IT Service Desk Team Leader - 12 month FTC - Retail

Context Recruitment Limited
11 Feb 2017
11 Mar 2017
Contract Type
Full Time

IT Service Desk Team Leader - 12 month FTC
Up to £38k + fantastic benefits including bonus and significant store discount.

Fantastic opportunity for an experienced Service Desk Team Leader with a very well-known high street retailer who have THE best working culture and place a huge emphasis on work life balance. They have circa 100 stores and there are 3 individuals on the internal service desk and a 3rd party you’ll deal with who provide some support services.

Ideally, you’ll be ITIL accredited with a great knowledge of Service Desk Support processes.

Please note, an element of the role requires you to be hands-on as you’ll be supporting the team during busy periods and will act as a point of escalation for technical issues.

Occasional travel may be required to some of the retail outlets.

The role will involve:

- Leading a small team of technical professionals to support, design and maintain IT Services for the organisation.

- Planning and organising resource allocation between BAU, incidents and project requirements.

- Implementing industry best practices for service delivery via the ITIL framework

- Customer Service, Incident Management, Service Level Management and Service Desk development

- Service coordination to ensure requests are prioritised correctly

- Identifying and drive continuous service improvements

- Ensuring issues are identified, tracked, reported on and resolved in a timely manner

- Supporting and maintaining the overall IT infrastructure across approximately 100 sites

- Producing reports on team performance against SLA

- Managing major incidents

You’ll need experience of the following:

- Implementing ITIL standards and educating colleagues on ITIL processes

- Experience of managing outsourced service providers to ensure SLA’s are adhered to and good knowledge transfer exists

- Experience of managing expectations in a challenging environment

- Ability to accurately report performance against KPI’s and produce value add management information

- Ideally, you’ll have experience working in retail and a knowledge of PCI DSS / the processes required to sustain compliance

- Experience managing and supporting small technical projects

- Line Management experience

Together with technical experience of some of the following:

- Windows and MAC OS troubleshooting and problem resolution

- Active Directory management and group policy experience

- Office 365 administration

- Windows Server experience (desirable)

- Desktop imaging technologies

- Comprehensive understanding of existing and emerging technologies and related practices.