Marsh & McLennan IT Service Desk Supervisor in Milton Keynes, United Kingdom

An exciting opportunity has arisen for an IT Service Desk Supervisor to provide management to a team of IT Service Desk Analysts within the Distributed Operations Department of Marsh & McLennan Companies Corporate in Milton Keynes. Position Overview The IT Service Desk Supervisor role at Marsh & McLennan Companies affects colleagues of all levels, in all of our companies, in every region of the world. Being the escalation point of contact on any technology-related process, application or device, you will be responsible for managing a team that is tasked with providing first-level technical phone support by diagnosing, reporting and resolving or correcting hardware and software problems. The team you will manage provides pivotal support in all aspects of the Installing, maintaining and troubleshooting of hardware and software according to company standards – reconfiguring existing systems or performing system upgrades as required. Key Responsibilities Manage a team of Service Desk Analysts. Prioritizes workloads and conflicting demands as well as schedules to assure coverage. Provides ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counselling is required. Monitors trends in individual and team performance (daily, weekly, monthly). Ensures that the individual and team responsibilities are performed in a timely, consistent, responsive manner. Verifies the quality, accuracy and timeliness of responses and actions taken by Analysts. Identifies training requirements for team and works with the Regional Service Desk Manager to develop and maintain individual training plans for team members. Identifies issues and makes recommendations that will improve our procedures and collaboration with other teams. Provides troubleshooting and referral assistance. Skills and Experience This position will require the successful individual to manage a team that provides technical support to users based in our European, Middle-Eastern and African territories, therefore the shift pattern will be between Monday – Friday, between 7am and 5.30pm. Bachelor’s degree in computer science or equivalent is desired Experience of working within a similar capacity for a Service Desk / Call Centre. Technical Troubleshooting experience. Familiar with a variety of the field’s concepts, practices, and procedures Must have excellent verbal and written communication skills Marsh & McLennan Companies (MMC) is a global network of experts in risk, strategy and people. With roots dating back to 1871, MMC’s businesses have been helping clients prosper amid changing times, from the Industrial Revolution to the digital age. Our strength is our expertise and the relationships we build – powerful industry insight and total commitment to our clients and the communities we serve across the UK. And our purpose is simple: helping businesses and individuals thrive through understanding. MMC offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. R048284-en R048284