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The Shard

What the role is

The Service Desk Team Lead will be responsible for all first line support, incident triage, request fulfilment, IT communications, procurement & asset management as well as general service quality assurance across all sites in the UK including but not limited to retail sites, warehouse and any corporate locations. The Service Desk Team Lead will manage all resources, ascertain what team members are required to fully support the business and to deliver all required support services to agreed SLA’s and KPI’s to meet the growing demands of all MATCHESFASHION.COM.

What you’ll be doing

  • Work closely with other technical teams to ensure systems are fit for purpose in order to supply expected functionality and service quality
  • Design and implement IT Service Management Systems and processes in line with ITIL best practice
  • To manage Service Desk analysts and to ensure the delivery of premium service at all times as well as to ensure all team members are developed and trained
  • To manage and maintain call logs and to establish KPI’s for the team
  • Manage access to any and all systems required by the Service Desk including Active Directory users and computers
  • Manage Office 365 and other end-user licensing
  • Documenting systems and building knowledge articles for all systems and solutions
  • Own the new starter and leaver process
  • Own the procurement process as well as administer purchase orders and invoicing

About you

  • You will have lead a Service Desk Team ideally in a retail organisation for a minimum of 2 years
  • You will ideally be familiar with retail systems
  • You will be a technical hands-on leader familiar with all desktop and end-point systems commonly used across a large retail and ecommerce organisation including warehouse as well as corporate systems
  • You will be passionate about customer service and what it means to deliver a premium service against strict SLA’s
  • You will enjoy customer contact and work closely with business stakeholders at all levels
  • You will have experience working with and managing procurement and licensing suppliers
  • You will have experience developing ITSM Service Desk systems
  • You will be able to demonstrate the best possible customer service, be personable and approachable and willing to go the extra mile

If you are passionate, hardworking and thrive in a collaborative and fast paced environment then please apply with the below:

  • CV with dates of employment
  • Cover letter
  • Salary details
  • Notice period
At MATCHESFASHION we believe that everyone has a part to play. We are committed to building a working environment with a balanced and inclusive culture. We want people to be themselves and be inspired to do their best work. We value difference and it is key in driving innovation – and innovation is the magic which gives us our advantage as a brand.