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- Tasks: Lead the IT helpdesk team, ensuring top-notch service and incident resolution.
- Company: Tesco Mobile is a leading mobile network operator in the UK, known for its inclusive culture.
- Benefits: Enjoy flexible working, generous holiday, private medical insurance, and an annual bonus scheme.
- Why this job: Join a dynamic team that values collaboration and customer focus while driving continuous improvement.
- Qualifications: Experience in IT Service Management, strong leadership skills, and ITILv4 certification required.
- Other info: Opportunities for ongoing learning and a supportive environment for personal growth.
The predicted salary is between 42000 - 84000 £ per year.
Join to apply for the ITSM Lead (Helpdesk) Tesco Mobile role at Tesco Mobile Join to apply for the ITSM Lead (Helpdesk) Tesco Mobile role at Tesco Mobile Get AI-powered advice on this job and more exclusive features. The ITSM Helpdesk Lead is responsible for overseeing the day-to-day operations of the IT helpdesk team, ensuring efficient and high-quality service delivery to end-users. This role involves handling incident resolution, service requests, and ensuring alignment to ITSM standard processes. The Helpdesk Lead will act as a key liaison between IT teams, suppliers, and business partners, driving continuous improvement and maintaining service excellence. About the role The ITSM Helpdesk Lead is responsible for overseeing the day-to-day operations of the IT helpdesk team, ensuring efficient and high-quality service delivery to end-users. This role involves handling incident resolution, service requests, and ensuring alignment to ITSM standard processes. The Helpdesk Lead will act as a key liaison between IT teams, suppliers, and business partners, driving continuous improvement and maintaining service excellence. You will be responsible for Team Leadership: Implement the strategy of the squad, and work closely with the squad lead to ensure that priorities are aligned Supervise and mentor helpdesk staff, ensuring they have the necessary skills and resources to perform effectively. Assign tasks, monitor performance, and provide regular feedback to team members. Foster a collaborative and customer-focused team environment that encompasses trust and respect throughout. Incident and Request Management: Oversee the resolution of incidents and service requests, ensuring timely and accurate responses. Monitor ticket queues and prioritise tasks based on importance and impact. Ensure compliance with Service Level Agreements (SLAs). Process Improvement: Identify areas for improvement in helpdesk processes and implement changes to enhance efficiency and service quality. Collaborate with other IT teams to streamline workflows and improve overall service delivery. Reporting and Analytics: Generate and analyse reports on helpdesk performance, including metrics such as response times, resolution rates, and customer satisfaction and present findings to squad lead and chapter lead if appropriate whilst recommending strategies for improvement. Stakeholder Engagement: Act as the main point of contact for escalations and complex issues and build strong relationships with business partners to understand their needs and ensure alignment with IT services. Knowledge Management: Maintain and update the knowledge base to ensure accurate and accessible information for both helpdesk staff and end-users. Promote the use of self-service tools and resources. Training and Development: Organise training sessions for helpdesk staff to keep them updated on new technologies and processes. Support onboarding of new team members. You will need Demonstrable experience in IT Service Management and helpdesk operations. Strong leadership and team management skills. Excellent problem-solving and decision-making abilities. Familiarity with ITSM frameworks, with ITILv4 foundation certification as a must have Proficiency in helpdesk tools and ITSM platforms with familiarity in JIRA Enterprise Exceptional communication and interpersonal skills. Ability to work under stress and manage multiple priorities. Experience with Major Incident Management & Problem Management. Understanding of performance metrics and reporting tools. Whats in it for you? We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to: Annual bonus scheme of up to 20% of base salary Holiday starting at 25 days plus a personal day (plus Bank holidays) Buy holiday salary sacrifice scheme (for salaried roles) Private medical insurance Retirement savings plan – save between 4% and 7.5% and Tesco will match your contribution LifeAssurance – 5 x contractual pay 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave The right to request flexible working from your first day with us Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here Opportunities to get on – take advantage of our ongoing learning opportunities and award-winningtraining, to help you achieve the job and career you want Click Here to read more about the full range of benefits we have available for our colleagues About Us A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders. We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively. We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We\’re committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities.We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here. We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern -combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you – Everyone is welcome at Tesco. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Telecommunications Referrals increase your chances of interviewing at Tesco Mobile by 2x Get notified about new Information Technology Service Management Specialist jobs in Slough, England, United Kingdom . 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ITSM Lead (Helpdesk) Tesco Mobile employer: Tesco Mobile
Contact Detail:
Tesco Mobile Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Lead (Helpdesk) Tesco Mobile
✨Tip Number 1
Familiarise yourself with ITILv4 principles, as this is a must-have for the role. Consider joining online forums or local meetups to discuss ITSM best practices and network with professionals in the field.
✨Tip Number 2
Showcase your leadership skills by sharing examples of how you've successfully managed teams in previous roles. Prepare specific anecdotes that highlight your ability to mentor and develop staff, as this is crucial for the Helpdesk Lead position.
✨Tip Number 3
Brush up on your knowledge of helpdesk tools, particularly JIRA Enterprise. If you have experience with similar platforms, be ready to discuss how you've used them to improve service delivery and incident management.
✨Tip Number 4
Engage with Tesco Mobile's online presence. Follow their social media channels and participate in discussions to demonstrate your interest in the company culture and values, which can help you stand out during the interview process.
We think you need these skills to ace ITSM Lead (Helpdesk) Tesco Mobile
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management and helpdesk operations. Emphasise your leadership skills and any familiarity with ITIL frameworks, particularly ITILv4.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the ITSM Lead role at Tesco Mobile. Mention specific examples of how you've successfully managed teams and improved service delivery in previous roles.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your problem-solving abilities, especially in incident and request management. Highlight any experience with Major Incident Management and how you handled complex issues.
Highlight Communication Skills: Since the role involves stakeholder engagement, make sure to showcase your exceptional communication and interpersonal skills. Mention any experience you have in building relationships with business partners and collaborating with IT teams.
How to prepare for a job interview at Tesco Mobile
✨Showcase Your Leadership Skills
As an ITSM Lead, you'll be supervising and mentoring helpdesk staff. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any strategies you've implemented to foster a collaborative and customer-focused environment.
✨Demonstrate Your ITSM Knowledge
Familiarity with ITSM frameworks, especially ITILv4, is crucial for this role. Brush up on key concepts and be ready to discuss how you've applied these principles in previous positions. This will show your understanding of the standards expected in the industry.
✨Prepare for Incident Management Scenarios
Expect questions related to incident and request management. Think of specific examples where you've resolved incidents or improved processes. Being able to articulate your problem-solving approach will demonstrate your capability in handling complex issues effectively.
✨Engage with Stakeholder Management
The role involves acting as a liaison between various teams and business partners. Prepare to discuss how you've built relationships and engaged stakeholders in the past. Highlight your communication skills and ability to understand and align with their needs.
