KingsWay IT Team Leader

TN United Kingdom; Bury; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Service Desk Team Leader to oversee their IT Service Desk in Bury. The role involves leading a team of engineers, managing service levels, and ensuring exceptional support for colleagues worldwide. This position is critical for maintaining high service standards and supporting the IT department's objectives.

Qualifications

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

Responsibilities

• Lead, coach, and develop the Service Desk team.
• Manage service levels and commitments to deliver exceptional service.
• Act as an escalation point for complex operational queries.

Skills

Leadership

Coaching

ITIL practices

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 approximately 10 engineers across a shift pattern.

This role involves leading, coaching, and developing your team, managing service levels, commitments, and deliverables to meet the needs of our colleagues, with the goal of delivering exceptional service and making JD Group's IT department best in class.

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

1. Support colleagues via telephone, email, or self-service, leading your team with role model behaviors, inspiring through leadership, and supporting personal and career development.
2. Serve as a subject matter expert, develop and promote a knowledge management database, and act as an escalation point for complex operational queries.
3. Represent the IT Service Desk to other departments and stakeholders, acting as the face of the Service Desk.
4. Utilize data to analyze demand drivers, ensure adequate resourcing, and review performance to provide timely and efficient support.
5. Identify issues requiring escalation, coordinate with support teams internally and externally, and ensure resolutions are timely while keeping colleagues informed.
6. Conduct team meetings and promote personal development within your team.
7. Manage IT asset staging and support.
8. Maintain sound knowledge of user access, ITIL practices, and Joiners, Movers, Leavers (JML) processes.
9. Manage stakeholder relations for onsite moves, adds, and changes.
10. Collaborate with the Head of Support to produce service packs and proactively manage SLA adherence.
11. Previous experience in a similar role is required.