Service Desk Level 2 Team Leader

JD Sports Fashion Plc; Bury; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is looking for a Service Desk Level 2 Manager to lead a dedicated team in Bury. In this pivotal role, you'll oversee the IT Service Desk operations, ensuring exceptional support for over 90,000 colleagues globally. Your leadership will drive team development and service excellence, while your expertise in ITIL practices and data analytics will help optimize performance and staffing. This is a fantastic opportunity to make a significant impact in a dynamic environment, where your contributions will enhance IT services and support a thriving workforce.

Qualifications

• Proven experience in managing IT Service Desks with a focus on customer satisfaction.
• Strong understanding of ITIL practices and service improvement methodologies.

Responsibilities

• Lead and develop a team of IT Service Desk engineers, ensuring high-quality support.
• Utilize data analytics to optimize staffing and improve service delivery.

Skills

ITIL Practices

Leadership

Data Analytics

Team Management

Customer Support

Education

Relevant IT Certifications

Bachelor's Degree in IT or Related Field

Tools

Service Desk Software

Data Analytics Tools

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 in Bury, managing a team of approximately 10 engineers on a shift basis.

You will lead, coach, and develop your team, ensure service levels and commitments are met, and deliver exceptional support to our colleagues, aiming to make JD Group's IT services best in class.

Your team will be an essential 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.

1. Support colleagues through various contact channels—telephone, email, or self-service—by demonstrating exemplary leadership and fostering personal development and career growth.
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 primary contact for other Service Delivery departments and colleagues.
4. Utilize data analytics to understand demand patterns, ensure adequate staffing, and review performance to provide timely and efficient support.
5. Identify issues requiring escalation, coordinate with internal and external support teams, and oversee resolution processes to ensure timely updates to colleagues.
6. Conduct team meetings and promote personal development initiatives.
7. Manage IT assets and staging support.
8. Maintain sound knowledge of user access, ITIL practices, and Joiners, Movers, Leavers (JML) procedures.
9. Manage stakeholder relations for on-site moves, additions, and changes.
10. Collaborate with the Head of Support to develop service improvement plans and monitor SLA adherence.
11. Prior experience in a similar role is required.

If this role interests you, please apply now.