Service Desk Supervisor

Service Desk Supervisor

Leicester

£35,000 - £42,000

Role:

We're looking for a hands on Service Desk Supervisor to manage and oversee the day to day operations of an enterprise environment's internal IT Service Desk. This person will ensure SLAs are met, ensuring excellent customer service and also fostering an environment of growth for colleagues on the service desk.

This role would require managing 1st and 2nd line Support Analysts, acting as a senior technical authority and offering guidance through escalated queries and driving continuous improvement.

Company:

They're a large retailer with a national presence as part of a global group dealing with luxury goods. They also offer excellent discounts for colleagues and staff in the umbrella. They employ a policy where it's fully onsite for the first 6 months (probation), then moving to hybrid set up with 1 day a week working from home.

Responsibilities:

• Managing and coordinating resources effectively during major incidents to arrive at resolutions.
• Conducting problem management, route cause analysis and reducing repeated tickets.
• Introduce new and best working practices to the service desk especially where new technologies are brought into their environment.
• Creating documentation and knowledge based articles for colleagues.
• Planning weekly rotas ensuring sufficient cover, delivering 1-2-1 meetings.

Key Skills Required:

• Technically adept across 2nd and 3rd line tickets.
• Experienced in a high-volume service desk & adjust to changing priorities.
• Demonstrated success in meeting SLAs.
• People Management Experience (1-2-1s, rotas, hoidays, driving motivation).

Benefits

• Colleague Discounts - luxury goods, high-street retailers, gyms.
• Industry Leading Maternity, Paternity & Adoption Pay.
• Mental Health Support
• Flexible Working
• Paid Training & Certifications
• 25 days holiday plus bank holidays

Apply Now!

We're conducting initial interviews from W/C 31st April. Apply now for immediate consideration.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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