IT Service Desk Manager

Internationally successful: The Wienerberger Group

Come and join us as an IT Service Desk Team Leader at our Head office in Cheadle, Cheshire!

About the Role

Reporting to the IT Service Delivery Manager, as IT Service Desk Team Leader you will manage a team of IT Service Desk Analysts to effectively run the day to day operation of the Service Desk. Providing third line IT support to all UK/IE Wienerberger group users, you will act as a point of escalation for the Support Desk Analysts for more complex issues.

Duties also include:

• Lead the Service Desk team
• Ensure that ServiceNow is used effectively and efficiently by the team,
• Operational management of ticket allocations
• Attend UK and Ireland sites to resolve issue and help with project work
• Carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
• Further escalating incidents to the IT Service Delivery Manager, Infrastructure, Business Development, and Vienna key users, third party suppliers or other personnel/functions where necessary
• Discover, diagnose and triage users problems effectively, efficiently and in a timely manner
• Act as a point of escalation when the requirement arises for the Support Desk Analysts to escalate a ticket.
• Coach / mentor Service Desk Analysts on technical skills and core behaviours
• Actively promote a positive environment that helps everyone to perform at their best
• Contribute to/ deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
• Support the IT Service Delivery Manager with the management of IT assets, leased equipment, stock and intangible items (e.g. software licenses), ensuring compliance with internal procedures and Company standards
• Responsibility for the Active Directory users, computers, business units etc.
• Operational responsibility for coordinating the hardware replacement program
• Manage and/or assist with projects as directed by the Head of IT and/or IT Service Delivery Manager
• Provide operational and project support to the IT Infrastructure and Business Development teams as necessary
• Create, maintain and publish internal IT support documentation.
• Support the IT Service Delivery Manager with the creation, maintenance and publication of end user documentation

Hours of Work: 9.00am to 5.00pm, Monday to Friday

About You

You will have

• Good interpersonal skills in customer relations.
• A genuine passion for quality and delivering excellent customer service.
• Ability to work under pressure.
• Good leadership skills to work well with others.
• Experience in managing teams.
• Knowledge about service desk systems and IT tools.
• Able to create and understand data reports.
• Must have good judgment in handling serious customer problems

You will also have:

• Excellent communication skills (written and verbal)
• Be passionate about providing high standards of customer service with a Users focus
• Passionate about continuous improvement
• Adaptable with the ability to manage changing priorities
• You must hold a valid UK driving license, be willing to travel and stay away from home for short periods on occasion
• Certified in at least ITIL foundation level

About our Benefits

• Salary up to £41,250 (depending on experience)
• Annual bonus up to 6%
• Professional growth, training, and opportunities to hone your skills and knowledge
• Ability to purchase additional holidays
• Company Pension
• SIP ability to become a shareholder via our Share Scheme
• Life Assurance
• Flexible benefits offering (including health, wellbeing and money saving opportunities)

About us

Wienerberger is a leading international provider of building materials and infrastructure solutions.We improve the quality of life and shape the future of construction.

With our 19,000 employees at 216 locations in 28 countries, we improve the lives of people all over the world. Our products and system solutions enable energy-efficient, healthy, climate-friendly, and affordable living.

So what are you waiting for? Come and join Wienerberger as an IT Service Desk Team Leader and start growing your career with us today!

The closing date for this role is subject to change and may be closed earlier than advertised.

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