Service Desk Team Leader

5 days ago

Wellingborough, United Kingdom Dr Martens Full time

We’re always on the lookout for people who share our ambition — passionate, driven people with fire in their hearts. Do you think you have what it takes?

**THE GIG**

This is a fantastic opportunity in our organisation. Responsible for the EMEA IT Service Desk, your role will set the standard for a global operation. You will be integral to the lifecycle of all incidents and request.

As an experienced Service Desk lead, you will help drive a culture of service excellence within the team, ensuring that customer experience is at the forefront of the teams’ decision making and interactions. You will provide direction and inspiration to your team, driving employee engagement and ensuring the team are communicated with effectively. Outwardly you manage stakeholders excellently and collaborate brilliantly.

With our business strategy front of mind, you will be responsible for identifying and implementing improvements to processes, driving efficiencies, and promoting a shift left culture to ensure that the team are responsive to our customers, engaged and are actively developing within their roles.

This role is On-site

**THE STUFF THAT SETS YOU APART**
- You will ensure that ticket queues are managed, and SLA levels exceeded.
- You have experience of setting up triage processes and making them efficient, to meet the delivery needs of the customers.
- With our culture and employee engagement top of your agenda, you’ll partner with other managers across the team to cultivate an environment where our people can perform at their best.
- Aid in agreeing the Key Performance Indicators (KPIs) for Critical Services that the Service Desk will deliver.
- Ensuring defined Service Level Agreements (SLAs) are within thresholds for our key services.
- Ensure processes are in place so that core elements of services are documented to enable effective triaging by the service desk team.
- Ensure tickets are logged accurately and call queues are managed efficiently.
- Proactively monitoring all key and critical services within the estate to ensure uptime as close to 100%
- Report on core elements of services to identify trends, to be able to reduce first time fix rates.
- Working with the Service Delivery team ensure the effective transition of new technologies to business as usual.
- Point of escalation in the team where necessary.
- Responsible for ensuring joiners, movers and leavers processes is followed successfully and audited without error.
- Ensure all staff have appropriate training and personal development plans are evolved to meet future requirements.
- Take the lead and/or support on project work as required.

**OUR FUNDAMENTAL QUALITIES**

It’s never just a job at Dr.Martens. It’s a way of life. We live and breathe our Fundamentals: INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS.
- A change mindset; happy in an environment of continuous review and improvement
- Acts with authenticity, honesty, and integrity
- Can work effectively and collaboratively
- Excellent time management and organisation skills - able to work to agreed timetables and deadlines
- You can maintain focus on the whole life of the service desk. You know how to ensure that a set IT products, suppliers and vendors come together to deliver an IT service.
- You have strong analytical, diagnostic, and problem-solving skills with the ability to absorb new information.
- You’ll have proven experience in ServiceNow.
- You are experienced in asset and configuration management and understand the impacts to the business including service compliance and continual service improvements.
- Proven ability to collaborate, build relationships and influence individuals at all levels as well as with external providers and vendors.

Working for Dr.Martens is everything you’d expect it to be. We’re a diverse, passionate bunch who believe each role is as unique as the person who does it.

**WHAT’S IN IT FOR YOU?**
- Welcome to the family free pair of docs
- 65% off all docs
- We have a dedicated culture team focusing on wellness and charity work across the business
- 2 paid volunteer days per year
- Newly renovated offices working onsite with Made in England factory
- Private healthcare
- Pension contribution
- At Dr. Martens, we are committed to creating an environment where we can all be proud to work and be our best. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age._

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