Doyou see yourself as a dedicated team leader? We're looking to invest in aService Desk Manager to mentor and guide the team. As part of ahigh-functioning and forward-thinking IT function, your ideas and skill setwill be very welcome. Youare here to essentially take care of the Teams' performance and be a point ofreference for some technical issues when needed. You are the interface betweenthe team, our senior IT leaders and the rest of our business. YourRole:You ensure andmaximise customer happiness by working in partnership with our businessareas to deliver high quality IT services in a professional and efficientmanner.You support,develop and mentor your Team Leader and First Line Analyst population.You're tasked with encouraging a high level of productivity in day to dayoperations.It's down to youtalk the team through their clear business objectives, making sure you'reon hand to answer any questions that arise. You motivate the team toachieve the agreed SLA targets for Response, Incident and RequestManagement.Creative andalways striving for better, you're responsible for Service ImprovementPlans. What are we doing now that we could do better tomorrow? YourSkills, Experience & Technical Knowledge:Educated to degreelevel or equivalent and an ITIL v3 certification is highly desireable. Working knowledgeof industry-standard Incident Management tools, such as BMC Remedy andServiceNow. We will also need your help with Microsoft Office Suite ofapplications, particularly Excel.Highly analytical,you are comfortable manipulating raw data in Microsoft Excel to produce MIand trending by using pivot tables and other Excel functions. Demonstrableability to keep an engaged and dynamic team functioning at the highest levels.Experience of leading and managing a customer service function within amedium to large sized organisation, preferably in the Service Desk arena.Providing superbcustomer service, remembering your customer is at the centre of youractions and building effective relationships is critical here. Highly organisedand able to prioritise multiple tasks at hand, a real Problem Solver withproven troubleshooting skills. You're a confident communicator at alllevels. You're eligible towork in the UK and are happy to undertake and pass a basic financial andsecurity check. What we offer you:We wantGallagher to be theorganisation that allour people are proud to be a part of and where everyone can call themselves oneof ourteam. Where our culture is embracing of difference, where you can be thebest you can be and, perhaps most importantly, you can be you.We are alldifferent in some way. If we were all the same, and all thought the same, wewould be vulnerable as a group. By welcoming and encouraging diverseopinions and backgrounds within ourorganisation, we will have a healthier, more innovative andultimately more profitable business.Ifthis sounds like somewhere you'd like to join, please get in touch. If yourequire flexibility for a role you are applying for, why not give us a call tochat through the options?About Us:Gallagheris a global leader in insurance, risk management and consulting services.We help businesses grow, communities thrive and people prosper. Welive a culture defined by The Gallagher Way, our set of shared values andguiding tenets. A culture driven by our people, over 30,000 strong, serving ourclients with customised solutions that will protect them and fueltheir futures.Ouremploying entity, Arthur J. Gallagher Services (UK) Limited, is proud to beaccredited as a Living Wage employer with the Living Wage Foundation. Gallagher is committed to diversity ofopportunity for all and is opposed to any form of less favourable treatment onthe grounds of gender or gender identity, marital status, civil partnershipstatus, parental status, race, ethnicity, colour, nationality, disability,sexual orientation, religion/ belief, age and those with caringresponsibilities.