Service Desk Manager- Tesco Mobile

Job Description

This role is part of the Tesco Mobile (TM) team and will be based out of the TM Manchester office.

Join our team as an Operations Desk Support (OSD) Lead! In this role, you'll be at the forefront of IT Service Management, leading a skilled team of 1st and 2nd line support professionals. As the OSD Lead, you'll don multiple hats, serving as a Team Leader and wearing the Product Owner hat to align with our agile squad structure. We're seeking a candidate with a unique blend of technical expertise, leadership, and product management skills.

Your key responsibilities will include incidents and problems management, product administration, governance, and continuous improvement of services and processes within the squad. As a vital part of the OSD squad, you'll own the way in team management, service improvement, and metric tracking aligned with organizational objectives. Proactively supporting IT performance, you'll handle incident and problem management, ensuring swift resolution within agreed SLAs.

This position offers not only core ITSM responsibilities but also growth opportunities aligned with the ITSM Chapter's development paths. If you're ready to make an impact in a fast-paced, agile environment, apply now to be our Operations Support Lead!

Who we are

Tesco Mobile is a totally unique business, a 50/50 joint venture between VMO2 and Tesco that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions.

Tesco Mobile has more than 5 million customers and is award-winning, instilling agile methodologies and cultivating a fantastic can-do attitude across it's teams. We're always on the lookout for the best talent, be that from our two shareholders or the wider industry.

Working at Tesco Mobile means being employed by one of our joint venture shareholders – Virgin Media O2 or Tesco Mobile, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection – we are supermarket mobile!

The must haves

In order to be considered, you must have the following experience;

• Proven experience of leadership in IT service desk management
• Strong knowledge of ITIL or similar service management frameworks.
• Well developed customer service skills and superb communication.
• Strong analytical and problem-solving abilities.
• Effective triage/workload/time management abilities
• Experience with (or knowledge of) IT Service/Log Query applications monitoring experience tools e.g. Splunk, New Relic, Jira etc

The other stuff we are looking for

We'd also love you to bring;

• Team player with a positive attitude and a flexible approach.
• Ability to influence both within the team and immediate stakeholders
• Ability to act autonomously in setting direction and achieving goals.
• Experience of working within an agile environment or in an agile role

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Tesco Mobile means you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

We're all about hybrid working here, so expect to have a base location where you'll have the right facilities to enable amazing collaboration and quality time with your team, alongside all the right kit to work from home too.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are include two stage process.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Tesco Mobile family.

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