Addison Global Limited

  • Service Desk Manager

    Job Locations GI-Gibraltar
    Job ID
    2018-1047
    Category
    Technology
    Type
    Permanent Full-Time
  • Overview

    Addison Global Limited is a new company based in sunny Gibraltar building a truly mobile betting and gaming experience.

     

     Role Overview                                   

    At the heart of all the Addison action, supporting the running of this fast growing business and exploring new and exciting technologies across web and mobile to help us transform the industry.

    Reporting into the CTO, the Service Desk Manager will be responsible for the definition, set up, recruitment and ongoing management of the Addison Service Desk. 

    Covering all 1st, 2nd and 3rd level technical support across inhouse IT, outsourced platform providers and our Development teams.   

    Design and delivery of a 24/7 major incident management process, problem management and on call support for business wide service issues

    Responsibilities

    What you’ll do

    • Responsible for the definition and set up of all aspects of the Addison Global Service Operations function, including 1st, 2nd and 3rd level technical support
    • Design and delivery of a 24/7 major incident management process, problem management and on call support for business wide service failure
    • Responsible for team management and people development
    • Overall accountability for the support service, ensuring support is delivered in accordance with agreed SLA’s
    • Managing the support lifecycle, driving the efficiency and effectiveness of the support process
    • Responsible for IT Service Management processes, Operational Level Agreements and that Underpinning Contracts are appropriate for the agreed service level targets
    • Definition and delivery of SLA's and OLA's with both internal parties and external suppliers.
    • Production of short, medium and long term strategic plans for Service Operations department
    • Responsible for driving root cause analysis for major problems

    Qualifications

    Who you are

    • Willingness to delve into all areas of IT support
    • Linux and Windows administration skills
    • Experience with data cabling/computer facilities maintenance
    • Bachelor degree in Computer science or IT related field
    • Experience with monitoring and alerting systems (Grafana/Kibana)
    • Knowledge with audio/visual or video conferencing support

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