It Service Desk Team Leader

Why Greencore?
We are a leading manufacturer of convenience food in the UK and our purpose is to make everyday taste better. We supply all of the major supermarkets in the UK. We also supply convenience and travel retail outlets, discounters, coffee shops, foodservice and other retailers. We have strong market positions in a range of categories including sandwiches, salads, sushi, chilled snacking, chilled ready meals, chilled soups and sauces, chilled quiche, ambient sauces and pickles, and frozen Yorkshire Puddings.
In FY22 we manufactured 795m sandwiches and other food to go products, 127m chilled prepared meals, and 249m bottles of cooking sauces, pickles and condiments. We carry out more than 10,600 direct to store deliveries each day. We have 21 world-class manufacturing units across 16 locations in the UK, with industry-leading technology and supply chain capabilities. We generated revenues of 1.7bn in FY22 and employ approximately 14,000 people.
We work hard to ensure that Greencore is a great place to work and our people truly are at the core. We're committed to ensuring all our colleagues have development plans and strive to provide inspiring leadership - in fact, in the past year we've seen an 11% increase in the number of colleagues who would recommend Greencore as a place to work.
Why not come join us?
What you'll be doing:
As the Service Desk Team Leader, you will be providing first line support for all IT services to all sites across the group and to provide support to the Service Desk Manager in managing/leading the team over the allotted shift systems within which the Service Desk operates. You will be:

• Working as part of a team, the IT Service Desk is the first point of contact for all IT issues (Incidents and Service Requests), you will be logging and responding these issues received by phone or via our support portal. Support is primarily provided by remote access as our users are located across the UK and Ireland
  
• Our business is reliant on our IT for Just in Time Manufacturing, its key that this role is able to respond to changing priorities to meet the needs of the business
  
• We have an excellent first line fix rate at 70% so you will be fixing the majority of issues that are reported to us, these could range from single password and printer resets, complex issues and setting up and removing access from multiple systems
  
• As part of a team of 11 you will provide support for a number of IT systems
  
• Issues not resolved by the IT Service Desk are passed to our partners or 3rd line support teams, the IT Service Desk tracks and manages issues with partners to ensure that the partners are providing us with excellent service in line with contractual obligations and for 3rd line support teams we are always looking for additional activity that can be moved to the Service Desk to improve the service to our end users
  
• In addition to performing all the actions that the Service Desk Analyst perform you will be supporting the Service Desk Manager in driving improvements to the service delivered by the IT Service Desk and also the wider IT Operations teams, we have big plans for automation and stream lining working practices whilst improving the service delivered so there will be plenty of opportunity for you to make a real difference
  
• The team work Monday-Friday 06:00 - 22:00, Saturday and Sunday 06:00-14:00, outside of these hours we operate an on call basis
  
• Provide cover for when the Service Desk Manager is not available
  

What we're looking for:

• ITIL Certified Service Professional with proven Team Leader experience
  
• Experience in all areas of ITIL foundation
  
• Outgoing and passionate about providing good service to end users with a methodical approach to problem solving
  
• Driven by implementing improvements, not afraid to challenge the status quo and able to suggest alternative way of working based on previous experience
  
• Team player, you will enjoy working in a fast paced environment, have a great ability to multi task whilst being process driven
  
• Experience of user account administration, Microsoft Office 365, PC build and PC troubleshooting
  
• Previous IT Support Team Leader experience and hungry for a career in IT
  

What you'll get in return

• Competitive salary and job-related benefits
  
• Holidays
  
• Pension up to 8% matched
  
• Company share save scheme
  
• Greencore Qualifications
  
• Exclusive Greencore employee discount platform
  
• Access to a full Wellbeing Centre platform
  

Throughout your time at Greencore, you will be supported with on the job training and development opportunities to further your career.