IT Service Desk Manager

Manchester, UK
01 Jul 2019
30 Jul 2019
Contract Type
Full Time
Missguided is not only one of the fastest growing online ladies fashion retailers, but one of the fastest growing companies in the UK.

With our state of the art premises based in Salford Quays we are looking to build on our success with an ambitious vision for the next 5 years. To help us achieve this vision we are looking for people who have the drive and ambition to join our team at this exciting time.

We are looking for an exceptional candidate to work with our current team and help Missguided develop and expand further. The ideal candidate is someone who can add innovative ideas, experience, energy and enthusiasm into the mix. The successful candidate will need to work under pressure, to deadlines within a fast paced environment.

Key Responsibilities and Accountabilities:

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.
?Manage the systems, software and hardware that allows circa 300 people to 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, managing contractual terms and SLA's to create value above base T&C's/budget.
?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, and perform daily reviews of 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.
?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.
?Any other tasks as laid out by the Head of IT Services & Operations

Skills, Experience and Qualifications:
?Experience of Service Desk Management or within an IT Management role
?Experience in coordinating and motivating high performing Service Desk / infrastructure teams.
?Experience in coordinating and maintaining relationships with third parties.
?Experience in Microsoft Office 365 and Active Directory Administration.
?Understanding of Service Management and Delivery framework e.g. ITIL.
?Experience managing outsourced suppliers.
?Team oriented, friendly self-starter with a ?can-do' attitude.
?Be a resilient self-starter, comfortable with challenging deadlines.
?Flexible and helpful attitude. In particular, the ability to empathise with colleagues and respond sensitively to their requests and challenges.

Familiarity with the following tools/technologies:
?Microsoft Office 365, Azure AD
?Cisco Systems
?ManageEngine Service Desk Plus

Experience (Desirable):
?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

What We Will Give You:
? A competitive salary
? Pension (that we contribute to as well!)
? 25 days holiday (plus bank holidays)
? Staff discount (Missguided/Mennace)
? Company bonus
? Wanna (internal engagement hub with access to retail discounts)
? Death in service benefits
? State of the art building, fun working environment, Spacious desk areas, caf?, kitchen areas and quiet spaces where you can plug in and work in peace
? Sample Sales,
? Missguided Moments (competitions, parties & giveaways).

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