Service Desk Level 2 Team Leader

JD Sports Fashion; Bury; On-site; GBP 40,000 - 65,000; Full time

Job summary

Join a dynamic and innovative company as a Service Desk Level 2 Manager at the Bury Head Office. In this pivotal role, you will lead a dedicated team of IT professionals, ensuring exceptional service delivery to over 90,000 colleagues worldwide. Your leadership will inspire and develop team members while managing service levels and commitments. This is an exciting opportunity to be part of a forward-thinking organization that values collaboration and excellence in IT support. If you are passionate about technology and leadership, this role is perfect for you.

Qualifications

• Proven experience in managing IT Service Desk operations.
• Strong leadership skills to develop and inspire a team.

Responsibilities

• Lead and manage a team of engineers to provide excellent IT support.
• Analyze data to optimize service desk performance and efficiency.

Skills

Team Leadership

ITIL Knowledge

Data Analysis

Stakeholder Management

Problem Solving

Education

Relevant IT Certifications

Degree in IT or Related Field

Tools

Service Desk Software

Knowledge Management Systems

Job description

JD Sports - Head Office, Warwick House, Bury, Bury, United Kingdom

Req #1206

Service Desk Level 2 Manager Bury Head Office

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

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

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

Responsibilities include:

1. Supporting colleagues via telephone, email, or self-service, leading by example, inspiring through leadership, and supporting personal career development.
2. Acting as a subject matter expert, promoting knowledge management, and supporting operational queries, serving as an escalation point for complex issues.
3. Representing the IT Service Desk within the group, acting as the face of the Service Desk to other departments and colleagues.
4. Using data to analyze demand, ensuring adequate resourcing, and reviewing performance to optimize support access and efficiency.
5. Identifying issues, escalating appropriately, and overseeing timely resolutions while keeping colleagues informed.
6. Conducting team meetings and encouraging personal development.
7. Managing IT assets and staging support.
8. Maintaining sound knowledge of user access, ITIL, and JML processes.
9. Managing stakeholder relations for onsite moves, adds, and changes.
10. Collaborating with the Head of Support to produce service packs and proactively manage SLA adherence.
11. Having experience in a similar role.

If this role interests you, please apply now.

• JD Sports - Head Office, Warwick House, Bury, Bury, United Kingdom