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
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