Vacancy details

Shared service centre - Coventry, United Kingdom

This vacancy is now closed



Reporting into the Head of IT Support, we are looking for a Service Desk Request Manager to join our growing IT team.  We have an exciting mix of skills and technologies and have been rapidly developing and expanding our systems.  This is a great opportunity to implement and grow your experience in a strong IT support department in a busy and growing retail environment.  

The right person will have at least 2 year’s experience in managing an IT team and have technical experience in Windows Server, MS Exchange, MS Office, Azure, O365, remote assistance, WAN and LAN networking.  This is an established role for someone highly organised who is looking to take on and mould our request team to better meet the business’s demands. 

What you’ll be doing

  • Manage the IT Support Dept’s Request fulfilment delivering individual requests and projects on time and to agreed standards
  • Responsibility for the request team’s tickets, prioritising and assigning work
  • Project management
  • Responsible for maintaining stock levels of IT kit
  • Asset management for end points and mobile devices
  • Licence administration for software
  • Provide clear reporting on team performance, needs and request trends to make effective recommendations to management
  • Manage the request team, mentoring and training to develop the team’s Technicians and monitor their work to track and maintain performance and set individual goals
  • Managing new equipment for stores and head office staff and replacements of faulty equipment
  • Manage the installation, maintenance and support of current and new applications
  • Manage the request team’s processes and procedures
  • Managing the patching, hot fixes and virus updates

We’d love to meet someone with

  • At least 2 year’s experience as a manager and at least 5 years in an IT Support environment
  • Preferably ITIL v3 Foundation qualified
  • Excellent organisational skills
  • Ideally excellent GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent
  • Experience in administering AD, Azure, O365, EOL, Windows updates and managing Exchange
  • Excellent communication skills, both written and spoken including customer relations experience up to C-Level
  • Excellent team management skills
  • Extremely strong organisational skills Logical approach to problem solving
  • Calm under pressure
  • Experience working in a retail environment is desirable but not essential

What’s in it for you?

  • Competitive salary and benefits package
  • Holiday allowance
  • 50% staff discount & 25% for family and friends
  • Pension scheme

In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service.
The outdoor industry had become very jargon heavy and we wanted to create a brand that would cater to our mothers and our neighbour’s kids as well as seasoned professionals who understood the technology.
Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do.
As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces.
Welcome to our journey.