Service Desk Manager

Company description:

Premier Foods is one of Britain’s biggest listed food companies, employing over 4,000 colleagues at 15 manufacturing sites and offices up and down the country. Many of our brands have been part of UK life for more than a century and you’ll find them in 94% of British households.
At Premier foods we believe in inclusion, authenticity and individuality. We aim to ensure all existing and potential colleagues are given equitable opportunities and are respected, valued and encouraged to bring their true authentic selves to work no matter who they are, what they look like, who they love or what they believe in. Our culture is one where everyone is welcome.

Job description:

We are looking for a Service Desk Manager to join us and lead a team of five that champion fresh ideas and is committed to continuous improvement. As the Service Desk Manager, you'll provide guidance and develop a culture prioritizing outstanding service. You'll be responsible for enforcing policies and ensuring the effective operation of our ITSM tool.

To excel in this role, you'll need to be proficient in providing customer service, as well as motivating the team. A strong interest in IT is required, along with a proactive attitude and a willingness to learn. It's important to be adaptable, operate with integrity, and have a strong work ethic. A calm approach in a crisis and the ability to juggle priorities is essential. This role requires someone agile and able to lead a vibrant and forward-looking Service Desk team. You'll provide first line support to internal colleagues, covering regular and out-of-hours support. Your activities will include managing the team, resolving escalated issues, and ensuring customer satisfaction.

Join Premier Foods and be part of our plans to revolutionize our Service Desk operations. With the opportunity to lead a team and contribute to the company's success, your future within this role is bright. We are committed to creating a Great Place to Work, where we champion fresh ideas and are dedicated to customer satisfaction.

The Key Requirements...

• Ensuring the Service Desk are running efficiently.
• Managing the performance of the Service Desk, ensuring the team are supported and trained accordingly enabling them to support the services we offer.
• Ensuring the backlog is kept within the agreed threshold.
• Providing first line support and coverage, if necessary, when required when there is excessive demand or sickness for example.
• Act as the primary point of escalation for the IT Service Desk ensuring incidents are progressed and communicated in line with SLA’s, OLA’s and as per processes.
• Continual development of Premier Foods ChatBot enabling a frictionless User Experience.
• Working towards SDI (Service Desk Institute) Accreditation and Continual Improvement in the area
• To feed into the Problem Management process ensuring Problems are identified, Logged, and acted upon with support from other IT functions.
• Own continual improvement initiatives from customer feedback and drive a customer experience first culture across the team.
• Support / maintenance of the ITSM Tool including the creation of forms and updates where required to support business requests.

As a Service Desk Manager, you possess demonstrable customer service skills and the ability to motivate, support, and empathize. Your strong interest in IT and proactive attitude, accompanied by a willingness to learn, make you an ideal fit. Your adaptability, integrity, and strong work ethic contribute to your success. Furthermore, your ability to handle crises and manage priorities showcases your proficiency.

In this role, you would lead a vibrant team that respects and encourages one another. You would provide first line support to Premier Foods colleagues and your responsibility would involve guiding the team, developing a culture of excellence, and ensuring effective ITSM tools. The purpose lies in transforming first line support with a focus on automation and customer happiness.

You're not one to shy away from responsibility or lack interest in driving positive change. This isn't just any job; it's an opportunity to make a difference. You're excited by challenge and continuous improvement. This role offers the chance to lead and excel.

At Premier Foods, our mission is to enrich lives. By nurturing our business sustainably, we aim to double our turnover by 2030. As a leading food manufacturer, we are striving to achieve our goals. Join us on this growth journey, contributing to our purpose while achieving personal career growth.

The Benefits and Perks...

• Bonus
• Company Pension
• Private Medical Insurance
• Holiday Purchase Scheme