As an IT Service Desk Team Leader, you will play a crucial role in ensuring the smooth operation of the IT service desk and providing exceptional support to end-users. Your primary responsibility will be to manage and lead the service desk team, fostering a positive and collaborative work environment. You will conduct regular one-on-one meetings, performance reviews, and appraisals, offering constructive feedback and identifying opportunities for professional development, and onboard new analysts. With a lead by example approach to behaviours and maintaining a professional culture.
This role is based on-site 5 days a week with occasional weekend work when needed.
As part of this role, you will also: Monitor reports such as response times, first contact/first time resolution rate, and customer satisfaction and take appropriate action to improve performance. Oversee day-to-day service desk operations ensuring that Service Level Agreements (SLAs) are consistently met. Identify recurring issues and escalate to higher Service Desk/IT teams to help reduce workload. Ensure strict adherence to Service Desk processes, procedures, and policies. Act as a point of escalation for users experiencing issues that cannot be resolved in a timely manner. Develop and execute training programs to enhance technical skills, product knowledge, and customer service skills. Be responsible for all tickets assigned to the Service Desk queue and their progress. Maintain staffing schedule to ensure adequate coverage during operational hours, including adherence to break times. Identify and drive Service Desk continual service improvements. Conduct regular quality assurance checks on team members' calls and tickets. Provide team members with monthly one-on-ones. Rota'd managerial on-call duties including absence reporting and being a point of contact for escalations which includes evening and weekend availability. Work collaboratively with the wider IT department and business to create strong working relationships. Track and document team members' individual performance. Drive performance management and people development. Along with your benefits package, we also offer a wide range of perks for our colleagues: Reward, Recognition and Opportunities Frasers Champion - Our employees are at the heart of our business, and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer-nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it, or been relevant.
Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1 million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance.*
*subject to terms and conditions
Frasers Festival - An event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe - hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge, and much more.
CEO Sessions - Once a quarter, we offer 20 employees the opportunity to attend our "CEO Sessions" run by our CEO and leadership team. Employees have the chance to connect, network, and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline and to bring ideas back to the office which will improve how we work. Employee Welfare Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues' Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition, and lifestyle advice - all completely free.
Retail Trust - We know that it's not just about physical health; mental wellness is equally important, which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24-hour wellbeing helpline, wellness hub, counselling, and financial/legal support. What's next? Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focused and centred around how you align with our Culture and Values. If successful, we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focused and could include a presentation/task so we can see your skills in action. To stay ambitious, we need an IT Service Desk Team Leader who will embrace our heritage as we look to elevate our future. We're looking for candidates who see the possible in impossible; those who are open-minded and humble, not afraid to take a risk if it's the best option for our business. We are looking for someone who is: An experienced and confident leader who will elevate the team and drive professional behaviours. Experienced with Service Desk policies and processes. Able to manage pressured, fast-paced situations. Excellent troubleshooting skills. Able to make confident decisions and delegate work efficiently to maximize output. Excellent time management and organisation skills. Great understanding of IT Security processes. Strong communication skills with the ability to talk to any level of authority. Experience in a people and performance management role.
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This role is based on-site 5 days a week with occasional weekend work when needed.
As part of this role, you will also: Monitor reports such as response times, first contact/first time resolution rate, and customer satisfaction and take appropriate action to improve performance. Oversee day-to-day service desk operations ensuring that Service Level Agreements (SLAs) are consistently met. Identify recurring issues and escalate to higher Service Desk/IT teams to help reduce workload. Ensure strict adherence to Service Desk processes, procedures, and policies. Act as a point of escalation for users experiencing issues that cannot be resolved in a timely manner. Develop and execute training programs to enhance technical skills, product knowledge, and customer service skills. Be responsible for all tickets assigned to the Service Desk queue and their progress. Maintain staffing schedule to ensure adequate coverage during operational hours, including adherence to break times. Identify and drive Service Desk continual service improvements. Conduct regular quality assurance checks on team members' calls and tickets. Provide team members with monthly one-on-ones. Rota'd managerial on-call duties including absence reporting and being a point of contact for escalations which includes evening and weekend availability. Work collaboratively with the wider IT department and business to create strong working relationships. Track and document team members' individual performance. Drive performance management and people development. Along with your benefits package, we also offer a wide range of perks for our colleagues: Reward, Recognition and Opportunities Frasers Champion - Our employees are at the heart of our business, and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer-nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it, or been relevant.
Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1 million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance.*
*subject to terms and conditions
Frasers Festival - An event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe - hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge, and much more.
CEO Sessions - Once a quarter, we offer 20 employees the opportunity to attend our "CEO Sessions" run by our CEO and leadership team. Employees have the chance to connect, network, and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline and to bring ideas back to the office which will improve how we work. Employee Welfare Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues' Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition, and lifestyle advice - all completely free.
Retail Trust - We know that it's not just about physical health; mental wellness is equally important, which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24-hour wellbeing helpline, wellness hub, counselling, and financial/legal support. What's next? Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focused and centred around how you align with our Culture and Values. If successful, we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focused and could include a presentation/task so we can see your skills in action. To stay ambitious, we need an IT Service Desk Team Leader who will embrace our heritage as we look to elevate our future. We're looking for candidates who see the possible in impossible; those who are open-minded and humble, not afraid to take a risk if it's the best option for our business. We are looking for someone who is: An experienced and confident leader who will elevate the team and drive professional behaviours. Experienced with Service Desk policies and processes. Able to manage pressured, fast-paced situations. Excellent troubleshooting skills. Able to make confident decisions and delegate work efficiently to maximize output. Excellent time management and organisation skills. Great understanding of IT Security processes. Strong communication skills with the ability to talk to any level of authority. Experience in a people and performance management role.
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