IT Service Desk Team Lead

Job title:

IT Service Desk Team Lead

Company

EG Group

Job description

Role: IT Service Desk Team LeadLocation: Blackburn, BB1 2FA – Office BasedContract: Full-Time Hours / PermanentSalary: £29,000Company: EG GroupAbout the Role…EG Group is hiring an IT Service Desk Team Lead to play a pivotal role in ensuring the seamless operation of our IT support services. This position demands a strong leader who can motivate, develop, and manage a team of IT support staff while maintaining a high level of customer satisfaction. With your expertise in IT service management (ITSM) frameworks and best practices, along with proficiency in service desk software like ServiceNow, Zendesk, and JIRA, you will oversee day-to-day operations, manage escalations, and ensure the efficient resolution of technical issues.Your strong organizational and time management skills will help you prioritize tasks and manage multiple responsibilities effectively. Leveraging your technical knowledge and commitment to excellent customer service, you will drive the continuous improvement of our IT service delivery.If you are passionate about leading a dynamic team and enhancing service quality, we invite you to apply for this exciting opportunity!Duties & Responsibilities

• Provide technical support, troubleshoot issues, and manage escalations.
• Act as an escalation point for complex technical problems to ensure timely resolution and customer satisfaction.
• Train and onboard new team members, ensuring they have the necessary skills and knowledge.
• Oversee daily operations of the IT service team, prioritize tasks, and monitor progress.
• Gather and analyze data for KPI reports and service delivery statistics.
• Collaborate with the IT Service Desk Manager to implement new support processes.
• Develop knowledge guides and documentation to improve service desk operations.
• Assist with handling calls and incidents to maintain team efficiency.
• Respond to walk-up requests, directing customers to appropriate support.
• Coordinate and monitor live incidents and requests, including third-party involvement.
• Proactively check internal monitoring platforms and create tickets for identified faults.
• Escalate issues to management as needed.
• Ensure compliance with telephony and ticket handling quality standards.

This list is not exhaustive and may be added to or amended from time to timeCandidate Requirements

• Ability to lead, motivate, and develop a team of IT support staff.
• Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple responsibilities simultaneously.
• Strong understanding of IT service management (ITSM) frameworks and best practices.
• Proficiency in using service desk software (e.g., ServiceNow, Zendesk, JIRA).
• Knowledge of network troubleshooting, software and hardware support, and IT infrastructure.
• Familiarity with remote desktop support tools and techniques.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent customer service skills and a customer-focused attitude.
• Ability to manage and resolve conflicts within the team and with users.

• Performance Based Bonus Scheme
• Employee Life Assurance
• EG Group Discounts – up to 15% off at our stores and food to go restaurants
• ASDA Discount Card – 10% off all ASDA stores
• EG Cares Benefits – exclusive discounts across 900 retailers
• Smart Health – 24/7 online GP access, health checks and health and wellbeing support
• Employee Assistance Programme – access to our Wellbeing Centre which offers emotional & practical support including free financial advice
• Learning & Development – access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group
• Waterside Café – freshly prepared meals at affordable prices
• Free Secure Car Parking
• Dress Down Fridays
• Flexi-Time
• Prayer and Ablution Facilities
• Shower Facilities
• Sit / Stand Desk Facilities
• Work Anniversary Rewards
• Free Eye Test

Who are EG Group?EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America.Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail.At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel.Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments.Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate.Please note – the successful applicant will be subject to a DBS check which will be funded by EG Group.Please enable JavaScriptScreen readers cannot read the following searchable map.

Expected salary

£29000 per year

Location

Blackburn, Lancashire

Job date

Tue, 27 Aug 2024 23:23:16 GMT

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