WehaveanexcitingopportunityforaServiceDeskTeamLeadertojoinourITteam,basedfromourNewcastleoffice.ThisroleisidealforanexperiencedServiceDeskorITSupportprofessionallookingtotakethenextstepintheircareer,combininghands-ontechnicalsupportwithteamleadership,serviceimprovementandstakeholdermanagementresponsibilities.
AsthisrolerequiresregularattendanceatourNewcastleoffice,applicantsmustbebasedwithinareasonablecommutingdistanceofNewcastleuponTyneandabletoworkonsiteasrequired.
WhenyoujoinFenwick,you'llreceive;
- Upto25%discountinallFenwickstoresandfenwick.co.uk.
- 33daysannualleave(inclusiveof8bankholidays).
- Yourbirthdayoffasanadditionaldayannualleave–thiscanbetakenanydaywithinyourbirthmonth.
- WeCare-24/7GP,wellbeingadvice&supportservice.
- HybridWorking(3daysin-officeand2daysremote).
AbouttheRole
AsServiceDeskTeamLeader,youwillberesponsibleforleadingtheday-to-dayoperationoftheITServiceDesk,ensuringcolleaguesacrossthebusinessreceiveaconsistentlyhighstandardoftechnicalsupportandcustomerservice.Actingasanescalationpointforcomplexissues,you'llworkcloselywithinternalITteams,third-partysuppliersandkeystakeholderstoensureincidentsandservicerequestsaremanagedeffectivelyandresolvedwithinagreedservicelevels.
You’llplayakeyroleindevelopingandimprovingtheServiceDeskfunction,usingperformancedataandreportingtodriveserviceimprovementsandenhancetheend-userexperience.TherolewillinvolvemonitoringKPIs,identifyingtrends,supportingtheintroductionofnewtechnologiesandservices,andensuringusersremaininformedthroughoutthesupportprocess.You'llalsohelpcoordinateServiceDeskresourcerequirementsandsupportthemanagementofmajorincidentswhenrequired.
We’relookingforsomeonewithexperienceinaServiceDesk,ITSupportorsimilartechnicalsupportenvironment,alongsideastrongunderstandingofservicemanagementbestpractices.Strongcommunication,problem-solvingandstakeholdermanagementskillswillbeessential,aswilltheabilitytocoach,supportandinfluenceothers.
Whatwearelookingforinacandidate
- ExperienceworkingwithinanITServiceDeskorITSupportenvironment.
- GoodunderstandingofITILservicemanagementprinciplesandprocesses.
- Experiencesupporting,coachingorcoordinatingcolleaguesandcontributingtoteamperformance.
- Strongcustomerserviceskillswithafocusondeliveringanexcellentend-userexperience.
- Excellentcommunication,stakeholdermanagementandproblem-solvingabilities.
- ExperienceworkingwithSLAs,KPIsandserviceperformancereporting.
- Goodunderstandingofcurrenttechnologies,includingMicrosoft365,WindowsenvironmentsandActiveDirectory.
- ITIL4Foundationcertificationisdesirable.
AboutFenwick
Fenwickisrichwithheritageandhistoryandhavebeenstylepioneerssince1882whenourfirststoreopened.Weknowluxuryandareproudtoremainthelargestindependent,family-ownedgroupofdepartmentstoreswithintheUK.Weareonanexcitingjourneytoexceedourcustomers'expectationsandwearealwaysonthelookoutfornewtalenttojoinus.
Ourcollaborativespiritunitesaworkforceofover2,000individualsacrossourstores,aswellasinoursupportfunctions,encompassingDigital,Buying&Merchandising,IT,Finance,People,CustomerServiceteams,andourcherishedrestaurantsanddistributioncentres.
In2023welaunchedourQuietNoMorecampaign,enhancingourpresenceontheUKhighstreetaswellasoureCommercewebsitegoingfromstrengthtostrength.Together,weformthebeatingheartofFenwick,drivingforwardourvisionforexcellenceandinnovation.Joinusaswepavethewaytowardanevenbrightertomorrow,wheretraditionmeetstransformation!
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IT Service Desk Team Leader employer: Fenwick Limited
Fenwick Kingston is an excellent employer that values its employees by fostering a supportive work culture where teamwork and customer service excellence are paramount. With opportunities for professional growth and development, our Loss Prevention Assistants play a crucial role in maintaining store security while engaging positively with customers. Located in a vibrant retail environment, we offer a dynamic workplace that prioritises employee well-being and satisfaction.
