IT Service Desk Manager

Dreams Ltd
11 Mar 2018
19 Mar 2018
Contract Type
Full Time
Enjoy a good night`s sleep after supporting a great day`s service

With over 30 years` experience and a genuine passion for sleep, we`re Britain`s leading bed specialist, providing customers with everything they need for a great night`s sleep.

We`re passionate and talented individuals, but we also like to have fun. At Dreams you feel trusted and valued. That`s what makes us different. It`s how we work as One Team.

The Role

This varied role is to provide management of the 1st Line Service Desk function, and 2nd line support for IT services to all areas of the business.

The successful candidate will supervise a team of IT Support Desk Analysts (5) to ensure that resource, SLAs/ KPIs and processes are maintained to a high level.

The key objective is to ensure that the business has the correct level of IT support available at all times.

- Ensure that the IT Service Desk delivers a professional service to the business through effective processes, within the ITIL framework.
- Responsibility for problem & change management, incident management and request fulfilment.
- Ensure that the IT Service Desk delivers all activities within agreed SLAs.
- Perform trend analysis in order to identify areas where improvement to processes, systems and/or training can be provided; both within the IT environment and the wider business.
- Support Direct Reports to achieve targets through leading by example and building strong relationships.
- Manage team performance i.e. individual targets, promote teamwork, deliver 1-2-1s and appraisals.
- Plan resource; hours and shifts to ensure the Service Desk is operational at all times.
- Encourage, support and facilitate IT skills development of the Service Desk team.
- Ensure department documentation and processes are correctly maintained, updated and followed.
- Management of internal and external relationships including 3rd party supplier relationships.
- Asset control; ensure that assets are tracked and accounted for at all times.
- Maintain cost control procedures to ensure that all purchasing, control and usage activities comply with business policies.

The Person

- Proven experience gained within an IT help desk/ technical support space, ideally within a fast-paced multi-site environment (200+ sites)
- Current or recent experience in an IT Management/ IT Team Leader role, within an IT Service Desk environment.
- Excellent verbal and written communication skills.
- Ability to deliver high standards of customer service/ satisfaction.
- Ability to diagnose and provide robust resolutions to queries and issues on related systems.
- Ability to plan, manage and deliver projects within deadlines.
- IT professional qualifications desirable (ITIL and Prince2).
- Confidence in building strong relationships across all levels of the business.
- Ability to explain technical subjects in a manner suitable to the audience involved.
- Excellent organisation, prioritisation and administration skills with a focus on attention to detail.
- Works well under pressure.
- Self-driven and motivated with the ability to use own initiative.
- Good time management skills.
- Capable of motivating a team and sustaining morale.

Please ensure your CV is up to date listing all relevant experience in line with the Job Description to improve your chances of success.

How we work:

- Put the customer first
- Do what we say we will do
- Trust & respect each other
- Recognise and celebrate our success
- Passionate about winning and having fun

What we can offer you:

- Competitive salary
- Company bonus scheme
- Onsite gym
- Free parking
- Annual discount on products after Graduation period
- Pension scheme
- Life Cover

Dreams is truly a great place to work, where everyone collaborates as a team, and a place where we recognise and celebrate success

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