Job Overview:
We are seeking a versatile, driven individual with superb communication and decision-making skills, and a passion for best-in-class customer service to join a successful Service Desk team within Arm's IT department.
By providing exceptional, timely, and effective first-line support to Arm's employees and partners, you will have a measurable impact on the success of Arm. As well as providing exemplary support to users, you will lead a team of around 10 Service Desk agents, ensuring we meet SLAs and XLAs, identifying opportunities for growth and improvement, and coaching your teams to be the best they can be.
Responsibilities:
- Lead day-to-day Service Desk activities, ensure efficient incident handling and allocation of team members.
- Supervise and improve alignment to Service Level and Experience Level Agreements.
- Take ownership of more impactful incidents and requests, including priority 1 and 2 incidents, or requests for critical customers around the organisation.
- Identify and drive opportunities for improvement, including automation, AI, and shift-left of resolution activities from other resolver groups.
- Set clear expectations within the team, monitor team performance, and provide actionable and timely feedback to promote development.
- Address performance gaps, offer support and mentorship. Build an open feedback environment where team members feel comfortable sharing ideas and concerns.
Required Skills and Experience:
- 5+ years within a Service Desk lead/coordinator role.
- Exceptional communication and presentation skills.
- In-depth knowledge of ticket management tools including ServiceNow.
- Solid understanding of incident and request management practices across a variety of services including Windows, macOS, networking, VPN, and cloud services (Microsoft 365, Azure, AWS, etc.).
- Experience in implementing automation and self-service solutions.
- Very strong expertise in IT Service Management (ITSM), backed up by an ITIL v3 or V4 qualification.
- Demonstrable ability in problem-solving in high-pressure scenarios, such as major incidents and other significant events.
"Nice to have" Skills and Experience:
- Experience with Jira.
- Knowledge of implementing AI solutions in an ITSM environment.
In Return:
Accommodations at Arm
At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Hybrid Working at Arm
Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
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Accommodations at Arm
At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.