See more Collapse

IT Service Desk Manager

2 months ago

St Neots, United Kingdom Lifeplus Full time

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.


We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.


At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.


Job Purpose:


Reporting directly to the Head of IT, the IT Service Desk Manager role is designed to run the day-to-day operation of the European IT Service Desk. This role is responsible for providing a professional Service Desk function to all areas of the business, along with workforce planning and SLA achievement for the 1st and 2nd Line roles. The role will be responsible for maintaining the out of hour’s on-call rotation, support escalations and IT Incident notifications.


The role will include but is not limited to:


  • Manage the day to day running of the Service Desk team to ensure desired SLAs are achieved and expectations are met or exceeded through evaluating performance
  • Responsibility for overseeing and monitoring the Jira ticket system. This also includes any maintenance, updates and suggested process changes to improve productivity.
  • Provide effective leadership and motivation to the team to enable problem solving for all customer requests with the emphasis on a first-time resolution approach, working repeated issues through to problem management if necessary.
  • Maintaining best practice within the Service Desk, continue to evaluate and innovate improvements to enhance the customer experience
  • Plan and oversee the Service Desk working hours to ensure the desired SLA from the business can be met
  • Produce and analyse Service Desk KPI’s that will be reported to management. Also provide weekly & monthly reporting of the team’s productivity
  • Encourage development within the Service Desk team to ensure they are up to date with current changes in the IT space, the latest technology and to ensure documentation is kept up to date.
  • Act as a point of escalation and technical resource for complex tickets or requests


Candidate Profile:


  • Flexible and enthusiastic approach to work, with exceptional attention to detail.
  • Solid technical background, with the ability to communicate clearly to a non-technical audience at all levels.
  • Strong understanding of ITIL Frameworks.
  • Ability to work under pressure and to prioritise workload to meet the business’s needs.
  • Ability to work under own initiative as well as collaboratively.
  • Proven strong customer relationship and negotiation skills
  • Proven ability to innovate and drive service roadmaps
  • Excellent interpersonal and communication skills, including written and presentation skills
  • Be able to demonstrate IT related problem-solving skills and mentor 1st and 2nd Line.
  • Demonstrable technical experience of working in a fast pace IT environment
  • Demonstrable experience of working in a management role
  • Previous exposure to working with IT Helpdesk / Ticketing software
  • Exposure to IT incident management
  • Desired – ITIL Foundation Certified or higher
  • Desired – Microsoft Certified to MCP level or higher Desired – CompTIA Certifications


The values you’ll stand by:


  • Be generous with your knowledge, knowledge is only powerful if you share it with others.
  • Bring integrity, listen first and then speak.
  • Embrace transformation, be brave – it’s easier to stick to what you know but we learn from our mistakes.
  • Have quality at the heart of what you do, always give your best and expect the same from others in return.


What we offer you:


  • Rewarding salary packages
  • Contributory pension scheme of up to 6%
  • Opportunity to buy & sell holiday
  • Gym membership discounts
  • Contributory hospital and health cash plan
  • Cycle2Work scheme
  • Eye care vouchers
  • Free monthly Lifeplus nutritional and personal care products
  • Life assurance
  • Discounts at leading brands and retailers


Hours and Days:


  • 37.5 hours per week, Monday to Friday


Location:


  • Lifeplus House, Eaton Socon
  • Hybrid working: 3-4 days per week in the office


The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.


  • Please note: The successful applicant will be required to undertake a criminal record check.
  • Please advise us in advance if you have any special requirements if you are asked to attend an interview.

We have other current jobs related to this field that you can find below

  • IT Service Desk Manager

    3 months ago

    St Neots, United Kingdom Lifeplus Full time

    Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them. We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who...

  • Trainee Service Desk Employee

    2 months ago

    St. Neots, United Kingdom Perfect Octave Ltd Full time

    Are you a tech-savvy individual with a passion for problem-solving and a desire to kick-start your career in Audio Visual and IT support? We have a fantastic opportunity for you! Join our team as a Trainee Service Desk Employee and embark on a journey of growth and learning in the dynamic world of AV-IT technology. At **Perfect Octave** we are a leading...

  • Hire Desk Controller

    2 months ago

    St. Neots, United Kingdom Redwood Appointments Full time

    **Hire Desk Controller** A great new role has come in for a Hire Desk Controller for a market leading supplier of non-mechanical products for hire and sales. The main purpose of this role is to be the main point of contact for customers seeking to hire equipment. **What will the right person look like?** **What will you be doing?** - First point of...

  • IT Service Desk Support

    2 months ago

    St Albans, United Kingdom Skechers Full time

    Company Description **About Skechers** A multi-billion-dollar, award-winning global brand, Skechers designs and develops lifestyle and performance product known for style, innovation, quality and comfort. With international business representing more than half of its total sales, Skechers has product available in more than 170 countries and significant...

  • IT Service Desk Support

    2 months ago

    St Albans, United Kingdom Skechers Full time

    **About Skechers** A multi-billion-dollar, award-winning global brand, Skechers designs and develops lifestyle and performance product known for style, innovation, quality and comfort. With international business representing more than half of its total sales, Skechers has product available in more than 170 countries and significant opportunities for...

  • IT Service Desk Team Lead

    1 day ago

    St Albans, United Kingdom Partnur Full time

    IT Service Desk Team Lead – Permanent - £45,000 to £55,000We have an exciting opportunity for a Service Desk Lead to join a growing company. You will have responsibility for leading a service desk team as well as ensuring customer issues are resolved in a timely fashion and to the require standard.This is an onsite role, working Mon-Fri with out of hours...

