Company Description

About IGT1 Lanka

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

About the client: CFC

CFC is a specialist insurance provider, pioneer in emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today’s most critical business risks.

Headquartered in London with offices across Europe, USA and Australia, CFC has over 1000 employees and is trusted by more than 150,000 businesses in 90 countries. Learn more at cfc.com and LinkedIn.

Job Description

About the role:

You will be part of the technology team, the engine room of the business, providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will be working within our Technology Operations team, to provide higher levels of support to our internal and external customers.

In this role, you will lead a small, dedicated team of Desktop Operations Analysts and Engineers, acting as the point of escalation for Analyst queries and technical advice. You will also support the Desktop Operations Manager in people management activities such as, coaching and mentoring.

As a strong team player, you'll be hands-on with monitoring call volumes, queues, data etc on a day- to-day basis to help to ensure optimal ticket levels and responsible for ticket logging and allocation within the ITSM tool, setting an example on ticket management.

Data-driven, you'll carry out Desktop Operations reporting and trend analysis activities and play a key role in managing the Asset database and management process.

You will provide IT support and assistance to around 600 employees, based in the UK, US and Australia in order to ensure the business continues to operate effectively and efficiently

You will:

• To lead the Support Service function of the Desktop Operations team.
• Be the escalation of 1st and 2nd line supports calls.
• Manage and report on the metrics to indicate the performance of IT services to Company Customers.
• Ownership of the Desktop Operations support function based in the office, responsible for the smooth daily operational running of the team.
• Responsible for coverage of the Desktop Operations team, making sure staff are working within the service function hours (between 8am and 6pm)
• Smooth running of the IT Tech Bar, making sure it is always covered during open hours.

Qualifications

Key responsibilities & accountabilities

• Ownership of all IT incidents and request throughout the lifecycle of the service event.
• Responsibility for the Desktop Operations Support team, taking responsibility for the Desktop Operations function based in the office, delivering Customer service excellence to all.
• Delegate specific Desktop Operations responsibilities to team members to create specialization and increase service delivery pace.
• Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive work environment.
• Produce a proactive level of support, building service relationships with the Company’s customers
• To ensure that processes, procedures and best practice methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Identifying repeating incidents in the helpdesk system and implementing processes and procedures to allow trend analysis on support calls in order to form action plans accordingly to eliminate and/or report on root causes of issues affecting the organization.
• Input on regular client service reviews or in the event of a customer complaint.
• Ensure the team deliver outstanding customer service, perception and satisfaction to all IT users with a positive can-do attitude.
• Facilitate customer service training for Desktop Operations Engineers in line with the needs of the business and the individual.
• Creation and constant update of service processes, reporting, procedures and documentation in order to facilitate efficiency in day-to-day tasks, enabling the team to meet required objectives and targets.
• Monitor and report on IT team compliance with IT controls, policies and procedures.
• Motivate and lead the team to ensure a positive, hardworking and rewarding environment exists which ensure calls are kept up to date, with relevant quality updates, by other engineers daily, to ensure good customer service, and continuity to the customer so they are always aware of current status of their request.
• Implementation of Continual Service Improvement, to improve service delivery across the Desktop Operations and Onsite Helpdesk functions and feeding change

Preferred Skills and Experience :

• Strong experience within an IT Service Desk position – ideally working in a corporate IT environment.
• ITIL certified or equivalent.
• Experience of Azure Active Directory
• Strong experience of Office 365 suite of applications and administration, including windows troubleshooting, understanding of registry and group policies.
• Solid understanding of technology, understanding the impact of changes within the technology stack.