IT Service Desk Team Leader

6 months ago

London, 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. We present an ideal opportunity for someone who is passionate about technology and wants to deliver the absolute best that they can and keep innovation at the forefront. There is a wealth of opportunity for training as well as on the job learning. We have a £5,000 per head annual training budget within IT, as well as bonus schemes including our Frasers Champion where 8 peer nominated winners earn double their monthly salary for their outstanding performance.

**Job Description**:
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.

This role is based on-site 5 days a week at either our London or Basingstoke office, with monthly travel to our Shirebrook Head Office and other office locations.

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.

**Qualifications**:
We are looking for someone who is:

- Experienced and confident leader who will elevate the team
- Experienced with Service Desk policies and processes.
- Able to manage pressured 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.

Additional Information

An opportunity like this at Frasers Group 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
- ** Be relevant **to our people, our partners, and the planet

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