Application Service Desk Manager

Information TechnologyRemote, Remote Altrincham, United Kingdom


Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. The UK is Trupanion's technology and innovation centre of excellence. We create solutions to ensure our members, their pets, and their vets experience unparalleled customer service. We offer a collaborative, informal, and pet-friendly environment where everyone is encouraged to be the very best version of themselves.

Position Summary:

Do you love working with people and have a desire to lead a technical support team? If so, Trupanion is looking for an experienced support manager to lead the External Business Support Team. In this role, your responsibility is to ensure efficient and effective delivery of service and support in line with contractual Service Level Agreements (SLAs). Defining priorities for your team to ensure that all clients receive an exceptional level of service, time after time. You will be responsible for leading a team of technical individuals and ensuring that they are focused on delivering high and consistently improving levels of technical standards within the company. You will lead and determine the support strategy for our external business clients and work with the Director of IT Operations Support to define and set priorities that align to Trupanion’s ongoing business and IT support requirements.

This position is an entirely remote role open to candidates anywhere in the UK. Candidates who prefer an in-office option may choose to work a hybrid schedule out of our Altrincham office.

Key Responsibilities Include:

External Business Management

  • To create, and continuously improve the External Business Support Team to deliver exceptional service, to all clients and at all times.
  • To manage all support tickets ensuring that all SLAs are met.
  • To act as an escalation point for all incident and service support tickets.
  • To assist in developing and implementing service level agreements, management systems and standards.
  • To oversee the preparation of internal and external service review reports in line with OLA/SLAs.
  • To attend client-facing service and business review meetings.
  • To operate in line with Trupanion’s information security, compliance, governance and management processes and procedures.
  • To bring new and emerging skills, knowledge and technologies into the team.
  • Design processes to improve and establish a high-quality customer support experience.

Change Management/Service Delivery

  • Ensure the proper procedures are followed for all change requests, including at the point of acceptance and escalation.
  • Set appropriate timescales for the completion of change request items, ensuring that resources are used efficiently.
  • Work alongside the Project Manager(s), Account Manager(s) and Technical Lead(s) to minimize delay and facilitate the required knowledge sharing between the various elements of the Service Delivery process.
  • Act as a point of escalation for both the internal and external elements of the Service Delivery process. Acting as a decision-maker and as a potential mediator for any conflict that arises within the process.
  • Managing change and delivering projects into business as usual; and managing SLA’s and KPI’s in line with service targets.
  • Work with the Director of IT Operations Support to build global support strategy to ensure that the same high-level service standards are provided across all support functions and teams.

Leadership

  • To take ownership and be proactive when dealing with the support team
  • Coordinate communication between all team members across the Trupanion business
  • Drive the strategy of your team in line with Trupanion’s corporate goals
  • Report on team and individual performance and set individual and team goals
  • To be responsible for your team members' career development, performance, and wellbeing
  • To manage and interact effectively with internal teams and businesses across different time zones
  • To inspire, motivate and engage team members, demonstrating Trupanion’s DNA, whilst understanding that we achieve great things together when we are caring, collaborative, courageous, curious, honest, inclusive, and nimble.

Qualifications

Experience:

  • At least two years of experience in a leadership capacity
  • Experience of Jira Service Desk, Freshservice, or similar service and support ticketing systems (desirable).
  • Experience in the insurance sector (desirable)

Skills, Knowledge & Abilities:

Essential:

  • The ability to think strategically and proactively
  • Exceptional customer service, communication, and interpersonal skills skills
  • Excellent attention to detail and accuracy
  • The ability to evaluate, document and improve internal team processes and procedures
  • Committed to personal development and self-improvement
  • A motivated person that has both exceptional interpersonal and creative problem-solving skills
  • A team player who has a positive, enthusiastic, inclusive approach to team building and development
  • Excellent knowledge of application support and digital technologies

Desirable:

  • Familiarity with ITIL or other service standards
  • Knowledge and application of SDLC process and best practices

Education, Registration & Certification:

Bachelor’s degree, or related qualification/s or certifications (desirable)

Benefits and Perks:

  • Bonus opportunities
  • Private medical insurance and health cash plans
  • 25 days annual leave plus bank holidays
  • Five-week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly, and fun office environment
  • Cycle to work scheme
  • Life Insurance
  • Rocket Lawyer

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself: https://aqinsure.tech/working-at-aq/

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive: We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.

For more information about Trupanion, visit https://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request reasonable adjustments.