Service Desk Duty Manager

Job Type IT
Region South East England
Location Bracknell
Preferred Hours Full Time
Partnership Level
08
Closing Date 23/4/2019
Vacancy Type
Permanent
Salary £30,300 - £45,500
Salary Frequency per annum
Hours of Work
35 hours per week
5 day working week including some weekend working on a rota basis.
Shifts would be within the hours of 06:00 - 22:00

Duties & Responsibilities

As the first point of contact for all IT issues and requests for over 85,000 customers, our award-winning Service Centre is expanding, and there has never been a more exciting time to join the team.

We are currently searching for a driven Duty Manager who will lead service desk operations to ensure that our customers continue to receive exemplary IT support.

And who are our customers?

To put it simply, they are our Partners. Whether they work in our John Lewis Stores, Waitrose Branches, Regional Distribution Centres, Head Office campuses in Bracknell and London, or even our own Farm at Leckford; each have specific requests and requirements, and therefore every day is different and interesting for our team.

As a Service Centre Duty Manager, you play an integral part in the operation of the Service Centre. You will be able to effectively coordinate Service Desk resources, ensuring the provision of first class end user support and satisfaction and dealing with escalations where applicable. Working with the Team Leader, you will also take the initiative to coach and mentor team members, and will be comfortable in delivering motivational and developmental feedback to others.

This role would be suited to someone who can demonstrate their experience of managing customer service in a large support centre environment, and will be skilled at coordinating resources, and effectively handling incidents and escalations. A knowledge of IT services would be advantageous but not essential.

If it sounds like this job could be for you, then we would love to hear from you.

Job Requirements

To provide operational management of the 1st line Service Desk to deliver the agreed service levels and the highest level of customer service.

Coaching and mentoring partners to maximise their potential as our future talent of the business.

Plan and organise resources to ensure sufficient staffing levels to meet operational business requirements.

Manage the escalation of issues and deputise for the Major Incident Manager when required.

Required essential experience skills and qualifications

- ITIL knowledge is desirable - incident, problem, access and request management.
- Understanding of the services supported.
- Experience of managing people.

Required desirable experience skills and qualifications

- Experience within Partnership IT at a similar level in similar roles, or experience at comparable level as a Direct entry from another organisation.
- Operations, Technical Service, Development, Project Management, Service Management.
- Experience of managing a similar or equivalent support function.

Please consider the following when making your application:
- We reserve the right to close vacancies early in light of a large response.
- Print off the job description now if you require it.
- Ensure you attach an up to date CV.

Please note that within the John Lewis Partnership, this role will be known as IT Service Desk Duty Coordinator ITL3.

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