IT Service Desk Manager

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose:

Reporting directly to the Head of IT, the IT Service Desk Manager role is designed to run the day-to-day operation of the European IT Service Desk. This role is responsible for providing a professional Service Desk function to all areas of the business, along with workforce planning and SLA achievement for the 1st and 2nd Line roles. The role will be responsible for maintaining the out of hour’s on-call rotation, support escalations and IT Incident notifications.

The role will include but is not limited to:

Manage the day to day running of the Service Desk team to ensure desired SLAs are achieved and expectations are met or exceeded through evaluating performance
Responsibility for overseeing and monitoring the Jira ticket system. This also includes any maintenance, updates and suggested process changes to improve productivity.
Provide effective leadership and motivation to the team to enable problem solving for all customer requests with the emphasis on a first-time resolution approach, working repeated issues through to problem management if necessary.
Maintaining best practice within the Service Desk, continue to evaluate and innovate improvements to enhance the customer experience
Plan and oversee the Service Desk working hours to ensure the desired SLA from the business can be met
Produce and analyse Service Desk KPI’s that will be reported to management. Also provide weekly & monthly reporting of the team’s productivity
Encourage development within the Service Desk team to ensure they are up to date with current changes in the IT space, the latest technology and to ensure documentation is kept up to date.
Act as a point of escalation and technical resource for complex tickets or requests

Candidate Profile:

Flexible and enthusiastic approach to work, with exceptional attention to detail.
Solid technical background, with the ability to communicate clearly to a non-technical audience at all levels.
Strong understanding of ITIL Frameworks.
Ability to work under pressure and to prioritise workload to meet the business’s needs.
Ability to work under own initiative as well as collaboratively.
Proven strong customer relationship and negotiation skills
Proven ability to innovate and drive service roadmaps
Excellent interpersonal and communication skills, including written and presentation skills
Be able to demonstrate IT related problem-solving skills and mentor 1st and 2nd Line.
Demonstrable technical experience of working in a fast pace IT environment
Demonstrable experience of working in a management role
Previous exposure to working with IT Helpdesk / Ticketing software
Exposure to IT incident management
Desired – ITIL Foundation Certified or higher
Desired – Microsoft Certified to MCP level or higher Desired – CompTIA Certifications

The values you’ll stand by:

Be generous with your knowledge, knowledge is only powerful if you share it with others.
Bring integrity, listen first and then speak.
Embrace transformation, be brave – it’s easier to stick to what you know but we learn from our mistakes.
Have quality at the heart of what you do, always give your best and expect the same from others in return.

What we offer you:

Rewarding salary packages
Contributory pension scheme of up to 6%
Opportunity to buy & sell holiday
Gym membership discounts
Contributory hospital and health cash plan
Cycle2Work scheme
Eye care vouchers
Free monthly Lifeplus nutritional and personal care products
Life assurance
Discounts at leading brands and retailers

Hours and Days:

37.5 hours per week, Monday to Friday

Location:

Lifeplus House, Eaton Socon
Hybrid working: 3-4 days per week in the office

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.

Please note: The successful applicant will be required to undertake a criminal record check.
Please advise us in advance if you have any special requirements if you are asked to attend an interview.