Technology Service Desk Team Leader

Location

Hybrid: 3 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill.

Why The Works?
We don’t just sell products. We inspire reading, learning, creativity and play.

The Works . It literally means everything. And whatever your story or background, we’re all about unlocking imagination and making creativity accessible to everyone.
Whether you’re engaging with customers on the frontline or supporting our colleagues behind the scenes, your impact can be profound and far-reaching.

This is more than toys and books and art supplies. This is about inspiring people to read, learn, create and play. So, with the right passion, it all starts with you.

Become a Technology Service Desk Team Leader

You will leverage your technical expertise and leadership skills to ensure the smooth operation of our service desk. You will be responsible for managing incidents and problems, identifying trends, and implementing best practices to maintain the highest standards of service. Your ability to communicate effectively and keep your colleagues informed will be crucial in building trust and confidence in our technology services.This is an exciting opportunity for a motivated and customer-focused individual to make a significant impact within our evolving Technology Services team. If you thrive in a fast-paced environment and are committed to continuous improvement, we want to hear from you

Reporting into the Technology Service Delivery Manager, you will play a crucial role, leading the delivery of outstanding support to your colleagues across our Retail stores, Distribution Centre, and Support Centre.

You’re a natural communicator who is obsessed with keeping colleagues in the loop, ensuring they feel their issues are understood to give them the confidence their issues will be resolved. You thrive on seeing incidents & problems through to resolution, spotting trends and holding the Technology Service Desk to the highest best practice standards. You keep up to date with technology, enjoy getting into the detail and owning issues. You lead from the front; take pride in the services your team delivers and challenge the status quo.

This is an exciting opportunity for an ambitious, technically minded and customer service focused Service Desk Team Leader to join our evolving Technology Services team.

Your Mission

• • Lead and Coordinate: Drive the Technology Service Desk to effectively manage incidents and requests, ensuring seamless operations.
  • Swift Service Restoration: Restore services and fulfil requests promptly while keeping all relevant stakeholders informed.
  • Collaborative Performance Management: Partner with the Service Desk Manager to conduct regular performance and welfare check-ins, manage a skills matrix, and develop personal growth plans.
  • Optimised Team Scheduling: Manage the team rota to ensure service availability aligns perfectly with business demands.
  • Step Up When Needed: Deputise as required, showcasing your leadership and adaptability.
  • Achieve Operational Excellence: Ensure both service and individual performance metrics are consistently met.
  • Transparent Reporting: Assist in publishing regular service reports that provide a clear view of performance.
  • Drive Service Improvements: Contribute to the implementation of service improvement plans, enhancing overall efficiency.
  • Proactive Monitoring: Oversee daily Service Desk activities, stepping in to prevent potential escalations or SLA breaches.
  • Comprehensive Management: Take charge of Incident Management, Problem Management, Request Management, and Knowledge Management.
  • Innovate and Improve: Continuously create, refine, and enhance Technology Services processes, leaving your mark on the organisation.
  • Accurate Asset Tracking: Ensure the Service Desk maintains an accurate record of assets and state changes.

Skills/Behaviours That Will Set You Apart

Essential experience:

• Proven Leadership: Demonstrable experience in leading a team, inspiring and guiding them to success.
• Team Player: Excellent team player who is flexible, responsive, and takes ownership of tasks.
• Prioritisation and Communication: Ability to prioritise a high workload, analyse the impact of issues on the business, and proactively communicate.
• Technical Certification: Technology certification such as MCSA, CompTIA A+, IT Diplomas, or industry-relevant experience.
• Effective Communication: Strong communication skills with the ability to discuss technical subjects with a non-technical audience.
• Schedule Management: Experience in managing team schedules to ensure optimal performance.
• Driving Licence: Possession of a driving licence and own transport.

Desirable:

• Retail Technology Experience: Previous experience in retail technology, bringing valuable insights to the role.
• Infrastructure Knowledge: Exposure to infrastructure concepts such as Active Directory, VMWare, WAN/LAN, etc.
• ITSM Management: Experience with IT Service Management (ITSM) tools and practices.
• Certifications: ITIL or SDI Certified, showcasing your commitment to industry standards.
• Apple OS Experience: Familiarity with Apple OS, adding versatility to your technical skill set.

Being a great leader 

As a great leader with wonderful people skills, you'll create an environment that's more than just co-workers — it's a team.
• Align Goals with Values : Ensure that your team’s goals are clearly connected to the company’s values and purpose. This helps colleagues see the bigger picture and understand how their work contributes to the overall mission.
• Clear Communication : Ensure that your team understands the goals, expectations, and their roles. Regularly share updates, encourage open dialogue and have regular check-ins.
• Role Model : Lead by example. Demonstrate the behaviours and attitudes you expect from your team, such as punctuality, responsibility, and being a brand ambassador.
• Provide Feedback : Offer constructive feedback regularly. Recognise achievements and address areas for improvement in a supportive and continuous growth manner.
• Empower Your Team : Delegate tasks and trust your team to handle them. This builds confidence and promotes professional growth.
• Conflict Resolution : Address conflicts promptly and fairly. Foster an environment where issues can be discussed openly and resolved amicably.
• Empathy : Understand and consider the feelings and perspectives of your team members. This helps in building strong, supportive relationships
And let's not forget about the most important part… your team's well-being and aspirations. You'll be their biggest supporter, cheering them on. You'll have amazing everyday conversations with your team, discussing everything from their performance to their wildest career aspirations.

Our PERKS really are ‘The Works’

• 25% Colleague Discount - Plus, exclusive Double Discount days
• MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more
• Holiday – 33 days including bank holidays.
• Holiday Purchase - Purchase an additional 5 days
• Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.
• Wagestream - Claim early access to 50% of your wages as you earn them – for when ‘life’ happens
• Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works
• 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more
• Healthcare Cash Plan – To support your everyday healthcare costs
• And loads more – Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Our Purpose

To inspire reading. learning, creativity and play - making lives more fulfilled.

Our Values

We are Crafty | We are Caring | We are Can-do

We Listen. We Care

Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what’s going great, and what needs a couple of tweaks to help make The Works the best place you’ve ever worked You’ll have opportunity to help give us that direction.

Promoting Diversity, Inclusion, and Applying Reasonable Adjustments

At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ+ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term).

We are open to discussing part-time and flexible working and, where possible, will try to support this. If you need reasonable adjustments to apply for this role, please contact and we’ll be happy to help

#LI-Hybrid

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