Based in Hatfield, the David Lloyd Clubs IT team is responsible for the support and continuous improvement of all David Lloyd IT systems used by our members, clubs, team members and the head office team.

As part of the team the Service Desk supervisor will be responsible for ensuring an uninterrupted IT service to the business – members, clubs, and team members. Accountable for ensuring service requests are delivered according to agreed standards and timescales. As well as driving service improvement through quality assurance and performing analysis on service trends.

What will I be doing?

• Accountable for ensuring all incidents/service requests are managed and resolved within agreed SLA and progress/resolution of fix is communicated in a timely manner to stakeholders
• Accountable for accurate prioritisation of incidents based on severity, ensuring all P1 incidents are quickly identified and immediately escalated to the right team (Systems Support Team/Supplier)
• Accountable for closely managing P1 incidents ensuring status of resolution is clearly communicated to relevant stakeholders as frequently as required
• Be part of the on-call rota
• Accountable for managing P2-P4 incidents and service requests, ensuring status of resolution is clearly communicated to relevant stakeholders in a timely manner
• Accountable for ensuring the timely escalation of incidents/service requests that IT Service Desk Analysts are unable to resolve with a first-time fix
• Responsible for performing quality checks on the incident/service request process ie checking whether incidents/service requests are correctly categorised, have been resolved accurately and are not reopened
• Accountable for ensuring seamless handover of P1s and start/end of each rota
• During OOH rota, identify P1 incidents and manage through to resolution
• Responsible for ensuring updates to the Service Catalogue are complete, accurate and understood and ‘ready for service’
• Accountable and responsible for analysis of service/monitoring trends to identify recurring/potential service issues, escalate accordingly – to Systems Support Manager/ IT Service Manager - to be included in the Service Improvement Plan
• Accountable for ensuring the IT Service Desk documentation is accurate, kept up to date, facilitates all known first time fixes and to ensure the IT Service Desk Analysts refer to the knowledge base for resolution/contribution when first time fixes have not been documented/need updating/enhancing
• Accountable for ensuring other BAU standard tasks, i.e., joiner mover leaver is planned and carried out in a timely manner
• Managing, training, and mentoring of all IT Service Desk Analysts to ensure they are supported, able and motivated to deliver on their job roles, set up of 360 feedback process
• Responsible for maintaining inventory of head office IT assets and software subscriptions/licenses
  
  

What qualifications, skills and experience do I need?

• Degree in Computer Science or a technology-related field
• Experience in a multi-site business environment using technologies such as Active Directory, Citrix, SQL Server, Web Applications, SD-WAN, Azure
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
• Some experience in presentation, communication, facilitation 
• ITIL certification
• Experience of supervising an IT service desk and/or call centre
• Highly experienced in incident management, including managing business expectations and communication
• Experience in active directory administration, i.e., basic user set up and security group management
• Experience with using and troubleshooting Outlook 365 (permissions, calendar sharing, and delegation)
• Ability to use a call logging system (e.g., Sysaid, ServiceNow)
• Excellent communication skills and telephone manner
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Comfortable with accurately documenting in a clear and concise manner
• Confident and experienced in dealing with challenging situations and able to demonstrate problem solving and trouble shooting skills
• Excellent organisational skills and the ability to effectively time manage a number of different issues – with varying severity
• A commitment to going above and beyond in delivering an exceptional service that colleagues recognise as being valuable
  

  Desirable

• Microsoft certifications for Office 365, Windows administrator
• Experience and knowledge of leisure industry
• Speaks one or more of other languages – German, French, Spanish, Italian or Dutch

Closing Date:

30 Sep 2022