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- Tasks: Lead a team to deliver top-notch tech support for our pubs and breweries.
- Company: Join Greene King, the UK's leading pub company with a rich history.
- Benefits: Enjoy competitive salary, discounts, career development, and wellness support.
- Why this job: Make a real impact in a fast-paced, people-first environment.
- Qualifications: Strong leadership and customer service skills, ITIL knowledge preferred.
- Other info: Great opportunities for career growth and employee discounts.
The predicted salary is between 36000 - 60000 £ per year.
Join us at Greene King, the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what's wholly British, the pub experience.
As a Service Desk Manager, you will lead the delivery of exceptional technology support that keeps our pubs, breweries and teams running smoothly, while driving continuous improvement across our service operation. You'll work in a fast-paced, people-first environment where you guide our 1st and 2nd line teams, oversee incident management and partner closely with technology colleagues across the business.
Qualifications
- Lead and develop a team of 1st and 2nd line analysts, ensuring service excellence and a customer-first approach.
- Drive the performance of the service desk, using KPIs, SLAs and trend analysis to identify improvements.
- Act as the escalation point for complex issues and major incidents, ensuring clear and timely communication.
- Champion continuous improvement by refining processes, enhancing knowledge content and promoting self-service.
- Build strong relationships with internal technology teams and external partners to deliver seamless support.
What you'll bring…
- Strong leadership experience managing service desk or technical support teams.
- Excellent communication, relationship-building and customer service skills.
- A solid understanding of ITIL practices and incident management.
- Ability to analyse performance trends and drive operational improvements.
- Experience working with service desk tools and managing escalations in a busy environment.
- Must be a valid driving licence holder.
Additional Information
We're all about rewarding our team's hard work, that's why…
- You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
- Free employee assistance program – mental health, well-being, financial, and legal support because you matter.
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels – so you can enjoy a weekend away without breaking the bank.
- Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them.
- Wagestream – access your wage before payday for when life happens.
- Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…
IT Service Desk Manager in Burton upon Trent employer: Greene King
Contact Detail:
Greene King Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager in Burton upon Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and don’t be shy about letting people know you’re on the hunt for an IT Service Desk Manager role. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management. Think about how you’d handle complex incidents or improve team performance. We want you to shine, so rehearse your answers and maybe even do a mock interview with a friend!
✨Tip Number 3
Showcase your leadership skills! When you get the chance to chat with potential employers, highlight your experience in managing teams and driving improvements. Share specific examples of how you’ve made a difference in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our Greene King family. So, hit that apply button and let’s get you started!
We think you need these skills to ace IT Service Desk Manager in Burton upon Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Service Desk Manager role. Highlight your leadership experience and any relevant ITIL practices you've worked with. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about technology support and how you can drive continuous improvement. Keep it engaging and personal – we love a bit of personality!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved service desk performance or resolved complex issues. Numbers and KPIs can really make your application stand out to us.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application directly, and you’ll get all the latest updates on your application status. Plus, it shows you’re keen to join our Greene King family!
How to prepare for a job interview at Greene King
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL practices before the interview. Be ready to discuss how you've applied these principles in past roles, especially in incident management and service delivery. This will show that you understand the framework that underpins effective service desk operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a fast-paced environment. Highlight specific instances where you’ve driven performance improvements or handled escalations effectively. This will demonstrate your capability to manage 1st and 2nd line teams and ensure service excellence.
✨Communicate Clearly and Confidently
Since communication is key in this role, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses to behavioural questions. This will help you convey your experiences in a concise and impactful way.
✨Build Relationships with Examples
Be prepared to discuss how you've built strong relationships with internal teams and external partners. Share specific examples of how these relationships have led to improved service delivery or problem resolution. This will highlight your customer-first approach and collaborative mindset.