Technology Service Desk Team Leader

Birmingham

Location

Hybrid: 3-4 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill.

Why The Works?

We don’t just sell products. We inspire reading, learning, creativity and play. You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give someone the puzzle book that reconnects someone with a late family member’s memory.You never know who someone will become. So with your passion, and our products, you will help ignite the spark in helping people unleash their creativity, find new passions, hobbies, or rekindle fond memories.The unseen possibilities are limitless, and it all starts with you.

Become a Technology Service Desk Team Leader

Reporting into the Technology Service Delivery Manager (SDM), you will play a crucial role, leading the delivery of outstanding support to your colleagues across Stores, Distribution Centre (DC) and Support Centre (SC).

You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence, the issues will be resolved. You thrive on seeing incidents & problems through to resolution, spotting trends and holding the Technology Service Desk to the highest best practice standards. You keep up to date with technology, enjoy getting into the detail and owning issues. You lead from the front; take pride in the services your team delivers and challenge the status quo.

This is an exciting opportunity for an ambitious, technically minded and customer focused Service Desk Team Leader to join our evolving Technology Services team.

Your Mission

Leading and coordinating the Technology Service Desk to effectively manage incidents and requests.

Restoring service and fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

Working closely with the SDM, assist with regular performance/welfare check ins, the management of a skills matrix, personal development plans and effective performance management.

Manage the team rota to provide adequate service availability that aligns with business demand.

Deputise for the SDM where required.

Support the SDM ensuring the operational performance metrics of both the service and individuals are met.

Assist with publishing regular service reports that provide a transparent view of performance.

Contribute to the implementation of service improvement plans where required.

Monitor day to day Service Desk activities and stepping in to stop potential escalations or SLA breaches.

Accountable for successful Incident Management, Problem Management, Request Management and Knowledge Management.

Constantly creating, refining, and improving Technology Services processes to deliver a more efficient service. A great opportunity to put your own stamp on things.

Accountable for ensuring the Service Desk keep an accurate record of assets and state changes.

Skills/Behaviours That Will Set You Apart

Mandatory:

Demonstrable experience leading a team.

Excellent team player, flexible, responsive, takes ownership of the task at hand.

Ability to prioritise a high workload, analyse the impact of issues on the business and proactively communicate.

Technology certification such as MCSA, CompTIA A+, Security+, IT Diplomas or industry relevant experience.

Strong communication skills with an ability to discuss technical subjects with a non-technical audience.

Experience of team schedule management

Driving license and own transport

Desirable:

Retail technology experience.

Exposure to infrastructure concepts such as Active Directory, VMWare, WAN/LAN etc

Experience with ITSM management.

ITIL or SDI Certified

?? Being a great leader

As a great leader with wonderful people skills, you'll create a team that's more than just co-workers — it's a team.

Inspire and motivate your team in line with our employer brand, values, behaviours and purpose.

Work cross-functionally and collaboratively with other departments.

If something's not quite right, speak up so we can work together to get it right or make it better! - Nobody is too proud for constructive feedback so we all win together!

But let's not forget about the most important part… your team's well-being and aspirations. You'll be their biggest supporter, cheering them on. You'll have amazing everyday conversations with your team, discussing everything from their performance to their wildest career aspirations.

Our PERKS really are ‘The Works’

?? 25% Colleague Discount! - Plus, exclusive Double Discount days!

?? MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more!

?? Holiday – 33 days including bank holidays.

?? Holiday Purchase - Purchase an additional 5 days

�? Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.

?? Wagestream - Claim early access to 50% of your wages as you earn them – for when ‘life’ happens!

�? Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works!

?? 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!

?? Healthcare Cash Plan – To support your everyday healthcare costs

?? And loads more! – Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Our Purpose

To inspire reading. learning, creativity and play - making lives more fulfilled.

Our Values

We are Crafty | We are Caring | We are Can-do

We Listen. We Care

Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what’s going great, and what needs a couple of tweaks to help make The Works the best place you’ve ever worked! You’ll have opportunity to help give us that direction.

Promoting Diversity, Inclusion, and Applying Reasonable Adjustments

At The Works, we are proud to have an