Job Description

COSTAR GROUP - IT SERVICE DESK MANAGER - IT SYSTEMS - LONDON

OVERVIEW

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitize the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years giving us the perspective to create truly unique and valuable offerings to our customers. Weve continually refined transformed and perfected our approach to our business creating a language that has become standard in our industry for our customers and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers our employees and investors. By equipping the brightest minds with the best resources available we provide an invaluable edge in real estate.

CoStar is the global leader in commercial real estate information analytics and news. Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence. CoStar delivers immediate verified commercial real estate information on over 5.9 million properties across every market.

Learn more aboutCoStar.

ROLE DESCRIPTION

We are looking for an experiencedIT Support Technical Team Leadto join our this role you will helpmanagethe productivity of CoStar Group employees by being themainescalationpoint of contact for information and problem resolution. This is accomplished bypossessing a proven track record of managing a technical team to successfully maintain staffing levels training and certification requirements problem management and resolution processes and customer satisfaction via SLA and employee customer service should be your motto by being a self-starter problem solverand excellent communicator. You can juggle multiple projects each urgent and competing for your time.

This position is located in London UK and offers a schedule of 5 days in the office.

RESPONSIBILITIES

Provide guidance assistance coordination and follow up on IT Issues raised by end-users constantly coaching & guiding your technicians to resolve tickets within agreed SLAs

Daily stand-ups with tech team leads to discuss Priorities for the Teams

Process and procedure improvements aiming for Global Operational Excellence

Report to Senior management on potential problems and identify problem trends

IT Documentation curation setting and maintaining High Standards Coach engineers to use the Knowledge base

Support growth of Service Desk by hiring and developing strong technicians

Assist with onboarding and training new hires in best practices

Ongoing Development of existing employees

Ticket and call review/auditing on a regular schedule

Monthly reports

tickets opened/closed how many by tech by the team trends etc.

Call reports to include the number of calls calls by tech call length hold times calls dropped trends etc.

Liaison between other IT groups (systems security network telecom etc.) as needed

Any other duties and special projects as assigned

BASIC QUALIFICATIONS

Educated to degree level or equivalent experience

In depth experience as Manager of IT Service Desk Engineers

Deep experience in corporate IT or Service Desk roles ideally working through the technical response levels

Experience supporting Windows 10/11 workstations macOS Active Directory Microsoft Office and Windows Servers

Experience supporting phone (AVAYA) and data networks

Experience of remote management (APAC resource)

O365 Admin experience

Experience supporting mobile devices such as iPads iPhones etc.

Additional languages are desirable (French German Spanish or Italian)

WHATS IN IT FOR YOU

Working at CoStar Group means youll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in excellent offices other perks include full private medical cover dental cover Life Assurance and member rewards 28 days annual leave a competitive pension season ticket loans enhanced maternity and paternity pay and much more!

At CoStar we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds men and women people of all ages sexual orientations nationalities religions and beliefs.

However we particularly encourage applications from women disabled and Black Asian and Minority Ethnic (BAME) candidates as these groups are underrepresented throughout the commercial real estate industry.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing