Location: We welcome applications from those looking to work on site at the Distribution Centre in Stafford.
About the Role
At Pets at Home, we’re constantly adapting to transform pet care. Our transformation programme is shaping, building, and delivering our next generation holistic pet care service. Our goal is a fully personalised customer experience that integrates pet care across store, multi-channel and vets to deliver a seamless service. The ambition, scale and variety of our work sets us apart, and we’re backed by unprecedented investment, including in our state-of-the-art Distribution Centre that provisions stock across our entire estate as well as directly to our customers at home.
We are looking for a Team Leader to lead our Distribution Centre IT Service Desk, to be based at our offices at Stafford. If you are a passionate, proactive and customer focused leader with proven leadership experience in an IT environment, then we would love to hear from you.
As IT Service Desk team leader, you’ll lead, coach and develop our people, manage our service commitments and deliverables to meet the needs of our Distribution Centre Colleagues, and strive to continually uplift our service offering, delivering exceptional service for our dedicated Colleagues.
Your role and team will be an integral part of our wider IT Service Desk, which is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 3 Support Office buildings and Distribution Centre. We support a variety of services to our Colleagues, from Password Resets and Office 365 support to software installations and hardware faults.
Key Responsibilities
1. Our Service Desk analysts are here to support our Colleagues, however they choose to contact us, via telephone, email or through our self-service system. Your role is to lead them through role model behaviours, inspire them through great leadership and support them with their personal development and their own career journey.
2. As a subject matter expert and through promotion and development of a knowledge management database, supporting your team with operational queries and being an escalation point for more complex queries.
3. Representing the IT Service Desk. Being the face of the Service Desk for other Service Delivery departments and our Colleagues.
4. Using data to understand our demand drivers and ensure we are resourced sufficiently to meet demand. Constantly reviewing our performance in order that our Colleagues have the access to the support they need, when they need it, as efficiently as possible.
5. Identifying issues that need further help and supporting with escalating appropriately to the relevant support teams, both internally and with external 3rd Parties, overseeing to ensure that resolutions are timely, and our Colleagues are kept up to date with progress.
6. Requirement to participate in an on-call rota (additional benefit payments apply).
7. Conduct team meetings and encourage personal development for the team.
8. Financial Management – Working with Suppliers & raising Purchase Orders.
9. Managing Stakeholder relations for onsite changes.
About You
1. You will be a passionate, energetic and proactive leader of people and will have worked in a similar role previously.
2. You will have worked in an ITIL process driven environment, following Incident, Request, Knowledge, Change, Problem and Asset Management processes.
3. You’ll have great interpersonal and communication skills, to liaise with your team, and Colleagues clearly and consistently.
4. You will understand what great Customer Service looks and feels like and be able to replicate that experience within your teams.
5. You’ll be organised with great time management skills which will enable you to prioritise and organise your own workload as well as that of the team. The IT Service Desk is a dynamic and busy environment where priorities can change quickly to respond to our Colleagues needs. A level head and logical approach to workload will help you to manage and respond appropriately.
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
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