IT Service Desk Team Leader

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.

In2023welaunchedour‘QuietNoMore’campaign,enhancingourpresenceontheUKhighstreetaswellasoureCommercewebsitegoingfromstrengthtostrength.Together,weformthebeatingheartofFenwick,drivingforwardourvisionforexcellenceandinnovation.Joinusaswepavethewaytowardanevenbrightertomorrow,wheretraditionmeetstransformation!