Service Desk Lead

**The opportunity**:
At Kin + Carta, we’ve got opportunities to offer you — for growth, for leadership, for big, world-changing impact and for, dare we say it, fun. We are a global workforce that is committed to building a world that works better for everyone. And that starts with our Kin. That’s why we’re proud of:

- The life we create within our virtual walls, every day
- Being B Corp certified
- Our honor as a “Best Large Firm to Work For” by Consulting Magazine

**The role**:
**Kin+Carta** is looking for a driven and detail-oriented Service Manager to help establish a multi-disciplinary team, which includes Client Services, Project Management and a talented team of Front and Back End Developers, for our key Managed Services accounts.
In this role you will manage the support function for several clients and their digital assets (Web, Mobile, Cloud Infrastructure), leading and enabling a cross-functional team to deliver high-quality outcomes from the solutions we develop and deploy. The objective is to constantly improve, adapt and maintain these assets for diverse stakeholders across our clients. Changes can range from updates to large optimization projects.

The dedicated Service Manager will be responsible for the delivery for all work we carry out for the account, while simultaneously supporting the wider dedicated team.

**Role responsibilities**:

- Lead the delivery of all relevant tasks and projects
- Managing client/stakeholder relationships
- Scoping and/or reviewing requirements
- Resource planning and allocation
- Scheduling and managing internal resources and external stakeholders against defined timelines
- Project administration and documentation
- Creating regular reports for the team.
- Incident management
- Follow agreed incident processes and escalate where required
- Manage client communications during all incidents
- Incident reporting when necessary
- Implement and manage new procedures when incidents were avoidable
- Adhere to Service Level Agreements
- Commercial reporting
- Regular client and internal financial reporting
- Input on account revenue and resource forecasting
- Team Development
- Mentor and provide feedback to team members
- Participate in development of new training and documentation

**Minimum qualifications**:
**We want all new hires to succeed in their roles at Kin + Carta. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.**
- Strong written and verbal communication skills in English
- 2+ years experience managing multiple workstreams
- 2+ years experience managing teams of more than 4 people
- Working experience escalation management experience
- Working experience with an ITSM system (Jira preferred)
- Working experience with Google Cloud, Amazon Web Services or Microsoft Azure Cloud. (One required)
- Experience writing or reviewing technical documentation (Incident Reports, Standard Operating Procedures, etc)
- Ability to participate in off-hour escalations (Off hours & Holiday) (infrequent)
- Experience communicating technical topics
- Project management experience

**Preferred qualifications**:

- Experience managing a Service Desk or Help Desk
- Experience in developing or improving a Center of Excellence
- Mentorship of peers and development of junior talent.
- Experience in agile software development

**About Kin + Carta**:
Kin + Carta is a global digital transformation consultancy committed to working alongside our clients to build a world that works better #ForEveryone. Our 1,700 curious minds make creative connections between people, data and technology to create connected outcomes across the full lifecycle of the product and platform ecosystems.

We’re makers, builders and creators by nature, and we come to work every day to build experiences for some of the world’s most influential companies. We help businesses accelerate their digital roadmap, rapidly innovate, modernize their systems, enable their teams and optimize for continued growth.

We are a technology business with trust and human connection at its heart. As a Certified B Corp, our triple bottom line focus on people, the planet and profit is at the core of everything we do.

We welcome our Kin to show up as their full selves every day. Because this is so important to us, Kin + Carta is proud to be an equal opportunity employer. To read further about our commitment to Inclusion, Diversity, Equity and Awareness, check out the IDEA page on our website.

Whoever you are, wherever you’re from and whoever you love, you’ll find an open door at Kin + Carta. It’s yours to walk through if you’re passionate about building a better world for everyone, and you’re keen to be part of a diverse and inclusive culture that plays to people’s strengths and thrives on togetherness.