Service Desk Manager

03 Oct 2017
02 Nov 2017
Contract Type
Full Time
Service Desk Manager / Help Desk Manager


Full Time Monday to Friday

Founded by Nitin Passi, Missguided launched as a fast fashion women’s e-tailer in 2009. It is now one of the fastest growing retailers in the world and has quickly become an international fashion source offering the latest in trend-led clothing, shoes, and accessories to women across the globe. Key Responsibilities and Accountabilities:

As the Service Desk Manager, your key responsibility is to support Missguided IT users and production Tech services availability, ensuring incidents, problems, and requests are actioned within SLA. You'll lead a team based in Manchester to ensure that support services are operating to optimum levels help lean and automate processes to build a collaborative culture across Missguided.

Specific Responsibilities and Accountabilities:

•Day-to-day management and performance of the Missguided IT Service desk and team.

•Drive the efficiency and effectiveness of the service desk function - leading by example and fostering a team ethic and 'can-do' approach to problem-solving and customer service.

•Bring fresh thinking and ideas to bear on the whole IT landscape across the company in conjunction with the rest of the IT Services & Operations team.

•Manage the systems, software and hardware that allows over 800 people to carry out their roles and meet their responsibilities.

•Provide accurate and user friendly Provisioning and onboarding/offboardiing processes

•Build, lead and foster a positive culture where external resources are engaged and aligned to the strategy in order to achieve outcomes.

•Manage partners to contractual terms and SLAs, creating partner value above base T&C's and budget

•Work with teams and partners to demonstrate thought leadership in bringing new ways of working

•Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk.

•Support financial and budgetary requirements including invoice management and other expenses.

•Set and monitor KPIs for the support team, working with the Service Delivery Manager, and perform daily reviews of all Service Desk tickets ensuring they are within SLA, escalating as required

•Review system and application logs, looking for any potential issues and verifying completion of scheduled jobs raising tickets as required if any issues arise.

•Investigate and troubleshoot issues reported by both Service Desk and Event Management systems, assigning tickets to relevant Engineers/3rd Parties

•Contribute to the change management process; in particular represent the interests of the client when assessing risk and impact. Monitor changes completed and update documentation as required.

•Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures.

•Identify and monitor risks, governance and compliance requirements related to the Service Desk environment. Help to specify and implement appropriate mitigation and/or control measures.

•Any other tasks as laid out by the Head of IT Services & Operations

Provides Reporting to:

•Any other business sponsors as defined by the Head of IT Services & Operations

Experience (Required):

•Experience in coordinating and motivating high performing Service Desk / infrastructure teams

•Experience in coordinating and maintaining relationships with third parties

•Hold a relevant Microsoft and ITIL certification (or be working towards)

•Experience in Microsoft Office 365 and Active Directory Administration

•Strong ITIL; Service Management framework and Service Delivery framework experience – related toe Service Desk metrics and KPI

•Demonstrable experience managing outsourced suppliers

•Experience of managing teams in a mixed cloud (AWS/Azure) and on-prem (Windows server) environment with ‘hands on’ network and authentication administration exposure

•Team oriented, friendly self-starter with a ‘can-do’ attitude and the ability to work flexibly as part of a dynamic and fast-paced organisation

•Experience of managed onsite technicans

•Minimum 3 years' Service Desk Management or IT Management role

•Be a resilient self-starter, comfortable with challenging deadlines and the need to review and evaluate your own priorities, whilst being able to lead and motivate a highly productive Service Desk team in a pressurised environment

•Flexible and helpful attitude. In particular, the ability to empathise with clients and respond sensitively to their problems, requests and complaints

Familiarity with the following tools/technologies

•Microsoft Office 365, Azure AD


•Cisco Systems

•ManageEngine Service Desk Plus

Experience (Preferred):

•>2 years’ experience administrating windows server systems

•Experience of PCI Compliant environments

•Experience with cloud hosting providers such as AWS, Azure etc.

•Exposure to VPN Technologies Inc. Cisco VPN and SonicWALL

•Exposure to ERP/Retail software such as Magento & SAP


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