Helpdesk Manager – Technology Operations
Reporting To: Group Head of IT
Office Location: St. Martins Lane
About us:
Havas is one of the world’s largest global communications groups founded in 1835 by Charles Louis Havas,
founder of the first ever press agency. Havas Group operates in over 100 countries, employing over 16,000 people.
There are two major divisions within this group: Havas Creative Group (the creative agencies) and Havas Media
Group (the global media agencies.)
Havas Media Group employs over 700 people in the UK and we have several key business areas: Havas Media,
Arena Media, Forward Media, DBi, SCB Partners, Web Narrative, Socialyse, Affiperf, ais and Havas SE Cake,
based in four separate West End locations.
It’s an exciting time to be joining Havas Media Group as we are in the midst of a phenomenal business
transformation and a period of growth. By early 2017 we will be operating as one single operational unit, under one
P&L and in one new office location - the new ‘Havas Village’ based in Kings Cross.
Would you like to know more?
Visit our UK website – havasmediagroup.co.uk
Follow us on Twitter - twitter.com/havas_mguk
Connect on LinkedIn - linkedin.com/company/havas-media-group-uk
The Role:
The Helpdesk function is dependent upon to provide Havas Media exemplary and timely IT support, by telephone,
email or in person.
The role, to manage and maintain the Havas Media Technology Operations Helpdesk, providing world class
customer service and support.
The successful candidate will be responsible for the motivation and career development of Helpdesk staff inclusive
of training, appraisals and reviews.
They must ensure all calls are logged and responded to within a defined SLA. They must create and maintain
Helpdesk processes and procedures, ensuring Helpdesk staff awareness and compliancy to those processes and
procedures.
Enhancing the quality of assistance the team provides, incorporating positive changes to improve end user
satisfaction.
This is a senior and highly strategic role that represents a strong challenge for the right individual, and will give
exposure to senior business leaders and many technologies. It is expected that the successful candidate will
already be operating at a senior level within a highly commercial, fast-paced organisation as it will require flexibility,
resilience and a proven ability to solve technical problems in a high pressure environment.
Key responsibilities: Management of the Technology Operations helpdesk system and support team. Scheduling of
staff resources to cover each of the Havas Media sites, inclusive of remote support to our Manchester and Dublin
offices. Maintain good working relationships with Havas Media Staff and Suppliers.
Key Responsibilities:





Management of the helpdesk system and helpdesk support staff
Deputise the IT Manager to manage the 3rd Line support team
People Management – Supervise, support, train and mentor, to raise the level of support provided by the team.
Regular staff Appraisals & Reviews
Resource Scheduling – Monthly staff rota management.
Support management
 Development and implementation of a Helpdesk strategy that is aligned to the business strategy
 Strategic leadership and ownership of Client RFP and security audit process from an IT Operations
perspective, maintaining ongoing library of audit documentation to ensure security standards compliance
 Project manage key Helpdesk Projects from beginning to end, focusing on Time, Quality & cost, utilising MS
Project to provide tracking to business
 Ensure the timely resolution of incidents and requests in line with SLA, escalating where necessary to 3 rd Line.
 Producing weekly status reports from the helpdesk system to be reviewed with the Operations Team on a
weekly basis, using reports to deliver key insight and process improvement recommendations to the leadership
team
 Manage the file touch reporting system (Varonis) to ensure compliancy with the Data Protection Act
 Provide insight to management, reporting KPIs and trends for the helpdesk
 Produce support documentation inclusive of Processes and Procedures.
 Implement and maintain best practices after seeking approval from senior leadership team following your
recommendations.
 Business Partnering – Monthly catch-up meetings with senior stakeholders in the business units, capturing
challenges and issues, and providing solutions and recommendations.
 Develop an agile and strategic approach to procurement management in line with approved budgets to
maintain business continuity
 Maintenance of adequate stock levels of computer hardware, peripherals and consumables to ensure stock
availability.
 Inventory Management/Licensing – Hardware/Software
 Data Backup Management – (Tape and Backup Exec) Cataloguing success/failure ensuring data integrity and
verifications.
 Incident Management – Own the entire Incident reporting process, ensuring the entire Incident lifecycle has
been managed, catalogued and resolved.
 Regular meetings with the Head of Technology Operations to discuss, strategy, budget alignment, staff and
key issues.
Budget Review
 Own the budget planning and rate forecasts keeping track of actuals for Software/PC/Laptop/Consumables to
ensure budget is not exceeded and ultimately to drive down costs
 Mobile Account Management inclusive of monthly usage reports, trends and analysis, constantly thinking from
a best practice alignment perspective and cost management
 Adobe and MS licence management inclusive of annual true-up declarations.
Training/Research
 Organise and provide IT training support when required by Havas Media Staff (Staff induction program)
 Assess and organise the training of IT Operations staff
 To implement and maintain an IT Support Knowledgebase.
 To keep abreast of new and emerging technologies inclusive of new product releases, OS updates etc.
 To document and share all research with the Technology operations team.
 Work closely with the rest of the Technology team to deliver bespoke requirements which can be supported
aptly





