Service Desk Level 2 Team Leader

JD GROUP; Bury; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is looking for a Service Desk Level 2 Manager to lead their IT Service Desk team in Bury. This pivotal role involves overseeing a dedicated group of engineers, ensuring top-notch support for a global user base of over 90,000 colleagues. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a passion for developing team members. Join a forward-thinking company that values innovation and personal growth, and help shape the future of IT support within the organization.

Qualifications

• Experience managing a second line IT Service Desk.
• Strong knowledge of ITIL processes and service management.

Responsibilities

• Lead a team of engineers to deliver exceptional IT support.
• Manage stakeholder relations and ensure SLA adherence.

Skills

Team Leadership

ITIL Processes

Stakeholder Management

Data Analysis

Education

Relevant IT Certification

Bachelor's Degree in IT or related field

Job description

Service Desk Level 2 Manager Bury Head Office:

Overview

We are seeking a Service Desk Team Leader to oversee our second line IT Service Desk in Bury, based on-site. The role involves managing a shift pattern covering approximately 10 engineers.

Key Responsibilities

1. Lead, coach, and develop the team to deliver exceptional service, meeting the needs of colleagues and supporting our journey to make JD Group's IT department best in class.
2. Support a global user base of over 90,000 colleagues, with integration to Service Desks in our Distribution Centre in Rochdale, France, and The Netherlands.
3. Guide engineers to support colleagues via telephone, email, or self-service systems, demonstrating role model behaviors and supporting personal development.
4. Act as a subject matter expert, supporting operational queries, developing a knowledge management database, and serving as an escalation point for complex issues.
5. Represent the IT Service Desk within the group, acting as the face of the Service Desk to other departments and colleagues.
6. Utilize data to understand demand drivers, ensure adequate resourcing, and review performance to provide timely and efficient support.
7. Identify issues requiring escalation, coordinate with internal and external support teams, and ensure timely resolutions while keeping colleagues informed.
8. Conduct team meetings and promote personal development.
9. Manage IT asset staging and support.
10. Maintain sound knowledge of user access, ITIL processes, and Joiners, Movers, Leavers (JML).
11. Manage stakeholder relations for onsite moves, adds, and changes.
12. Collaborate with the Head of Support to produce service packs and proactively manage SLA adherence.
13. Previous experience in a similar role is required.

If this role interests you, please apply now.