement and continuous personal and professional development

● Adaptability, capable of adjusting to changing priorities and embracing new challenges

● Strong ethical standards and integrity, upholding company values and fostering trust

● Innovative mindset, continuously seeking opportunities for improvement and creative problem-solving

● Strong emotional intelligence, adept at understanding and managing one’s own emotions and empathetically interacting with others