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Information Technology Help Desk Manager

2 months ago

Hendon, United Kingdom GAIL's Full time

Purpose of the role

  • A hands-on role to lead and deliver service level agreements with the wider business and drive change for the Help Desk.
  • Suggest and drive improvements in processes and technology. We are looking to roll out AI driven support and self help as part of move to a next generation helpdesk project.
  • Successfully triage tickets and deliver self-help solutions and recommendations.
  • Own and manage the laptops and hardware policies
  • Own and manage mobile phone policy
  • Maintain asset registers.
  • Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.
  • Manage team of Technology Help Desk analysts.
  • Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.
  • Co-ordinate Technology requirements with GAIL’s New Bakery Openings and refurbishments including but not limited to: connectivity, hardware, liaising with relevant third parties (e.g. Verifone, merchant acquirer) working with other internal teams (e.g. Ops, Central Support).


Areas of responsibility

  • Reporting to the Chief Technology Officer.
  • Lead, work flexibly and be part of the on-call rota.
  • Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
  • Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
  • Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver a great service
  • Provide Hardware and Software support both locally and remotely for the Group
  • Assist with any pertinent ongoing projects across the Group
  • Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
  • Manage your ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s)
  • Liaise with and escalate issues to 2nd and 3rd line technicians including 3rd parties where appropriate
  • Support users on iOS technologies and cloud applications
  • Possible travel to other units in Hendon and GAIL’s bakeries to resolve issues requiring intervention
  • Supervision of team members, ensuring work is allocated and completed effectively and to the required standards
  • Deputise when necessary


And you the missing ingredient...

  • Sound knowledge and experience of supporting a wide range of IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)
  • Strong organisation skills, personally and professionally with 3+ years experience in a similar role.
  • “Can do” outlook and approach to work.
  • Technology qualifications / certifications a bonus.
  • Excellent written and verbal communication skills
  • Experience of working accurately and confidently with service desk tools and technology such as remote access and knowledge resources
  • Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
  • Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.
  • Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
  • Demonstrably provide excellent customer service to business functions
  • Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
  • An ability to think critically about systems and to adjust consistently as needed
  • Ensuring that all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved
  • Willingness and ability to learn about standard and bespoke applications


Please note this role is based in Hendon