IT Service Desk Team Leader

4 days ago


Antrim, United Kingdom SCRUFF Full time

**Company Description**:
Frasers Group started as a small store in Maidenhead in 1982 and from there, grew to become a global powerhouse. We are now a collection of the world’s most iconic brands.

We’re reimagining retail and believe the higher the risk, the greater the reward. We’ve never been afraid to push forward and change the way the industry operates, diversifying our portfolio and elevating stores. We’re not sitting back - there’s no room for hesitation.

This is an exciting opportunity for an experienced analyst wanting to transition their career into IT management. Using their knowledge and experience the Service Desk Team Leader will provide structure and direction to a new team of Service Desk Analyst’s with a hands-on approach.

You will provide management and leadership to the team, taking charge of one-to-one performance review meetings and appraisals, setting workload and playing a key role in leadership of the team on a day-to-day basis. You will also be a point of escalation for the Service Desk Analysts and work into the team.

As part of this role your daily tasks will be to take responsibility of escalations from the IT Service Desk and help 3rd line teams with projects:

- Providing technical expertise to the IT Service Desk.
- Approving and Maintain Knowledge Base Articles.
- Responsible for hiring and onboarding of new staff.
- Responsible for all tickets assigned to the Service Desk queue.
- Coaching and mentoring Service Desk team.
- Identify & drive Service Desk continual service improvement initiatives.
- Developing Service Desk procedures.
- Providing feedback through one-to-one performance reviews & appraisals.
- Direct line management for a team of up to 10 Service Desk Analysts.

**Qualifications**:

- Experienced and confident leader.
- Hands on leader who will elevate the team.
- Be an excellent role model.
- Experienced with Service Desk policies and processes.
- Able to manage self and others during pressured situations.
- Diplomatic when faced with issues.
- Excellent troubleshooting skills.
- Be proactive in daily work.
- Able to make confident decisions and delegate work efficiently to maximize output.
- Excellent time management and organization skills.
- Great understanding of IT Security processes.
- Great communication skills with the ability to talk to any level of authority

**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 it
- Not hesitate and act with purpose
- Be commercial and customer-focused.



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