Technology
Location
Manchester
Job Type
Permanent

About the Role

Office based 4 days a week.

This is a unique opportunity to join a hugely successful eCommerce company with even bigger ambitions. The I.T team at Boohoo is growing rapidly, many new technologies and processes are being introduced.  The Service Desk Manager will own the Service Desk to ensure the team deliver the outcomes essential to meet Boohoo SLA commitments. The Service Desk Manager will need to provide, guide, mentor and support the Service team to ensure success to high a performance. The Service Desk Manager will also be required to manage, resolve and execute any Service Issue/ Risks to ensure this does not impact the Boohoo operating service.

 
Tasks, Duties & Responsibilities:
  • Management of the IT Service Desk Service and the driven team
  • Management, structure and time management of the Service Desk incidents from ticket allocation to resolution.
  • Establish, maintain, control and Service Desk performance with measures metrics under agreed Boohoo SLA / KPI.
  • Formulate Service Desk reports with expectation to present to Senior Stakeholders
  • Development, support and guidance of the Service Desk team
  • Improvement and control of the Service incidents and incident processes working with problem management
  • Maintain stakeholder management across all Boohoo functions to ensure the IT services operation is met
  • Support the Change Management team
  • Own and manage the Service Desk Strategy with expectation to present the future Service Desk operation for Service Improvements and efficiency
  • Recruitment of members of the Service Desk team
  • Support the IT Service team in training, coaching, mentoring and succeeding in the Service roles and future
  • Accountable to monitor the Service Desk incidents and allocate to the associated teams
  • Work with the Boohoo Operations team including Networking, Dev Ops and Change & Release
  • Accountable for jeopardy management, ensuring internal and external teams are made aware of tickets which may breach SLA
  • Develop a framework to ensure incidents are transitioned into problems to help reduce the amount of incidents being logged to improve CSAT ratings
  • Work with Service Transition team to ensure new projects are onboarded efficiently and all knowledge, tooling and processes are captured to enable the service desk to deal with incidents and request.

About The Candidate

Skills & Experience required

  • 5/15 years’ experience in Service Desk environment with experience in managing Service Desk Engineers and Support
  • Experience working in a face paced organization
  • knowledge of IT Service Desk tooling and best practice with evidence of imbedding into Service Desk operation
  • Strong customer service driven with great communication skills
  • Strong relationship management
  • Strong troubleshooting and complex solving skills
  • Proven track record in maturing the service desk team
 
The exciting part:

We know that as a company we are only as good as the people that we employ. We know our employees work tirelessly to make boohoo the success it is today and in turn, we offer them some amazing benefits:

25 days holiday
Discretionary Bonus Scheme
Company shares schemes - including a ' Save As You Earn' scheme
40% staff discount
Monthly social events (including pay day drinks, Employee Appreciation Day etc.)
Pension scheme
Flexible working hours
Cycle to work scheme
Health cash plan
The opportunity to work in a company that encourages engagement and growth!

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