IT Service Desk Team Leader

**IT Service Desk Team Leader**:
**Job Introduction**:
Are you looking for a new challenge that gives you the chance to provide an added value service? Looking for a company that wants to help further your career in IT, as well as provide you with an exciting, inspiring and fun place to work?

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for

**Role Responsibility**:
As a Service Desk Team Leader, you will be passionate and driven individual who prides themselves on the ability to offer extraordinary customer experiences, accountable for managing and developing the Selfridges IT Service Desk 1st line tier. You will be responsible for helping deliver world class IT services across the Service Desk, incident management, event management and request management. You will support the business ambitions of significant growth over the coming years, with IT being the key driver to underpin the growth plans. Working in partnership with the senior management team and Service Design and Transition you will support the introduction of new operational services to the Service Desk 1st line tier.

As a Service Desk Team Leader, you will:

- Be responsible for leading and managing the IT Service Desk in accordance with service levels and hours of coverage.
- Be responsible for the day-to-day operations of the Service Desk
- Lead the team in providing IT Service Desk facilities to designated Selfridges team members
- Be Responsible for the ITIL-based delivery of the following services to the business and colleagues:

- Service Desk services including call logging, triage and call routing, first time fix, access control, starters and leavers, escalation and communication
- Event Management
- Incident Management
- Request Management
- Problem Management along side the 2nd line tier.
- Change Management
- Service Reporting
- Responsible for ensuring the IT Service Desk resolves all reported incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with published KPI’s and internal SLA’s.
- Responsibility for follow up with the IT Service Owners to ensure that Service Level Agreements are reached and maintained to meet the business needs.
- Responsible for effective communications across the business and internal IT communications with the Senior Managers to establish processes and service level objectives that assure system issues are resolved and team members concerns are addressed via consistent and defined service level expectations.
- Responsible for ensuring supporting processes and documentation are delivered to the appropriate quality in accordance with the business needs identified through SD&T processes in project lifecycle.
- Responsible for maintaining above documentation and processes once handed over to the Service Desk, updating and redistributing where necessary.
- Lead the team as the “front door into IT, the face of IT to the business” - the first point of contact for matters relating to the escalation of incidents and problems.
- Responsible for the implementation and maintenance of a robust knowledge database that includes escalation paths, guides to temporary fixes, solutions and workarounds for known errors or problems.
- A key stakeholder for Operational Risk Management and Technical Debt, reviewing and managing the risk profile of the department and planning remediation in a timely manner.
- Responsible for defining, enabling and analysing performance KPIs to support regular reporting on service quality and improvement recommendations.
- Responsible for following up on post incident reviews, ensuring root cause for all major incidents are understood and corrective actions are captured, tracked, reported and managed to an evidenced conclusion through immediate changes or through a progressive set of SIP actions.
- Responsible for ensuring that Incident and Problem processes are integrated with Change Management to drive planning and reduce service restoration times.
- Responsible for the running of the Change Control process, running the CAB meetings and challenging changes to ensure they have been well thought through, with backout plans and business impact constantly in mind.
- Establish, maintain, improve and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes where appropriate, optimising their activities and ensuring that they are aware of and comply with established best practice.
- Responsible for the definition and analysis of data from Service Management tools to drive service improvement and reporting accuracy, to demonstrate the effectiveness of the delivery of IT services.
- Lead, coach and develop direct reports with regards to their own management skills, including developing, engaging and communicating with the business.
- Create an enviro