IT Service Specialist - Service Desk Lead

Role Title :
IT Service Specialist - Service Desk Lead
Type of Role :
Hours (Specific) :
38 Hours
Salary & Benefits :
Up to £40,800
Closing Date :
Job Advert :

Salary up to £40,800

Our Operation teams are focused on delivering excellent IT services to our 2500 internal global customers.  We concentrate on Service Desk provision (1st and 2nd line) as well as managing IT Change Lifecycles and our customers IT assets.  We ensure our devices are compliant, secure, supported, built to a global standard with fast and agile responses to issues.

About the Role

Reporting to our IT Service Manager (Service Desk), you’ll be leading, developing and managing a small team of IT Service Specialists focusing on 2nd level support in addition to mentoring our 1st line teams.  Our computing workplace is centred around Windows 10, Windows 7, AppleMacs and Office 365 and operates within an ITIL framework.   You’ll manage escalations, issues, priorities and workloads in addition to providing expert advice and help to your team when troubleshooting and resolving issues.   Monitoring and reporting on performance is a key part of the role as well as identifying trends, contributing to our technology strategies and supporting our 1st and 3rd level support and project teams.

You’ll be part of our longer term strategy leading your team to embed and maximise our Microsoft 0365 services and start to move away from traditional technologies which will be led by our Computing and Infrastructure Service Teams.   Collaborative working is very much part of how we operate as we utilise Agile practices and processes to delivery projects and continual improvements.

The role is based in Street and you’ll be supporting all UK and European sites.  The role requires working collaboratively with our Team Leads \ Service Managers in America and APAC as well as our IT and business stakeholders.   Some international travel may be required in addition to working as part of an on call team.

About you

You’ll have 5 years or more experience working within an engineering role building and deploying devices and applications, working with, and supporting, front line teams and managing account creations (cloud and on prem).  You will have had line management experience and will be able to lead, motivate and develop your team as well as coaching and mentoring our 1st line.

You’ll be used to working with Microsoft technologies and have experience of both Windows 7, Windows 10 and Microsoft Management tools.  You’ll also have a solid and hands on understanding of encryption and security protection tools such SCEP, Defender and Bitlocker.

Great communication skills are essential for working with a range of stakeholders globally and with our third party suppliers.  You’ll need to be confident in producing and maintaining documentation which is critical in helping our teams around the world work together to shared standards.

Life with us

Every 60 seconds, 105 pairs of Clarks shoes are sold globally. That makes us a £1.6 billion business and a truly worldwide brand. We now have some 15,000 employees across 75 different countries – everywhere from Europe to the Americas. Despite being the world’s biggest everyday footwear brand (by sale volume), we’re still owned by the Clarks family and based in Street, Somerset – where the Clarks business began. Street is the nerve centre of our business, driving growth and the whole Clarks success story.

The benefits 

As well as development opportunities, pension and a competitive salary, you’ll also enjoy a variety of benefits. These range from 25 days’ holiday (plus bank holidays) to discounted healthcare. And, as everyone loves new shoes, you’ll also get a very healthy discount on our products.

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Clarks International believes that the principle of equality of opportunity is fundamental to the company's operations. Our long held aim is to provide just and fair treatment for all employees. We will not discriminate on the grounds of sex, age, disability, marital status, colour, race, religion, ethnic origin, sexual orientation or gender reassignment.


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