People at Pret work hard, have fun, learn a lot and really grow. Right now, we’re looking for a passionate Head of IT Services to join us.
About Pret
Pret is an international on-the-go food and drink retailer founded in 1986. Our purpose is to make every day a little bit brighter, through organic coffee, freshly prepared food, and exceptional customer service to millions of people. Pret runs hundreds of shops across the UK, France, USA, and Hong Kong, with additional shops run by franchise partners around the world.
Pret is transforming from a bricks-and-mortar focussed retailer to a truly customer-centric digital business with a leading consumer brand that aims to stand for more than just ‘freshly made, healthy food, to go’. We’re aiming to better understand our customers and their preferences, so now is an exciting time to join us!
The Role
Reporting into the IT Director, the Head of IT Services role will oversee all IT Service staff and ensure that end users are receiving the appropriate assistance, resolution to IT issues, customer support as well as ensuring all published SLAs are being met.
This includes the responsibility of managing all procedures related to deployment of equipment, identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk and Desktop Support functions.
The Head of IT Services is also responsible for planning, designing, and analysing the organisation’s service desk, shop support, vendor support and desktop support services according to best practices, while ensuring high levels of customer service, quality and availability.
This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Head of IT Services is also responsible for staff capacity planning, service process design, performance analysis, asset management and developing proactive resolution plans. The Head of IT Services will also manage ITIL Process across the IT department as required, including critical incident and change management.
Responsibilities
* Build IT Service Team and ongoing management of team members
* Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
* Deploy and manage ITIL frameworks
* Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
* Analyze performance of Service Desk and Desktop Support activities and quality check document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
* Design deployment and asset management procedures for all IT equipment requests
* Manage external vendors for break fix support across 90 plus remote locations
* Plan and conduct performance appraisals of staff, administer disciplinary action, raises, bonuses and promotions when necessary.
* Collaborate with other departments to identify and/or procure required software for internal staff and external clients where needed.
* Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues- as well as monitor exernal vendor’s performance and engagement.
* Ensure appropriate training initiatives for new and existing staff.
* Install, deploy, and configure IT management tools
* Manage the processing of incoming calls to the Service Desk via telephone, e-mail, text and other means to ensure courteous, timely and effective resolution of end user issues.
* Develop and enforce request handling and escalation policies and procedures.
* Track and analyze trends in Service Desk requests and generate statistical reports.
* Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
* Develop and deploy imaging solutions to streamline equipment provisioning
* Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
* Oversee development and communication of help sheets, usage guides and FAQs for end users.
* Oversee the development, implementation and administration of service desk training procedures and policies.
* Train, coach and mentor Service Desk Technicians and other junior staff.
* Manage the overall Service Desk and Desktop Support activities and staff.
* Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.•
* Monitor incident trends and anticipate potential problems for proactive resolution.
* Manage Critical Incident Process for all major IT incidents.
* Maintain internal SLAs for IT Support
* Manage vendor relationships with IT support vendors and ensure contracts and SLAs are being honored.
* Manage the call center phone system with Service Desk best practices in design and function in mind at all times.
Skills and Experience
* Excellent relationship management and performance management skills.
* Strong team leader and person manager
* Ability to motivate and direct staff members and subordinates.
* Complete customer service orientation.
* Proven analytical and problem-solving abilities.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Excellent written, oral, and interpersonal communication skills.
* Exceptional interpersonal skills, with a focus on listening and questioning skills.
* Ability to conduct research into detailed technical issues and products as required.
* Ability to present ideas in business-friendly and user-friendly language.
* Highly self-motivated and directed.
* Keen attention to detail.
Pret Offers
* Competitive salary and annual bonus
* 33 days holiday a year including Bank Holidays
* Private healthcare
* Life assurance
* Pret pension scheme
* Season ticket loan
* Free lunch and drinks
* 50% discount in Pret shops worldwide
* Great reward and recognition events
* Legendary parties
At Pret, we embrace a hybrid working model, with our team spending three days a week in the office.
The deadline for applications for this role is Thursday 23rd January 2025.
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