IT Support Operations Manager* - #88389

The IT Support Operations Manager will provide leadership to IT Support analyst (Level 1 &2) who are responsible for the delivery of phone, chat, self-service channel services. The overall responsibility is ensuring that adequate resources, consistency, and quality are maintained and that service targets are met based on defined support operation policies, procedures, and service level agreements. Also, focusing on continuous service improvements through creation of knowledge base articles, training, communication, reporting of methods and metrics.

Aligned to a specific set of Technology Services within the Service Management & Governance group is responsible for the successful delivery of services in accordance with both the WTW standards and contractual agreements with partners, to meet business requirements and align to company and business segment strategies

Daily Activities:

• Responsible for ensuring the IT Support performance metrics are met or exceeded.
• Phone call effectiveness, first time fix, satisfaction survey, SLA’s
• Oversee assigned daily IT Support activities.
• Lead based on established level of service in terms of Customer Service and Technical competencies through robust processes and procedures.
• Ensure all tickets are maintained in appropriate work queue and completed based on established SLA’s.
• Responsible for facilitating and leading team meetings
• Provide training when requested or required across all IT Support operational teams.
• Ensure adequate staffing levels and the ability to adjust based on business volumes and demands.
• Creation, modification, and periodic review of Knowledge Base articles based on known errors or new services.
• Accountability for adherence to and review of the Problem Management process for IT Support operational teams
• Enhance and improve self-service tools to include Chat Bots and self-help videos that facilitates higher adoption.
• Ensure the effective delivery of VIP services for all designated colleagues by the Level 2 team.

Business Value:

• Consistent and quality service delivery of Level 1 and 2 technical support and request fulfillment
• Greater oversight, efficiency, and cost savings with the delivery of IT technical support for WTW colleagues globally.
• Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role

• Quality delivery of IT Support Operations incident and request fulfillment to the company while maintaining a thorough understanding and visibility of associated performance standards.
• Leads service improvement strategies for enhancing the delivery the operations and processes within the organization.
• Drive initiatives to improve operational effectiveness as measured by quality, resolution time reduction and customer satisfaction.
• Partner with internal IT functions to participate in and, where required, lead the design, decision making and delivery of services.
• Participate in the continuous monitoring, improvements, and reporting of service delivery performance.
• Conduct regular Service Reviews with key stakeholders.
• Act as the business escalation point for service issues or interruption.
• Assist with managing the completion of Root Cause Analysis activities and propose / implement process improvements to further enhance services performed by the vendor.
• Collaboration with various Technology and Service Governance teams to ensure that Global Service Management principles are effectively delivered in accordance with business expectations.
• Continued awareness of the IT landscape and market for solution insights, direction, vendors, and methodologies to enhance service offerings

The Requirements

• At least 3-years proven experience managing IT Support analyst level 1 or 2.
• Knowledge of relevant IT service management practices and frameworks such as ITIL, Six Sigma.
• Working knowledge of supplementary ITSM practices including problem management, change management, and asset and configuration management
• Degree in Management, Leadership or Certification in team leading is a plus
• Experience of administration / ownership of IT Support tools and technology, such as Contact Centre, ITSM, remote access, knowledge resources.
• Excellent verbal and written communication, leadership, and presentation skills
• Astute Analytical skills and Team-building and mentoring ability
• Experience of collaborating with colleagues at a senior level to achieve a goal
• In-depth knowledge of IT Support performance metrics or ticketing tool such as ServiceNow or other ITSM solution
• Good PC skills, especially MS Office 365 (Excel, Word, PowerPoint)
• Proven technical trouble shooting and diagnostic skills.
• Must have significant experience working with offshore teams and external partners. Critical to understand cultural differences and how to be successful.
• Ability to influence, network and collaborate with IT teams.
• Ability to drive and deliver standard Service KPI’s
• Proven technical trouble shooting and diagnostic skills.
• Ability to quickly react to dynamic service delivery requirements
• Decision-making, Organizational and time-management skills

Willis Towers Watson is an equal opportunity employer