  • IT Service Desk Analyst

    3 weeks ago

    St Albans, United Kingdom Allstaff Recruitment Full time

    We have an exciting opportunity for an IT Service Desk Analyst based in St Albans to join one of our clients on a full-time 3-month fixed term contract basis initially. Our client has an excellent reputation and are one of the top 40 accountancy practices in the UK. This role requires some travel to their other sites in Milton Keynes, Rickmansworth and...

  • Hire Desk Co-ordinator

    2 months ago

    St. Neots, United Kingdom 1st Choice Recruitment Full time

    Hire Desk Controller based Near St Neots £24 - £30k plus Bonus Scheme. About you.. This position is an office-based position, within a busy but relaxed atmosphere. We are looking for applicants who are well presented with excellent customer service skills and a professional manner. If you are comfortable in customer service and sales situations, can...

  • Hire Desk Controller

    4 weeks ago

    Saint Neots, United Kingdom Shepherd Stubbs Full time

    My client is a market-leader in supply of equipment to industries such as Construction & Events, Civil Engineering & Utilities, and they seek a Hire Desk Controller to join their friendly team near Bedford. They are a dynamic and quickly growing business and looking for an enthusiastic and hardworking individual to join their growing team on a full-time...

  • Hire Desk Controller

    4 weeks ago

    Saint Neots, United Kingdom Shepherd Stubbs Full time

    My client is a market-leader in supply of equipment to industries such as Construction & Events, Civil Engineering & Utilities, and they seek a Hire Desk Controller to join their friendly team near Bedford. They are a dynamic and quickly growing business and looking for an enthusiastic and hardworking individual to join their growing team on a full-time...

  • Hire Desk Controller

    3 months ago

    St Helens, United Kingdom Redwood Appointments Full time

    **Hire Desk Controller** A great new role has come in for a Hire Desk Controller for a market leading supplier of non-mechanical products for hire and sales based in St Helens. The main purpose of this role is to be the main point of contact for customers seeking to hire equipment. **What will the right person look like?** **What will you be doing?** -...

  • Supply Teacher

    2 months ago

    St Albans, United Kingdom Supply Desk Full time

    Role: Supply TeacherLocation: St Albans, HertfordshireContract: part time, flexibleStart: September 2024Salary: Paid to ScaleTHE ROLE:Teach daily in various schools.Travel to assigned schools on short notice.Adapt teaching to meet the educational needs of individual students and groups.Adjust pre-planned lessons based on class requirements.Maintain high...

  • English Teacher

    3 weeks ago

    Chalfont St Peter, Buckinghamshire, United Kingdom Supply Desk Full time

    Are you passionate about delivering English to students who are engaged? English Teacher - ECT's Welcome Supply desk are currently seeking an English Teacher for work within a fantastic school in the Chalfonts area. English Teachers are crucial in the development of our next generation. We are proud to be servicing the local area of Buckinghamshire...

  • Supply Teacher

    4 weeks ago

    St. Albans, United Kingdom Supply Desk Remote Work Freelance Full time

    Role: Supply TeacherLocation: St Albans, HertfordshireContract: part time, flexibleStart: September 2024Salary: Paid to ScaleTHE ROLE: Teach daily in various schools.Travel to assigned schools on short notice.Adapt teaching to meet the educational needs of individual students and groups.Adjust pre-planned lessons based on class requirements.Maintain high...

  • English Teacher

    3 weeks ago

    Chalfont St Peter, Buckinghamshire, United Kingdom Supply Desk Full time

    Are you passionate about delivering English to students who are engaged? English Teacher - ECT's Welcome Supply Desk are currently seeking an English Teacher for work within a fantastic school in the Chalfonts area. English Teachers are crucial in the development of our next generation. We are proud to be servicing the local area of Buckinghamshire with...

  • System Support Desk Officer

    1 month ago

    St Helens, United Kingdom St. Helens Council Full time

    **Job Description**: We Are St Helens Borough Council Located in the heart of the North-west close to Liverpool, Manchester and Lancashire, St Helens is a transformational Council, which is passionate and ambitious for the communities we support. We provide a wide range of local authority services to the residents, businesses, schools, and visitors to the...

  • Year 5 Educator

    18 hours ago

    St Albans, Hertfordshire, United Kingdom Supply Desk Full time

    Employment Type: Full Time, Temporary to PermanentWe are delighted to collaborate with a nurturing and evolving educational institution. This establishment is currently seeking a Qualified Year 5 Educator.ABOUT THE INSTITUTIONThis institution stands out as a remarkable establishment that fosters a vibrant and engaging atmosphere, offering numerous...

  • Educational Supply Facilitator

    13 hours ago

    St Albans, Hertfordshire, United Kingdom Supply Desk Full time

    Contract Type: Part-time (Flexible)If you are looking for a role that offers flexibility for personal development or seeking to gain insights into the educational field, this position is tailored for you. Whether you are re-entering the teaching profession or embarking on a new career path, daily supply teaching roles simplify the process. With no lesson...

  • Literature Educators

    20 hours ago

    St Albans, Hertfordshire, United Kingdom Supply Desk Full time £23,350 - £47,839

    Position: Literature Educator Employment Type: Full Time, Temporary to PermanentAre you passionate about the English language? We are excited to collaborate with a unique, supportive, and inclusive educational institution. This establishment is dedicated to fostering a nurturing environment and is currently seeking both Qualified and Unqualified Literature...

  • Front Desk Agent

    3 months ago

    St. Andrews, United Kingdom FAIRMONT Full time

    Company Description Fairmont St. Andrews encapsulates luxury and this experience begins and ends with our colleagues. Fairmont St Andrews is one of Scotland’s most iconic 5-star luxury hotels and resorts in the home of golf. Our 213-bedroom property is located on the outskirts of St Andrews, boasting 2 championship golf courses and an award-winning spa...