IT Service Desk Team Leader

2 weeks ago

Shirebrook, Derbyshire, United Kingdom Frasers Group Full time

Company Description
At Frasers Group we're rethinking retail.

Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally.

As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.


IT at Frasers Group is delivered by the in-house team who are passionate about what they do and are not dependent on outsourced organisations to deliver the core systems.

There is a wealth of opportunity for training as well as on the job learning.


As an IT Service Desk Team Leader, you will play a crucial role in ensuring the smooth operation of the IT service desk and providing exceptional support to end-users.

Your primary responsibility will be to manage and lead the service desk team, fostering a positive and collaborative work environment.

You will conduct regular one-on-one meetings, performance reviews, and appraisals, offering constructive feedback and identifying opportunities for professional development, and onboard new analysts.

With a lead by example approach to behaviours and maintaining a professional culture.

As part of this role, you will also:

  • Monitor reports such as Response times, First call resolution rate and customer satisfaction and take appropriate action to improve performance.
  • Over see day to day service desk operations ensuring that Service Level Agreements (SLAs) are consistently met.
  • Identify recurring issues and escalate to higher Service Desk/IT teams to help reduce workload.
  • Ensuring strict adherence to Service Desk processes, procedures and policies.
  • Act of point of escalation for users experiencing issues that cannot be resolved in a timely manner.
  • Develop and execute training programs to enhance technical skills, product knowledge and customer service skills.
  • Responsible for all tickets assigned to the Service Desk queue.
  • Maintain staffing schedule to ensure adequate coverage during operational hours.
  • Identify & drive Service Desk continual service improvement initiatives.
  • Provide team members with regular 1:1's
  • Rota'd Managerial On-Call duties including absence reporting and a point of contact for escalations which includes evening and weekend availability.
  • To work collaboratively with the wider IT department and business to create strong working relationships.
  • Drive the service desk to work in line with the IT strategy.

This role is based on-site 5 days a week at our Shirebrook HQ.

Qualifications

We are looking for someone who is:

  • Experienced and confident leader who will elevate the team and drive professional behaviours.
  • Experienced with Service Desk policies and processes.
  • Able to manage pressured, fast paced situations.
  • Excellent troubleshooting skills.
  • Able to make confident decisions and delegate work efficiently to maximize output.
  • Excellent time management and organisation skills.
  • Great understanding of IT Security processes.
  • Strong communication skills with the ability to talk to any level of authority.
  • Experience in a people and performance management role.

Additional Information
An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled.

To be able to make the most of it you need to live and breathe our principles:

-
Think without limits and take the team with you
-
Own it and back yourself
-
Be Relevant to people, partners and the planet

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