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.
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