Service Desk Support Lead

London, United Kingdom
Technology – Systems
Full-Time
Technology. Award-winning customer service. Bleeding-edge data ability.

Simply Business is a new type of insurance company, using all of the above  to create the best possible insurance experience for small businesses and self-employed people.

We love working here, and have even taken the number one spot in the  Sunday Times Best Company To Work For 2015 and 16 lists; we’ve stopped entering now to focus on a few bigger projects, but you get the idea.
It’s a great place towork.

There are currently over 500,000 active Simply Business insurance policies in the UK alone. And we have offices in London, Northampton and Boston,USA.

Talking of offices, ours are bright, airy and geared up for really smart  working. We’re flexible, with plenty of remote workers coming in and out,  and we believe work and life should be hand in hand, rather than a juggling  act. So no need to worry about school pick-ups, or a horrible commute.

Our people are our most important asset, so we focus on building a working  life that helps us thrive, not stick. Join us and you’ll be part of our journey  to creating something even better, for our customers and ourselves.

We need a Service Desk Support Lead to join us in London.

As a team we are responsible for…

- Providing simple, intuitive, and hassle-free IT support to employees
- Supporting our internal users and driving technology change and enhancements throughout the organisation
- Creating, maintaining and enhancing self-service IT that empowers our users

As a Service Desk Support Lead you will:

    • Support, lead and mentor junior team members
    • Create amazingly useful and intuitive solutions, in a collaborative way, which drive self-service
    • Implement new systems and processes that combine the best of Agile and ITIL to allow the business and teams to flow as opposed to being cumbersome and restrictive
    • Perform trend analysis to understand ways to improve systems and service
    • Build and maintain a knowledge base for both end users and the Service Desk/Support team
    • Set and manage KPIs and communicate these clearly and effectively to a broader audience
    • Create and own the support team processes and systems
    • Be technically hands-on and have great attention to detail

Responsibilities include:

    • Working collaboratively with support/service desk engineers to support end users and to continue to build a self-organising support team
    • Working with the BizOps Lead to implement the service desk and technology vision that supports the growth of the company
    • Providing a clear focus to ensure that the work done is of high value and executed to the best possible standard
    • Providing guidance and mentoring to the Service desk and Support teams
    • Managing the onboarding and leaver process, technology refreshes and asset management
    • Working with the security team to ensure user technology implemented is in line with the company's security standards and best practices

What we are looking for:

    • A technical mindset, ideally with automation or scripting experience
    • Experience leading a helpdesk/service desk team
    • Hands-on 1st and 2nd line support
    • Ability to create and drive the adoption of self service tools and portals
    • Knowledge of cloud/SaaS technology adoption and practices such as Google Apps, Zoom, JumpCloud, Egnyte and other SaaS based products
    • Windows/OSX configuration and troubleshooting
    • The ability to work with business teams and stakeholders (including managing expectations and being clear about priorities)
    • Someone who really cares about doing things right
We want to meet you
At Simply Business, we pride ourselves on having a diverse workforce. Unfortunately, research has shown that some candidates, particularly women and people from other underrepresented groups, are put off applying for a job if they don’t fit every single one of the criteria.

But hiring at Simply Business isn’t a box ticking exercise – we’re much more interested in meeting people who’re excited to work with us. So if this job appeals to you and you think you’d be a good fit, send us your CV. With any luck we’ll be seeing you at interview soon.

What are the benefits?

There’s all the serious (but important) stuff we call ‘core benefits’. On top of that, you can pick and choose from the more exciting options we offer – whether it’s a full gym membership or gym subsidy, comprehensive private health cover, extra holiday, or a National Trust pass. 

The ‘core’ stuff
Some of these will kick in once you’re confirmed in post, but here’s the summary:
• a salary that reflects your experience, our pay policy and the market we’re in from your first day, generous annual leave
• life assurance (financial cover for your family, should the worst happen)
• a cash plan to reimburse your everyday medical expenses
• an extra day off if you get married or move house
• an automatic enrollment pension (employer-matched at 5%) 

The fun stuff
Passed probation? Time to pick and mix from things like:
• a full gym membership
• private medical insurance
• extra days annual leave
• shopping vouchers
• dental insurance
• travel insurance

But there’s so much more to Simply Business than insurance and memberships. We also commit to flexible working options, smart working (our offices are kitted out for you to work when and how you choose), cycle to work, eye test vouchers, and season ticket loan schemes, and we have a handy online form to put in any training or conference requests.

Best of all, though, are the groups, clubs, and adventures that come with the Simply Business territory. Forget a simple Give As You Earn scheme (although we’ve got that too) – we trek the Sahara for charity, take you on weekends away, throw epic summer parties, and meet up for book groups, public speaking coaching, yoga, manicures, beer brewing, and lots, lots more.

Our values

Everything we do comes down to these five values – empowerment, authenticity, simplicity, learning and pioneering.

In practice, these will mean something unique to every  person at Simply Business, but if you’re considering working here, give them some thought. They’re at the heart of our story.

Empowerment
We believe in our people and the positive impact they can have so we enable everyone to stretchthemselves

Authenticity
We celebrate diversity, avoid jargon and genuinely care about helping small businesses thrive

Simplicity
We attempt to simplify complex solutions to save our customerstime andeffort

Learning
We’re never done learning about new possibilities and act to explore them

Pioneering
We’re obsessed with finding new ways to create even better  experiences