Overview
Full Time
Skills
Value Engineering
Data Analysis
Technical Support
Team Leadership
Productivity
Problem Solving
Problem Management
Customer Satisfaction
SLA
Staff Management
Customer Service
Coaching
UPS
Operational Excellence
Reporting
Management
Documentation
Knowledge Base
Recruiting
Onboarding
Training
Auditing
System Security
Network
Telecommunications
Service Desk
OS X
Active Directory
Microsoft Office
Microsoft Windows
Servers
Remote Management
Mobile Devices
iPad
iPhone
French
German
Spanish
Italian
Collaboration
Innovation
Life Insurance
AIM
Testing
Job Details
IT Service Desk Manager
Job Description
COSTAR GROUP - IT SERVICE DESK MANAGER - IT SYSTEMS - LONDON
OVERVIEW
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.
Learn more about CoStar .
ROLE DESCRIPTION
We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time.
This position is located in London, UK and offers a schedule of 5 days in the office.
RESPONSIBILITIES
Provide guidance, assistance, coordination, and follow up on IT Issues raised by end-users, constantly coaching & guiding your technicians to resolve tickets within agreed SLAs
Daily stand-ups with tech team leads to discuss Priorities for the Teams
Process and procedure improvements, aiming for Global Operational Excellence
Report to Senior management on potential problems and identify problem trends
IT Documentation curation, setting and maintaining High Standards, Coach engineers to use the Knowledge base
Support growth of Service Desk by hiring and developing strong technicians
Assist with onboarding and training new hires in best practices
Ongoing Development of existing employees
Ticket and call review/auditing on a regular schedule
Monthly reports -
tickets opened/closed, how many by tech, by the team, trends, etc.
Call reports to include the number of calls, calls by tech, call length, hold times, calls dropped, trends, etc.
Liaison between other IT groups (systems, security, network, telecom, etc.) as needed
Any other duties and special projects as assigned
BASIC QUALIFICATIONS
Educated to degree level or equivalent experience
In depth experience as Manager of IT Service Desk Engineers
Deep experience in corporate IT or Service Desk roles ideally working through the technical response levels
Experience supporting Windows 10/11 workstations, macOS, Active Directory, Microsoft Office, and Windows Servers
Experience supporting phone (AVAYA) and data networks
Experience of remote management (APAC resource)
O365 Admin experience
Experience supporting mobile devices such as iPads, iPhones, etc.
Additional languages are desirable (French, German, Spanish or Italian)
WHAT'S IN IT FOR YOU
Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in excellent offices, other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds - men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
#LIGJ1
#COSTAR
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Job Description
COSTAR GROUP - IT SERVICE DESK MANAGER - IT SYSTEMS - LONDON
OVERVIEW
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
CoStar is the global leader in commercial real estate information, analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.
Learn more about CoStar .
ROLE DESCRIPTION
We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time.
This position is located in London, UK and offers a schedule of 5 days in the office.
RESPONSIBILITIES
Provide guidance, assistance, coordination, and follow up on IT Issues raised by end-users, constantly coaching & guiding your technicians to resolve tickets within agreed SLAs
Daily stand-ups with tech team leads to discuss Priorities for the Teams
Process and procedure improvements, aiming for Global Operational Excellence
Report to Senior management on potential problems and identify problem trends
IT Documentation curation, setting and maintaining High Standards, Coach engineers to use the Knowledge base
Support growth of Service Desk by hiring and developing strong technicians
Assist with onboarding and training new hires in best practices
Ongoing Development of existing employees
Ticket and call review/auditing on a regular schedule
Monthly reports -
tickets opened/closed, how many by tech, by the team, trends, etc.
Call reports to include the number of calls, calls by tech, call length, hold times, calls dropped, trends, etc.
Liaison between other IT groups (systems, security, network, telecom, etc.) as needed
Any other duties and special projects as assigned
BASIC QUALIFICATIONS
Educated to degree level or equivalent experience
In depth experience as Manager of IT Service Desk Engineers
Deep experience in corporate IT or Service Desk roles ideally working through the technical response levels
Experience supporting Windows 10/11 workstations, macOS, Active Directory, Microsoft Office, and Windows Servers
Experience supporting phone (AVAYA) and data networks
Experience of remote management (APAC resource)
O365 Admin experience
Experience supporting mobile devices such as iPads, iPhones, etc.
Additional languages are desirable (French, German, Spanish or Italian)
WHAT'S IN IT FOR YOU
Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in excellent offices, other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds - men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
#LIGJ1
#COSTAR
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.