Careers Search

We have a new exciting opportunity to join our growing IT team as a Service Desk Manager

This is a full time, permanent position which will be based at the Support Centre in Speke, Liverpool.

A very exciting time to join us here at B&M, we have continuously been opening new stores, have recently been added on to the FTSE 100 company list and are one of the fastest growing retailers in the UK.

Reporting to Group IT Director, the service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

In this role, you will:

  • Provide systems support for all colleagues across the business (close to 700 stores; 6 Distribution Centres and a Support Office with over 400 colleagues).
  • Manage overall Service Desk activities including supervisors, second line and first line across multiple locations.
  • Apply a thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • Make decisions which influence the success of projects and team objectives.
  • Influence customers, suppliers and partners at account level and have overall responsibility for the work of others and for the allocation of resources.
  • Take overall responsibility for Incident Management and Request fulfilment as well as supporting the Problem Management process
  • Work on and support development/improvement projects as assigned by management.
  • Share knowledge and experience of all Service Management processes, e.g. Problem Management, Change Management, Asset Management, Knowledge Management and how they support the ITIL framework

     

    The successful candidate will possess a combination of the following experience & skills:

  • 6+ years’ experience in Service Management roles
  • ITIL qualified
  • Knowledge and experience of all Service Management processes, e.g. Problem Management, Change Management, Asset Management, Knowledge Management and how they support the ITIL framework & able to motivate and manage individuals and teams
  • Clearly able to work under general direction within a clear framework of accountability.
  • To take substantial personal responsibility and autonomy.
  • Succinctly able to plan own work to meet given objectives and processes.

If you are looking for a new IT career opportunity and our growing business excites you, apply online today.

B&M are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues.