Reporting into the Head of Systems, Services &
Operations you will play a crucial role, leading the delivery of outstanding
support to your colleagues across Stores, Distribution Centre (DC) and
Support Centre (SC) as well as supporting our website.
You’re a natural communicator who enjoys keeping
your colleagues in the loop, ensuring they feel their issues are understood
and giving them the confidence the issues will be resolved. You thrive on seeing
incidents & problems through to resolution, spotting trends and holding the
Technology Service Desk to the highest best practice standards. You keep up
to date with technology, enjoy getting into the detail and owning issues.
You lead from the front, take pride in the services
your team delivers and challenge the status quo.
This is an exciting opportunity for an ambitious,
technically minded and customer focused Service Desk Team Leader to join our
evolving Technology Services team. About the role The
purpose of the role is leading and coordinating the Technology Service Desk and
Outsourced Service Providers to effectively manage incidents and requests. Restoring
service or fulfilling requests as quickly as possible whilst communicating with
all relevant stakeholders. The key responsibilities are; Leadership Leading
the team through regular performance/welfare check ins, the creation of a
skills matrix, personal development plans and effective performance management.
Managing the rota to provide adequate service availability that aligns with
business demand. As a hands on leader stepping in and actively taking tickets
showing the team what good looks like when required. Service Management Responsible
for the operational performance metrics of both the service and individuals.
Publishing regular service reports that provide a transparent view of
performance. Implementing service improvement plans where required. Monitoring
day to day activities and stepping in to stop potential escalations or SLA
breaches. Responsible for Incident Management, Problem Management, Request
Management and Knowledge Management. Supplier Management Holding
regular incident reviews with key suppliers to manage SLAs, escalations and
aged tickets. Raising service improvement opportunities with the suppliers that
reduce cost or improve service performance. Escalation Management Managing
escalated incidents ensuring the escalator, resolver and technology leadership
are updated regularly on the progress of escalations. Communicating clearly,
setting expectations and prioritising effectively. Processes Constantly
creating, refining and improving Technology Services processes to deliver a more
efficient service. Security Responsible
for ensuring services are delivered in alignment with best practice cyber
security standards. Asset
Management
Responsible for ensuring the Technology Service Desk
keep an accurate record of assets and state changes.
Mandatory skills sought ·
Demonstrable experience
leading a Service Desk in a multi-site, enterprise environment with some
outsources services ·
Supportive
leadership style, developing people and suppliers. ·
Excellent team
player, flexible, responsive, takes ownership in real time environment including
out of hours. ·
Ability to prioritise
a high work load, analyse the impact of issues on the business and proactively
communicate. ·
ITIL Foundation or
Service Desk Institute certified. ·
Technology
certification such as MCSA, CompTIA A+, Security+, IT Diplomas etc. ·
Strong
communication skills with an ability to discuss technical subjects with a
non-technical audience. ·
Resilience to
issues, perceptions and escalations. ·
Experience of
shift rota design. ·
Experience of
owning competency frameworks / skills matrix. Desirable skills sought ·
Retail technology
experience, ideally in a leadership capacity. ·
Application
Support experience working closely with a development team. ·
Exposure to
infrastructure concepts such as Active Directory, VMWare, WAN/LAN etc.
·
Experience with ITSM
implementations such as Manage Engine.
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