Kingsway IT Team Leader

JD GROUP; Bury; On-site; GBP 35,000 - 50,000; Full time

Job summary

JD Group is seeking a Service Desk Team Leader for their Kingsway Distribution Centre in Bury. This role involves overseeing the second line IT Service Desk, leading a team to provide exceptional service to over 90,000 colleagues globally. The ideal candidate will have previous experience in a similar role and a strong understanding of ITIL processes and data analytics.

Qualifications

• Previous experience in a similar role is required.
• Sound knowledge of ITIL processes and user access management.

Responsibilities

• Lead, coach, and develop a team of approximately 10 engineers.
• Act as a subject matter expert and escalation point for complex issues.
• Utilize data analytics to optimize support accessibility and efficiency.

Skills

Leadership

ITIL processes

Data analytics

Knowledge management

Stakeholder management

Job description

Service Desk Team Leader - Kingsway Distribution Centre

We are seeking a Service Desk Team Leader to oversee our second line IT Service Desk in Bury, supporting a shift pattern of approximately 10 engineers.

You will lead, coach, and develop your team, manage service levels, commitments, and deliverables to meet the needs of our colleagues, aiming to provide exceptional service and make JD Group's IT department best in class.

Your team will be a vital part of our broader IT Service Desk, supporting over 90,000 colleagues worldwide, with integrations to Service Desks in our Distribution Centre in Rochdale, France, and The Netherlands.

Responsibilities:

1. Support colleagues via telephone, email, or self-service, leading by example and fostering a culture of great leadership and personal development.
2. Act as a subject matter expert, promoting knowledge management, supporting operational queries, and serving as an escalation point for complex issues.
3. Represent the IT Service Desk within the group, acting as the face of the Service Desk to other departments and colleagues.
4. Utilize data analytics to understand demand drivers and ensure adequate resourcing, continuously reviewing performance to optimize support accessibility and efficiency.
5. Identify issues requiring escalation, coordinate with internal and external support teams, and ensure timely resolution with regular updates to colleagues.
6. Conduct team meetings and promote personal development.
7. Manage IT asset staging and support.
8. Maintain sound knowledge of user access, ITIL processes, and Joiners, Movers, Leavers (JML) procedures.
9. Manage stakeholder relations for on-site moves, adds, and changes.
10. Collaborate with the Head of Support to develop service packs and proactively monitor SLA adherence.
11. Previous experience in a similar role is required.