Back to search
About the role
My client has experienced continued growth over the past 5 years and is now looking for a Service Desk Manager (Office based) who can support their planned future growth, not only by maintaining what they do well, but identifying and enhancing the areas they can improve. This is a development role where you will have the autonomy to implement new ways of working that are suited to the businesss needs.
The Service Desk is made up of twelve Helpdesk Analysts, and a Service Desk Team Leader, and this position will have line management responsibility for all the team. Although this is a Monday Friday office hours role, the helpdesk operates 24 hours a day, 7 days a week (apart from Christmas Day), so you must be willing to provide out of hours support to the team when/if required.
Your key tasks and responsibilities will include:
- Reviewing the teams current practices, analysing where improvements can be made to increase efficiency and reduce cost.
- Proactively monitoring SLA performance, reporting to customers and management
- Leading and developing the service desk team, including identifying knowledge gaps and creating training plans accordingly, setting objectives, carrying out quarterly performance reviews, and organising the team rota
- Familiarity with remote support technologies, ticketing systems, and network administration tools.
- Ability to analyse data, identify problems, and implement effective solutions.
- Strong troubleshooting and diagnostic skills.
About 'us'
We are retail. We specialise in providing in-store retail IT systems, services, solutions, project management & support platforms. With over 25 years of experience, we work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long standing partnerships built on trust, expertise and a mind set to getting the job done.
Our mission is simple to provide our clients with truly integrated IT solutions that make a real difference to their business, building long standing relationships so that we can fundamentally understand the needs of our clients. We are not a huge corporate company who may treat clients as an account number. We are neither a small one-man-band offering cheap services.
About you
You will have ITIL qualification (or, at the least, will be aware of ITIL processes) and should have experience leading a helpdesk. A large part of this role is developing the teams processes and procedures, so you should have demonstrable experience of leading teams through periods of change.
We give our staff the flexibility and autonomy to make their role their own, so you will be a self-starter and enjoy planning your own time. However, we have a collaborative culture, so you must also be a team player with the ability to communicate and build strong working relationships with internal and external stakeholders at all levels. We are constantly growing and evolving, so you must be adaptable and comfortable working in a fast-paced environment.
Familiarity with theticketing system AutoTask is desirable but not essential.
Benefits:
- 25 days holiday plus bank holidays.
- Private healthcare (including access to the Babylon app) for you and your dependents after a qualifying period.
- Life assurance
- Recruitment referral scheme (£500 for each successful referral you make).
- Reward and Recognition scheme.
- Excellent professional development opportunities.
- Regular team and company social events.
These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension.
