Location: We welcome applications from those looking to work on site at the Distribution Centre in Stafford
About the Role
At Pets at Home, we’re constantly adapting to transform pet care. Our transformation programme is shaping, building, and delivering our next generation holistic pet care service. Our goal is a fully personalised customer experience that integrates pet care across store, multi-channel and vets to deliver a seamless service. The ambition, scale and variety of our work sets us apart, and we’re backed by unprecedented investment, including in our state-of-the-art Distribution Centre that provisions stock across our entire estate as well as directly to our customers at home.
We are looking for a Team Leader to lead our Distribution Centre IT Service Desk, to be based at our offices at Stafford. If you are a passionate, proactive and customer focused leader with proven leadership experience in an IT environment, then we would love to hear from you.
As IT Service Desk team leader, you’ll lead, coach and develop our people, manage our service commitments and deliverables to meet the needs of our Distribution Centre Colleagues, and strive to continually uplift our service offering, delivering exceptional service for our dedicated Colleagues.
Your role and team will be an integral part of our wider IT Service Desk, which is key in delivering IT Support services to over 450 Pet Care Centres and Vet Practices, alongside 3 Support Office buildings and Distribution Centre. We support a variety of services to our Colleagues, from Password Resets and Office 365 support to software installations and hardware faults.
Key Responsibilities
* Lead and inspire Service Desk analysts who support our Colleagues through various contact methods, including telephone, email, and self-service.
* Act as a subject matter expert, promoting a knowledge management database and assisting with operational queries.
* Represent the IT Service Desk to other Service Delivery departments and our Colleagues.
* Use data to understand demand drivers and ensure sufficient resourcing to meet those demands.
* Identify issues needing further assistance and escalate appropriately to relevant support teams.
* Participate in an on-call rota (additional benefit payments apply).
* Conduct team meetings and promote personal development within the team.
* Manage financial aspects, including working with suppliers and raising purchase orders.
* Manage stakeholder relations for onsite changes.
About You
* You will be a passionate, energetic and proactive leader with previous experience in a similar role.
* You will have worked in an ITIL process-driven environment, following Incident, Request, Knowledge, Change, Problem, and Asset Management processes.
* You’ll possess strong interpersonal and communication skills to liaise effectively with your team and Colleagues.
* You will understand the essence of great Customer Service and replicate that experience within your teams.
* You’ll be organised with excellent time management skills to prioritise your workload and that of the team effectively.
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
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