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SalaryAbout The Role
We are in search of a dedicated IT Service Desk Manager, deeply versed in ITIL frameworks, to take the helm of our Service Desk team, catering to the needs of our 8,000 internal customers across the UK and US.
In this role, you will be pivotal in ensuring fast and efficient responses to incidents, measuring team performance, and leveraging data to drive continuous service improvement. Your focus will be on delivering exceptional service to our internal customers, collaborating with other IT teams for seamless escalations, and effectively managing third-party engagements.
The ideal candidate will embody a commitment to excellence in Service Desk management, encompassing everything from daily operations oversight to the implementation of innovative solutions like automations and AI-driven communication tools. You will also be instrumental in optimising our ITSM portal, powered by Jira Service Management, ensuring it is leveraged to its full potential for incident and problem management.
The role is based on-site in Barton-Upon-Humber with the opportunity for 2 days hybrid working. Applicants must be able to reliably commute to Barton-Upon-Humber.
Main responsibilities:
- Implement and manage IT service management processes in line with ITIL best practices
- Analyse Service Desk data to identify and address recurring issues, continuously perusing the reduction in ticket volume
- Introduce automation and AI tools to enhance Service Desk efficiency and user experience
- Actively innovate and implement new strategies aimed at reducing service request volume and improving overall service quality
- Drive and manage the use of our ITSM portal, ensuring its effective utilisation for incident, problem, and change management
- Lead the Service Desk team and serve as a key point of escalation within the business for high-priority issues
- Develop and monitor key performance indicators to ensure Service Desk performance aligns with business objectives
- Continually improve Service Desk processes and procedures to enhance service delivery and customer satisfaction
- Ensure that all documentation, including standard operating procedures, is consistently managed, maintained, and kept up-to-date, facilitating efficient Service Desk operations
- Develop and manage a comprehensive onboarding process for new Service Desk engineers, enabling them to rapidly acclimate and reach full productivity
- Create and implement an effective onboarding process for new internal and third-party services, ensuring that all contact details and escalation procedures are thoroughly documented and clearly communicated to the Service Desk team
What Wren Offer:
- Personalized progression plan with clear career opportunities.
- Individual training budget for personal development.
- Staff discount on purchasing a kitchen after one year of continuous employment.
- Free annual eye tests and contribution towards new glasses.
- Refer a Friend Scheme with the chance to earn up to £1500 for each referral.
- Free access to our onsite gym
- Subsidized meals in our two fantastic restaurants
- Free onsite parking
About You
Required Skills and Knowledge:
- Proven experience as an IT Service Desk Manager or similar role
- Strong understanding of ITIL frameworks and ITSM tools
- Any experience with Jira or Jira Service Management, is beneficial
- Experience in data analysis for service improvement and problem resolution
- Familiarity with implementing automations and AI in a Service Desk environment
- Excellent leadership, decision-making, and problem-solving skills
- Strong communication and interpersonal abilities
- Ability to manage multiple priorities in a high-pressure environment
- ITIL certification or equivalent is beneficial
- Experience with remote support tools and technologies.
About The Company
Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!
This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!
