IT Service Desk Manager

2 days ago


Rochdale, Rochdale, United Kingdom Naylor's Equestrian Llp Full time

Job Title: IT Service Desk Manager

Salary: £28,000 - £38,000 per annum

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues across several retail fascias in over 30 markets around the world.

About the Role

We are seeking an experienced IT Service Desk Manager to join our IT team. As a key member of our support team, you will be responsible for providing day-to-day supervision of our IT Service Desk, overseeing all IT Service Desk processes, including service requests, incidents, and escalations.

Key Responsibilities
  • Pro-active ownership of user issues and service requests, actively managing, investigating, and conducting the process to resolution, ensuring all SLA's and escalation points are met
  • React to and escalate incoming incidents, facilitating incident resolution with internal support teams and external third parties
  • Engage with clients to set and manage expectations in relation to service levels

You will be responsible for mentoring the team and acting as a point of reference to business users while clearly communicating progress and improvement plans.

About You

To be successful in this role, you will have experience working with Incident & Problem management and hands-on experience in a busy Service Desk environment.

We offer a competitive salary package, including incremental holiday allowance, staff discount on qualifying purchases across Group retail stores and online, exclusive colleague bike discount scheme, discounted gym membership, personal development opportunities to learn and develop at work, access to Apprenticeships and accredited qualifications.


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