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Service Desk Team Lead

Employer
Dr. Martens Airwair International Ltd
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

We're always on the lookout for people who share our ambition - passionate, driven people with fire in their hearts. Do you think you have what it takes?

THE GIG

This is a fantastic opportunity in our organisation. Responsible for the newly formed and growing Service Desk, your role will set the standard for a global operation. You will be integral to the lifecycle of all incidents and request.

As an experienced Service Desk Team Lead, you will help drive a culture of service excellence within the team, ensuring that customer experience is at the forefront of the teams' decision making and interactions. You will provide direction and inspiration to your team, driving employee engagement and ensuring the team are communicated with effectively. Outwardly you manage stakeholders excellently and collaborate brilliantly.

THE STUFF THAT SETS YOU APART

  • Experience with using and troubleshooting Windows 10/x & MacOS X
  • Experience with Active Directory, Microsoft Exchange, Windows server
  • An understanding of ITIL, ITIL's framework and how this applies to the IT Function
  • Experience of supporting M365 and using ServiceNow
  • You will ensure that ticket queues are managed, and SLA levels exceeded.
  • You have experience of setting up triage processes and making them efficient, to meet the delivery needs of the customers.
  • With our culture and employee engagement top of your agenda, you'll partner with other managers across the team to cultivate an environment where our people can perform at their best.
  • Aid in agreeing the Key Performance Indicators (KPIs) for Critical Services that the Service Desk will deliver.
  • Ensuring defined Service Level Agreements (SLAs) are within thresholds for our key services.
  • Ensure processes are in place so that core elements of services are documented to enable effective triaging by the service desk team.
  • Ensure tickets are logged accurately and call queues are managed efficiently.
  • Proactively monitoring all key and critical services within the estate to ensure uptime as close to 100%
  • Report on core elements of services to identify trends, to be able to reduce first time fix rates.
  • Working with the Service Delivery and Service Transition Manager, ensure the effective transition of new technologies to business as usual.
  • Point of escalation in the team where necessary.
  • Responsible for ensuring joiners, movers and leavers processes is followed successfully and audited without error.
  • You will ensure that ticket queues are managed, and SLA levels exceeded.
  • You have experience of setting up triage processes and making them efficient, to meet the delivery needs of the customers.


OUR FUNDAMENTAL QUALITIES

It's never just a job at Dr.Martens. It's a way of life. We live and breathe our Fundamentals: INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. Working for Dr.Martens is everything you'd expect it to be. We're a diverse, passionate bunch who believe each role is as unique as the person who does it.

WHAT'S IN IT FOR YOU?

  • Welcome to the family free pair of docs
  • 65% off all docs
  • Our Culture Team are a dedicated team focusing on culture, wellness, and charity work across the business
  • 2 paid volunteer days per year
  • Newly renovated offices working onsite with Made in England factory
  • Private healthcare
  • Pension contribution


Are you ready to fill your boots? Apply now.

At Dr. Martens, we are committed to creating an environment where we can all be proud to work and be our best. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.
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