About Xyenta

Xyenta is a Lloyd's and London Market insurance data technology solutions provider.

We are an IT partner to a FTSE 250 top London Market insurer, operating from development hubs in London, Manchester and Hyderabad.

Xyenta transforms processes through BI Technologies, AI tools, and system integration by connecting data directly to the point of consumption across finance, actuarial and regulatory processes.

Role Summary

The Support Manager will manage the helpdesk and the team of helpdesk analysts covering 1st and 2nd line support; and be responsible for coordinating with developers for 3rd line support. Key responsibilities include the management of support tickets, ensuring each query is understood, assessed and resolved within the agreed SLAs.

This is a hands-on role split between technical support and team leadership. Responsible for the delivery of an outstanding support service to the global client user-base; and for managing, coaching and growing a team of IT Analysts and Technicians (currently 8 people).

Responsible For

• Leading the Support Team and coordinating with Developers to analyse, resolve and fix complex bugs
• Coordinating with clients in their triage of support issues
• Managing user relationships across all levels and helping to shape the function to meet the needs of the growing user base
• Being the point of contact for the escalation process and take ownership of major incidents
• Working with the Client Service Teams to analyse, resolve and test complex bugs
• Managing, motivating and inspiring a help desk team in a busy environment (c100 users)
• Working to ensure the user base fully exploits systems to best advantage
• Holding daily and weekly meetings with the team with a focus on Service Delivery
• Liaising with developer teams and users regarding any work to be undertaken
• Monitoring the network, ensuring that daily system checks are performed, and exceptions managed
• Training and coaching junior and graduate analysts
• The handover of delivered solutions from the developer team, working with analysts to ensure that appropriate documentation and knowledge articles are provided to enable the handover to BAU support

Skills and Experience

• Analytical mind and problem-solving attitude
• Understanding of meeting and achieving SLAs/KPIs
• Understanding of ITIL methodology – helping to embed this in the team
• Good commercial experience within a Service Desk / Service Delivery management role
• Knowledge of service desk management systems
• Experience of working in onshore / offshore environments
• Excellent communicator (written and verbal), helpful attitude, flexible, pro-active.
• Experience of Agile development process
• Able to self-manage workload across multiple points of contact
• Understanding of IT security best practice

Nice to Have

• Any technical background including MS Servers, MS BI technology stack, Azure, and SharePoint
• Ideally familiar with end-user BI technologies and toolsets (e.g. Microsoft Power BI)