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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.
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