dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag and Travel Republic.
We are now recruiting for an experienced IT Service Desk Team Leader to join us in Leyland (Lancashire), to lead and manage our 1st & 2nd line teams (located in UK, UAE and Philippines) to ensure operational performance is maintained and SLAs are met.
In this role, you’ll also support the Service Desk Manager to improve Service Desk performance and collaborate with Service Delivery Managers for escalated tickets, whilst managing stakeholder expectations including major incident management (MIM).
This is a full-time role, based in Leyland, however some UK travel to other sites may be needed, so it is essential candidates hold a full UK driving licence. You will be required to participate in the on-call rota to provide out-of-office hours support on critical / major incidents.
Job Accountabilities
Lead the 1st & 2nd line teams located globally, serve as the escalation point of contact for these teams, with a reasonable requirement of availability to be contactable outside of regular working hours. Regularly engage with business stakeholders to provide progress updates on key incidents & service requests, while also driving improvements on IT services based on business feedback. Lead & guide the 2nd line team to provide on-site support and provision end user devices. Manage the IT Asset Register for end user devices. Ensure the Service Desk operating procedure document is up to date and reflects new/changed processes. Build & maintain a knowledge repository on FAQ, KB, KEDB, System User Guides, ensuring Service Desk teams use this effectively. Pro-actively identify opportunities to improve service and automate processes. Spot check on the adherence to Service Desk processes & ticket management/categorisation standards. Identify any skills gaps and put an improvement plan in place. Work & coordinate with our wider IT teams and suppliers to manage planned & unplanned outages including major incidents. Ensure all outages & major incidents are accurately captured in the ITSM tool including total impacted & outage duration. Participate in CAB meetings by reviewing all upcoming IT CR’s ensuring CR’s meet all criteria. Lead periodic audit activities. Drive problem & change management to ensure Service Desk teams are fully onboard with on-going incidents. Collaborate with Service Delivery Managers to prepare & plan service work expected from project delivery & major system enhancements. Lead daily stand-up calls related to managing the team, service desk tickets & P1 reviews. Work with Service Desk Manager & Service Performance team to review Service Desk statistics & present plans to improve performance. To be considered for this role, we need you to have the following skills, experience and qualifications:
Experience:
Significant experience in a similar role leading global IT Support teams. Proven experience in managing business stakeholders at various levels, particularly in high-pressure situations, critical incidents, or complex challenges, ensuring effective communication and resolution. Experience in server technologies & triaging at server level. A credible knowledge in managing & guiding a technical operations team. Managing End-user devices and technologies. Managing and configuration of ITSM application such as ManageEngine or ServiceNow. Active Directory, O365, GPO’s and DNS. Microsoft Office software & Exchange. AV & Enterprise security products. Troubleshooting desktop and laptop hardware issues. End-user device provisioning & OS deployment methodologies. Troubleshooting TCP/IP network connectivity issues including Telephony/VOIP Systems. Setting up networked printers. Qualifications & Skills:
Certified in ITIL MP or Practitioner. Educated to degree standard in a relevant subject. Process improvement. Leadership and People management, including providing direction and developing talent. Stakeholder management. Excellent written and verbal communication skills. Team player. Result driven. A proactive and logical approach to problem solving. Logical, creative and analytical thinking skills. A sound level of troubleshooting and fault-finding skills. Able to work under pressure and within a geographically distributed, multi-disciplined, remotely managed team. Desirable:
Experience in cloud technologies. Travel industry experience/knowledge. Certifications in Microsoft certifications. Leadership qualifications. For more information, please click on the job description below. Our bright, modern office in Leyland is just 10 minutes from junctions 28 & 29 of the M6. We have some fantastic benefits, making us a great place to work: 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays). Additional annual leave purchase scheme. Company pension scheme. Life assurance. Private Medical cover for you. Low-cost health care for your family. Employee Assistance programme. Mental Health First Aiders. Ongoing development – we have an in-house People Development Team. Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people. Industry/social events – including supplier events, office socials & parties and pop-up shops. Cycle to work scheme. Long service awards. Reward & recognition programme. Belong programme - six Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy. Volunteer days – one day’s paid leave each year to volunteer with a registered charity. dnata4good – supporting the local communities we work, live and thrive in. Refer a friend scheme. Free eye care tests. Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping. Casual dress code. Free tea and coffee, subsidised on-site restaurant with free Wi-Fi and free car parking.
