IT Service Desk Manager
Overview
Reporting into the Head of IT Support, we are looking for a talented IT Service Desk manager to join our 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 department as part of a busy and growing retail organisation. This is a role supporting stores globally and head office as a first point of contact and initial escalation for all problems, incidents and requests.
The right person will have at least 2 years’ experience in managing a team and have technical experience in ITSM – we use Jira Service management, Reporting and Power BI, CSI, MS Exchange, and technical experience in MS Office, Azure, O365, remote assistance, WAN and LAN networking. This is an updated role for someone highly organised who is looking to take on and mould our support function to better meet the business’s demands. It is a hybrid role, 3 days a week based out of our London office, with a team split between London and Coventry.
What you’ll be doing
- Team Leadership: Supervise and Mentor the Service Desk team providing guidance, training and support to ensure optimal performance and professional growth.
- Service Management: Develop, implement and manager IT Service Desk processes, policies and procedure in alignment with ITIL best practices to improve efficiency and service quality
- Incident and Problem Management: Oversee the logging, categorisation, resolution and escalation of IT incidents and service requests to ensure timely resolution and minimal disruption to business operations
- Performance metrics: Monitor and analyse service desk metrics and KPIs to identify trends, measure performance and drive continuous improvement.
- Customer Service Excellence: foster a customer-focused culture within the Service Desk team, ensuring all support interactions are handled with professionalism, empathy, and a solution-oriented approach.
- Collaboration: Work closely with other IT teams and departments to resolve technical issues, implement new technologies and enhance service offerings.
- Vendor Management: Collaborate with vendors and service providers to ensure the effective delivery of external support services.
- Budget management: Assist in managing the service desk budget including forecasting staffing needs and potential cost-saving strategies
- Documentation: Ensure accurate documentation of processes, procedures and knowledge base articles for ongoing training and reference by service desk colleagues established and maintained.
We’d love to meet someone with
- At least 2 years’ proven experience as a manager and at least 5 years in an IT environment
- Preferably ITIL v3/v4 Foundation qualified
- Excellent organisational skills with the ability to prioritise tasks and manage team workloads efficiently
- Ideally GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent
- Good Experience in Power BI and Jira Service management
- Experience in implementing and 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
- Proficient in IT service management tools
- 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.