Service Desk Lead

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About Us:

Chaucer is a leading insurance group at Lloyd's, the world's specialist insurance market. We help protect industries around the world from the risks they face. Our customers include major airlines, energy companies, shipping groups, global manufacturers and property groups.

Our headquarters are in London, and we have international offices in Copenhagen, Miami, Dubai and Singapore to be closer to our clients across the world. To learn more about us please visit our website

Job Profile

Summary:

The role reports into the Head of Service Management and will be responsible for overseeing the Service Desk function within the Chaucer Technology Group (CTG). This role leads an established 3rd party team and be part of the evolution of the operating model and be instrumental in modernising the ways of working.

This role requires a strategic thinker with a Service Management background and proven management skills. The role has overall responsibility for the Service Desk vision and roadmaps that support and advances the company's business objectives. It also involves leading and mentoring a team of Service Desk technicians and collaborating with cross‑functional teams such as Product Management, Engineering, Architecture, and Quality & Technical Assurance within a matrix IT organisation.

They will lead Service Desk 3rd party resources, ensuring that business and technology requirements are both delivered and are aligned.

• Deliver the overall Service Desk strategy and long‑term vision for CTG, ensuring it aligns with the company's broader business goals.
• Implement and maintain IT Service Management (ITSM) best practices, such as those within the ITIL framework, to develop and improve support processes, procedures, and documentation.
• Identify opportunities for automation, self‑service portals, and other technologies to enhance support capabilities and improve the end‑user experience.
• Generate and analyse reports on service desk performance and trends, presenting insights and improvement plans to senior management.
• Manage strategic relationships with internal business stakeholders and external service providers to ensure alignment on service requirements and performance.
• Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks.
• Oversee the daily operations of Chaucer’s service desk, ensuring high‑quality, efficient, and timely technical support for all end‑users.
• Ensure service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) are defined, monitored, and met or exceeded.
• Ensure all team members consistently meet or exceed service level agreements (SLAs) and key performance indicators (KPIs) such as first contact resolution, average resolution time, and customer satisfaction.
• The role involves a balance of team leadership, strategic planning, and hands‑on problem‑solving to maintain operational excellence and customer satisfaction.
• Being an active member of the Service Management, management team.

• Demonstrates a high level of self‑awareness through a commitment to continuous, personal improvement and learning.
• Demonstrates high personal resilience and ability to adapt to change.
• Builds effective teams, coaches and mentors people.
• Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively.
• Understanding of the way the business works and displays knowledge of the external marketplace, to drive the business forward.
• Striving to build key relationships and showing ownership of targets; focusing on results.
• Develop and execute the Service Desk strategy in alignment with the company's overall objectives.
• Provide visionary leadership to the Service Desk team.
• Maintain a culture of Service Management excellence in the company.
• Ensure that the team is working efficiently and effectively,…