Service Desk Level 2 Team Leader

TN United Kingdom; Bury; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is looking for a Service Desk Team Leader to oversee their second line IT Service Desk. This pivotal role involves leading a team of engineers, managing service levels, and ensuring that deliverables meet the needs of over 90,000 colleagues worldwide. You will act as a subject matter expert, promote knowledge management, and utilize data analytics to enhance performance. If you have prior experience in a similar role and are passionate about developing teams, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• Prior experience in a similar role is required.
• Sound knowledge of ITIL processes and user access management.

Responsibilities

• Lead and develop a team of second line IT Service Desk engineers.
• Manage service levels and ensure deliverables meet colleagues' needs.
• Act as a subject matter expert and escalation point for complex issues.

Skills

Team Leadership

ITIL Processes

Data Analytics

Stakeholder Management

Knowledge Management

Education

Relevant IT Certifications

Bachelor's Degree in IT or related field

Job description

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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, based on-site, covering a shift pattern with approximately 10 engineers.

You will lead, coach, and develop your team, manage service levels and commitments, and ensure deliverables meet the needs of our colleagues, aiming to make JD Group's IT department 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.

• Support our colleagues via telephone, email, or self-service, leading by example, inspiring through leadership, and assisting with their personal development and career growth.
• Act as a subject matter expert, promoting knowledge management, supporting operational queries, and serving as an escalation point for complex issues.
• Represent the IT Service Desk within the group, acting as the primary contact for other Service Delivery departments and colleagues.
• Use data analytics to understand demand patterns, ensure adequate resourcing, and review performance to provide timely and efficient support.
• Identify issues requiring escalation, coordinate with relevant support teams, both internal and external, and ensure timely resolution and communication with colleagues.
• Conduct team meetings and promote personal development.
• Manage IT assets and staging support.
• Maintain sound knowledge of user access, ITIL processes, and Joiners, Movers, Leavers (JML).
• Manage stakeholder relations for on-site moves, additions, and changes.
• Collaborate with the Head of Support to develop service packs and proactively manage SLA adherence.
• Prior experience in a similar role is required.

If this role interests you, please apply now.