Service Desk Level 2 Team Leader

Naylor's Equestrian Llp; Bury; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Service Desk Team Leader to manage their second line IT Service Desk in Bury. This pivotal role involves leading a team of engineers to deliver exceptional service to over 90,000 colleagues worldwide. You will be responsible for coaching your team, managing service levels, and ensuring efficient support through effective stakeholder management. If you are passionate about IT service excellence and team development, this is an exciting opportunity to make a significant impact in a supportive and collaborative environment.

Qualifications

• Experience in managing a Service Desk team.
• Strong knowledge of ITIL practices and user access management.

Responsibilities

• Lead and develop a team of Service Desk engineers.
• Manage service levels and ensure timely resolution of issues.
• Represent the IT Service Desk to other departments.

Skills

ITIL

User Access Management

Stakeholder Management

Team Leadership

Data Analysis

Education

Relevant IT Management Experience

Tools

Knowledge Management Database

Service Desk Software

Job description

Service Desk Level 2 manager Bury Head Office:

We are looking for a Service Desk Team Leader to manage our second line IT Service Desk, in Bury, based on site covering a shift pattern of circa 10 engineers

You will lead, coach and develop your people, manage our service levels and commitments and deliverables to meet the needs of our colleagues, delivering exceptional service on a journey to make JD Group, IT best in class.

Your role and team will be an integral part of our wider IT Service Desk function, supporting over 90000 colleagues worldwide, with integration to Service Desks in Our Distribution Centre in the Rochdale, France, and The Netherlands, within your scope.

• Our Service Desk engineers are here to support our colleagues, however they choose to contact us, via telephone, email or through our self-service system. Your role is to lead them through role model behaviours, inspire them through great leadership and support them with their personal development and their own career journey.
• As a subject matter expert and through promotion and development of a knowledge management database, supporting your team with operational queries and being an escalation point for more complex queries.
• Representing the IT Service Desk for the group. Being the face of the Service Desk for other Service Delivery departments and our Colleagues.
• Using data to understand our demand drivers and ensure we are resourced sufficiently to meet demand. Constantly reviewing our performance in order that our Colleagues have the access to the support they need, when they need it, as efficiently as possible.
• Identifying issues that need further help and supporting with escalating appropriately to the relevant support teams, both internally and with external 3rd Parties, overseeing to ensure that resolutions are timely, and our Colleagues are kept up to date with progress.
• Conduct team meetings and encourage personal development for the team.
• IT Asset management and staging support
• Sound knowledge of user access, ITIL and JML
• Managing Stakeholder relations for onsite moves adds and changes
• Working closely with the Head of Support to produce service packs and proactively manage SLA adherence
• Experience in a role similar to this is required

If this sounds like an ideal role for you, please apply now.