IT Service Desk Team Leader

Fenwick Limited; Newcastle upon Tyne; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Up to 25% discount in Fenwick stores

33 days annual leave (incl. 8 bank hol

Your birthday off — extra day in birth

WeCare 24/7 GP

Hybrid Working (3 days in-office, 2 at

Job summary

Fenwick Limited in Newcastle is seeking an experienced Service Desk Team Leader to oversee day-to-day IT Service Desk operations, ensuring high-quality technical support and customer service. The role combines hands-on technical support with leadership, service improvement and stakeholder management, driving incidents and service requests to resolution within SLAs.

It supports hybrid working with 3 in-office days and 2 remote days.

Qualifications

• Experience working in an IT Service Desk or IT Support environment.
• Good understanding of ITIL service management principles and processes.
• Experience coaching, coordinating colleagues and contributing to team performance.
• Strong customer service skills with focus on end-user experience.
• Excellent communication, stakeholder management and problem-solving abilities.
• Experience working with SLAs, KPIs and service performance reporting.
• Good understanding of current technologies including Microsoft 365, Windows environments and Active Directory.
• ITIL4 Foundation certification is desirable.

Responsibilities

• Lead the day-to-day operation of the IT Service Desk and ensure high-standard technical support and customer service.
• Act as escalation point for complex issues and coordinate with internal IT teams, third-party suppliers and stakeholders to resolve incidents within SLAs.
• Develop and improve the Service Desk function using performance data to drive service improvements and end-user experience.

Skills

Experience within IT Service Desk/ITIT

ITIL service management

Coaching/coordination

Customer service excellence

Communication & stakeholder management

SLA/KPI reporting

IT technologies awareness

Tools

Microsoft 365

Windows environments

Active Directory

Job description

WehaveanexcitingopportunityforaServiceDeskTeamLeadertojoinourITteam,basedfromourNewcastleoffice.ThisroleisidealforanexperiencedServiceDeskorITSupportprofessionallookingtotakethenextstepintheircareer,combininghands-ontechnicalsupportwithteamleadership,serviceimprovementandstakeholdermanagementresponsibilities.

AsthisrolerequiresregularattendanceatourNewcastleoffice,applicantsmustbebasedwithinareasonablecommutingdistanceofNewcastleuponTyneandabletoworkonsiteasrequired.

WhenyoujoinFenwick,you'llreceive;

• Upto25%discountinallFenwickstoresandfenwick.co.uk.
• 33daysannualleave(inclusiveof8bankholidays).
• Yourbirthdayoffasanadditionaldayannualleave–thiscanbetakenanydaywithinyourbirthmonth.
• WeCare-24/7GP,wellbeingadvice&supportservice.
• HybridWorking(3daysin-officeand2daysremote).

AbouttheRole

AsServiceDeskTeamLeader,youwillberesponsibleforleadingtheday-to-dayoperationoftheITServiceDesk,ensuringcolleaguesacrossthebusinessreceiveaconsistentlyhighstandardoftechnicalsupportandcustomerservice.Actingasanescalationpointforcomplexissues,you'llworkcloselywithinternalITteams,third-partysuppliersandkeystakeholderstoensureincidentsandservicerequestsaremanagedeffectivelyandresolvedwithinagreedservicelevels.

You’llplayakeyroleindevelopingandimprovingtheServiceDeskfunction,usingperformancedataandreportingtodriveserviceimprovementsandenhancetheend-userexperience.TherolewillinvolvemonitoringKPIs,identifyingtrends,supportingtheintroductionofnewtechnologiesandservices,andensuringusersremaininformedthroughoutthesupportprocess.You'llalsohelpcoordinateServiceDeskresourcerequirementsandsupportthemanagementofmajorincidentswhenrequired.

We'relookingforsomeonewithexperienceinaServiceDesk,ITSupportorsimilartechnicalsupportenvironment,alongsideastrongunderstandingofservicemanagementbestpractices.Strongcommunication,problem-solvingandstakeholdermanagementskillswillbeessential,aswilltheabilitytocoach,supportandinfluenceothers.

Whatwearelookingforinacandidate…

• ExperienceworkingwithinanITServiceDeskorITSupportenvironment.
• GoodunderstandingofITILservicemanagementprinciplesandprocesses.
• Experiencesupporting,coachingorcoordinatingcolleaguesandcontributingtoteamperformance.
• Strongcustomerserviceskillswithafocusondeliveringanexcellentend-userexperience.
• Excellentcommunication,stakeholdermanagementandproblem-solvingabilities.
• ExperienceworkingwithSLAs,KPIsandserviceperformancereporting.
• Goodunderstandingofcurrenttechnologies,includingMicrosoft365,WindowsenvironmentsandActiveDirectory.
• ITIL4Foundationcertificationisdesirable.

AboutFenwick

Fenwickisrichwithheritageandhistoryandhavebeenstylepioneerssince1882whenourfirststoreopened.Weknowluxuryandareproudtoremainthelargestindependent,family-ownedgroupofdepartmentstoreswithintheUK.Weareonanexcitingjourneytoexceedourcustomers'expectationsandwearealwaysonthelookoutfornewtalenttojoinus.

Ourcollaborativespiritunitesaworkforceofover2,000individualsacrossourstores,aswellasinoursupportfunctions,encompassingDigital,Buying&Merchandising,IT,Finance,People,CustomerServiceteams,andourcherishedrestaurantsanddistributioncentres.

In2023welaunchedour‘QuietNoMore’campaign,enhancingourpresenceontheUKhighstreetaswellasoureCommercewebsitegoingfromstrengthtostrength.Together,weformthebeatingheartofFenwick,drivingforwardourvisionforexcellenceandinnovation.Joinusaswepavethewaytowardanevenbrightertomorrow,wheretraditionmeetstransformation!