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Lead the 1st & 2nd line teams located globally, serve as the escalation point of contact for these teams, with a reasonable requirement of availability to be contactable outside of regular working hours. Regularly engage with business stakeholders to provide progress updates on key incidents & service requests, while also driving improvements on IT services based on business feedback. Lead & guide the 2nd line team to provide on-site support and provision end user devices. Manage the IT Asset Register for end user devices. Ensure the Service Desk operating procedure document is up to date and reflects new/changed processes. Build & maintain a knowledge repository on FAQ, KB, KEDB, System User Guides, ensuring Service Desk teams use this effectively. Pro-actively identify opportunities to improve service and automate processes. Spot check on the adherence to Service Desk processes & ticket management/categorisation standards. Identify any skills gaps and put an improvement plan in place. Work & coordinate with our wider IT teams and suppliers to manage planned & unplanned outages including major incidents. Ensure all outages & major incidents are accurately captured in the ITSM tool including total impacted & outage duration. Participate in CAB meetings by reviewing all upcoming IT CR’s ensuring CR’s meet all criteria. Lead periodic audit activities. Drive problem & change management to ensure Service Desk teams are fully onboard with on-going incidents. Collaborate with Service Delivery Managers to prepare & plan service work expected from project delivery & major system enhancements. Lead daily stand-up calls related to managing the team, service desk tickets & P1 reviews. Work with Service Desk Manager & Service Performance team to review Service Desk statistics & present plans to improve performance. To be considered for this role, we need you to have the following skills, experience and qualifications:
Experience:
Significant experience in a similar role leading global IT Support teams. Proven experience in managing business stakeholders at various levels, particularly in high-pressure situations, critical incidents, or complex challenges, ensuring effective communication and resolution. Experience in server technologies & triaging at server level. A credible knowledge in managing & guiding a technical operations team. Managing End-user devices and technologies. Managing and configuration of ITSM application such as ManageEngine or ServiceNow. Active Directory, O365, GPO’s and DNS. Microsoft Office software & Exchange. AV & Enterprise security products. Troubleshooting desktop and laptop hardware issues. End-user device provisioning & OS deployment methodologies. Troubleshooting TCP/IP network connectivity issues including Telephony/VOIP Systems. Setting up networked printers. Qualifications & Skills:
Certified in ITIL MP or Practitioner. Educated to degree standard in a relevant subject. Process improvement. Leadership and People management, including providing direction and developing talent. Stakeholder management. Excellent written and verbal communication skills. Team player. Result driven. A proactive and logical approach to problem solving. Logical, creative and analytical thinking skills. A sound level of troubleshooting and fault-finding skills. Able to work under pressure and within a geographically distributed, multi-disciplined, remotely managed team. Desirable:
Experience in cloud technologies. Travel industry experience/knowledge. Certifications in Microsoft certifications. Leadership qualifications. For more information, please click on the job description below. Our bright, modern office in Leyland is just 10 minutes from junctions 28 & 29 of the M6. We have some fantastic benefits, making us a great place to work: 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays). Additional annual leave purchase scheme. Company pension scheme. Life assurance. Private Medical cover for you. Low-cost health care for your family. Employee Assistance programme. Mental Health First Aiders. Ongoing development – we have an in-house People Development Team. Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people. Industry/social events – including supplier events, office socials & parties and pop-up shops. Cycle to work scheme. Long service awards. Reward & recognition programme. Belong programme - six Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy. Volunteer days – one day’s paid leave each year to volunteer with a registered charity. dnata4good – supporting the local communities we work, live and thrive in. Refer a friend scheme. Free eye care tests. Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping. Casual dress code. Free tea and coffee, subsidised on-site restaurant with free Wi-Fi and free car parking.
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