Management of the helpdesk system and helpdesk support staff
Deputise the IT Manager to manage the 3rd Line support team
People Management – Supervise, support, train and mentor, to raise the level of support provided by the team.
Regular staff Appraisals & Reviews
Resource Scheduling – Monthly staff rota management.
Support management
 Development and implementation of a Helpdesk strategy that is aligned to the business strategy
 Strategic leadership and ownership of Client RFP and security audit process from an IT Operations
perspective, maintaining ongoing library of audit documentation to ensure security standards compliance
 Project manage key Helpdesk Projects from beginning to end, focusing on Time, Quality & cost, utilising MS
Project to provide tracking to business
 Ensure the timely resolution of incidents and requests in line with SLA, escalating where necessary to 3 rd Line.
 Producing weekly status reports from the helpdesk system to be reviewed with the Operations Team on a
weekly basis, using reports to deliver key insight and process improvement recommendations to the leadership
team
 Manage the file touch reporting system (Varonis) to ensure compliancy with the Data Protection Act
 Provide insight to management, reporting KPIs and trends for the helpdesk
 Produce support documentation inclusive of Processes and Procedures.
 Implement and maintain best practices after seeking approval from senior leadership team following your
recommendations.
 Business Partnering – Monthly catch-up meetings with senior stakeholders in the business units, capturing
challenges and issues, and providing solutions and recommendations.
 Develop an agile and strategic approach to procurement management in line with approved budgets to
maintain business continuity
 Maintenance of adequate stock levels of computer hardware, peripherals and consumables to ensure stock
availability.
 Inventory Management/Licensing – Hardware/Software
 Data Backup Management – (Tape and Backup Exec) Cataloguing success/failure ensuring data integrity and
verifications.
 Incident Management – Own the entire Incident reporting process, ensuring the entire Incident lifecycle has
been managed, catalogued and resolved.
 Regular meetings with the Head of Technology Operations to discuss, strategy, budget alignment, staff and
key issues.
Budget Review
 Own the budget planning and rate forecasts keeping track of actuals for Software/PC/Laptop/Consumables to
ensure budget is not exceeded and ultimately to drive down costs
 Mobile Account Management inclusive of monthly usage reports, trends and analysis, constantly thinking from
a best practice alignment perspective and cost management
 Adobe and MS licence management inclusive of annual true-up declarations.
Training/Research
 Organise and provide IT training support when required by Havas Media Staff (Staff induction program)
 Assess and organise the training of IT Operations staff
 To implement and maintain an IT Support Knowledgebase.
 To keep abreast of new and emerging technologies inclusive of new product releases, OS updates etc.
 To document and share all research with the Technology operations team.
 Work closely with the rest of the Technology team to deliver bespoke requirements which can be supported
aptly
Who we’re looking for:






Experience working within a similar position managing a busy IT service desk in a corporate environment.
Strong technical competency with experience of desktop and server operating systems including knowledge of
hardware and software
Customer Service strategy and delivery (service focused, articulate and approachable)
Broad ITIL experience and qualifications
Proven track record of strong team management skills - A positive, dynamic leader that displays the best work
ethic, creative problem solving skills and team orientated proactive approach
Significant experience of managing large support teams across multiple sites.