Location
Peterborough, UK
Job Function
IS / IT / Data
Type
Permanent
Closing Date:
06 Jan 2023

The Role & Key Responsibilities

Job Title: Service Desk Team Leader

Location: Hybrid, Peterborough (in the office ideally 1 - 2 days per week) 
 
Reporting to the Service Desk Manager, this is a great opportunity to lead a large service desk team of 22 day to day. Working in a shared service environment, the team support a wide ranging customer portfolio so we are looking for someone who is comfortable working in a high volume environment with varying requirements and in some cases complexity and ambiguity. 
 
If you have a proven support desk background with experience of leading, training and supporting a team we want to hear from you! This is a great opportunity to make improvements from both a process perspective and also a team perspective to ensure that all team members are confident within their job scope and receive training and learning opportunities in areas where they may need support. 
 
What you will be doing;
 
  • Managing, motivating and training a large team of 22 day to day including induction, initial and ongoing training requirements and regular one to one's
  • Ensuring the team are delivering a high level of customer service whilst meeting expected SLA's across the business
  • Dealing with escalation queries and more complex service desk requirements
  • Alert senior management to identified trends in customer issues or queries
  • Ensure continuous improvement is high on the agenda
  • Perform quality checks on tickets to ensure processes are followed and pinpoint training requirements in the team
  • Create and publish support documentation and knowledge information for the team to enable them to follow best practice
  • Attending regular management and team meetings on a daily, weekly and monthly basis
  • Building relationships with the wider SSC team to enable collaboration and better efficiencies and ways of working in the future
  • Taking responsibility for the resource planning of the Service Desk, to ensure that it is sufficiently covered between the hours of 7am to 10pm, and during peak periods
What will you bring;
 
  • Previous experience of working and leading a team in a Service Desk focused environment
  • A genuine passion for managing and leading team members to deliver excellence through continuous development and improvement
  • Ability to take a logical approach to fault finding and problem resolution
  • A highly customer focused individual that proactively raises the profile of IT and the SSC
  • ITIL foundation or experience of working in an ITIL environment
  • A good understanding of desktop and server operating systems, PC, network and server troubleshooting skills
  • Has an eye for detail with the ability to multi-task in a fast-paced environment
Location

Hybrid, a mix of office and homeworking initially with more time in our office for training and development then on going a minimum of 1 - 2 days per week based in the office or as per business need.  Our Peterborough offices are on the Lynchwood Business Park.  The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities and a great team culture.

Shift

As we support global teams, you will cover 4 shifts. Shifts are 7:00 – 15:30, 8:00 – 16:30, 9:30 – 18:00 and 13:30 – 22:00. You must be able to cover all shifts, but these are managed and issued out equally and fairly across the team and we would be happy to discuss preferences for shifts but can’t guarantee any fixed shifts. There is an uplift shift allowance for the evening shift for the week you work that shift. 

About The Company

Associated British Foods IT Shared Service Centre are continually reviewing our benefits to make ensure our staff feel rewarded…

Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world’s second-largest producer of both sugar and baker’s yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.

At the Associated British Foods IT Shared Service Centre (ABF IT SSC) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we’re looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

  • AB Foods IT Shared Service match up to 10% pension (contributory)
  • Up to 10% Bonus
  • Opportunity to buy up to 5 days holiday per calendar year
  • Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
  • 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary

We’re looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF IT SSC are supported by our AB Agri business.

Making your application

Ready to apply? Great! Simply register your details and upload your CV via our careers website – it usually takes just a few minutes.  Please do not delay making your application. In the event of a high candidate response to this vacancy we may close the application period before the date shown and without notice.

So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing [email protected]

As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions with no impact on your application.

ABF IT SSC recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales. We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

Other jobs like this

Location
Peterborough, UK
Job Function
IS / IT / Data
Type
Permanent
Closing Date:
16 Dec 2022
Location
Peterborough, UK
Job Function
IS / IT / Data
Type
Permanent
Closing Date:
06 Jan 2023
Location
Peterborough, UK
Job Function
IS / IT / Data
Type
Permanent
Closing Date:
09 Jan 2023