Information Technology Jobs in Guernsey

Group Operations Manager

Job Ref: LF 20732
Posted: 2019-01-02
Leapfrog Jobs

Our client a well-established law firm, is seeking to recruit a Group Operations Manager for their Technology Team.


Guernsey, Channel Islands


Overseeing all IT Operations requests, incidents and problems.
Pro-actively managing the Service desk call queues to ensure appropriate service levels are delivered.
Continually improving and enhancing the team's IT Governance policies, processes and procedures to meet client security and audit requirements.
Managing and coordinating the major incident process, and all urgent and complicated support issues.
Providing support and assistance to any audit / security review activity and coordinating client RFI responses.
Acting as escalation point for all requests and incidents.
Developing mature phone and/or ticket escalation processes to ensure free flowing escalation and information within the team.
Developing a service catalogue for the Technology Team.
Determining root causes of issues and communicating appropriately to internal and external customers.
Training, coaching and mentoring Service Desk Analysts and Escalation Analysts to develop their careers.
Providing data and reporting of KPI’s and trends to the Head of Technology and the firm to meet ad-hoc, monthly / quarterly schedules as needed.
Overseeing knowledge base and self-help development and ensure top quality solutions are available to staff.
Developing Service Level Agreements to set expectations and measure performance.
Developing an effective framework for managing and improving customer IT support in the organisation.
Advising management, early on, of situations that may require additional support or escalation.
Managing the process for communicating system downtime/emergency activities to the firm.
Supporting the firm’s operational supplier relationships.
Managing the team’s procurement and holding approval/budgeting responsibility.
Facilitating the operational release of new systems and technology upgrades to the firm, in accordance with the change management policy.
Reviewing feedback to improve services, tools and support experience.
Ensuring all team administration is kept up to date.
Hold responsibility for the management and continual improvement of the 24/7 helpdesk service.
Contributing to the firm's IT Strategy development.
Be aware of cyber security risks that exist and escalate any events or concerns that are encountered.
Encouraging staff awareness of cyber security risks and of best practice guidelines.
Ensuring a security by design and privacy by design approach is implemented in all Operations team processes.
Managing and leading the firm’s Business Continuity Programme.

How To Apply

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