Manager in Training at TopBuild focusing on energy - efficient insulation and building material products. Gaining management knowledge and experience through training in various departments.
About the role
- IT Service Support Lead managing IT Service Desk operations at Premier Foods. Driving service quality and leading operational turnaround to enhance colleague experience.
Responsibilities
- Lead day‑to‑day IT Service Desk operations, setting clear performance standards and driving significant improvements in service quality.
- Take ownership of the ITSM toolset (including Freshservice), ensuring it is fully optimised, well‑maintained and continuously improved.
- Act as Major Incident Manager for P1/P2 incidents, coordinating internal teams and third‑party suppliers to restore service quickly and effectively.
- Reduce ticket backlog, embed new ways of working and enhance responsiveness across the team.
- Drive self‑service and AI chatbot capability to automate and deflect high‑volume, low‑complexity requests.
- Own IT Asset Management and ensure cleanliness of the CMDB.
- Support Problem Management, Knowledge Management and service improvement activities.
- Provide leadership, coaching and rota management for the Service Centre team.
- Deputise for the IT Services Manager when required.
Requirements
- Proven experience running or leading a service desk or similar operational environment
- 5+ years’ hands‑on IT support experience
- Strong working knowledge of Microsoft Windows 11, O365, Citrix, and Active Directory
- Solid understanding of ITSM practices (Incident, Request, Problem Management)
- Process‑driven mindset with a passion for quality and improvement
- Supportive, motivating leadership style and willingness to be hands‑on
- ITIL4 Foundation / Specialist (desirable)
- Six Sigma Yellow/Green Belt (desirable)
Benefits
- Competitive salary
- Up to 7.5% pension
- Holiday Purchase Scheme
- Sharesave Scheme
- Wide range of online and in-house training
- Access to an employee discount scheme, with access to hundreds of nationwide retailers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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