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Service Desk Team Manager

Lidl GB
Job LocationLondon
EducationNot Mentioned
Salary54,000 - 75,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Our Warehouse Service Desk provide our national business with technical and functional support across core infrastructure components, business systems and user equipment, including bespoke applications and systems.We are currently seeking an experienced and dynamic Service Desk Team Manager with previous success in leading and developing efficient service desk or IT support teams and implementing/maintaining service management tools and processes. This is a pivotalnew role for a customer-focussed individual to provide high quality, customer centric and effective incident management and fulfilment systems and processes.What youll do

  • Providing day to day management of the WH Service Desk and promoting a strong team ethic
  • Monitoring and driving staff/ team performance and managing issues
  • Responsible for operation and delivery of Services
  • Creating and delivering regular reports
  • Providing hands on technical knowledge
  • Setting objectives and monitoring progress
  • Managing continuous Service Improvement
  • Managing the recruitment, supervision and development of the team
  • Driving down tickets
  • Being the escalation point for issues
  • Around 40% -60% national travel required and occasional travel to Germany
  • The team to be managed is dispersed across the UK
What youll need
  • Significant experience of managing a Service Desk or IT Support Team with successful outcomes, experience of implementing/ maintaining service management tools and processes
  • Proven commercial experience working in an ITIL environment
  • Proven financial management of a Service Desk
  • Competent in managing the day to day Service Desk operation, guiding and supporting the staff to achieve their personal objectives and improve the overall service
  • Ability to maintain and develop effective relationships with key stakeholders
  • ITILIntermediate certification in service operation or transition processes
  • Relationship management
  • Hands on technical skills in Lotus Notes, Win10, MAC, Cisco phone system, networking, SharePoint, Active Directory, MECM, M365, Azure
  • Lean Management
  • ILM Level 3 or 5
  • Service Now experience
  • German language is desirable but not essential
What youll receiveThis isnt getting by. This is getting what you deserve. Working at Lidl is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. Were proud to offer a competitive salarystarting from £54,000 to £75,000 (depending on experience) with an additional non-contractual 10% London weighting, company car allowance and a generous holiday allowance. Save for your future with our pension scheme, or save today with an in-store discount,plus extra discounts on days out, cinema tickets and much more.Please note your employment is conditional upon the Companys receipt of satisfactory references and if requested by the Company, a satisfactory Disclosure and Barring Service check.Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancyhas closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

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