2 of 2 Permanent Service Management Jobs in Salford

Job Description Purpose of the Role As the Service Desk Team Leader, you will lead and develop the Service Desk team, reporting directly to the Service Desk Manager. You will oversee day-to-day operations, ensuring the consistent delivery of high-quality technical support and excellent customer service. Your responsibilities will include implementing and refining effective processes … and develop support team members, providing guidance, mentoring, and coaching to enhance performance. Plan team workload, manage shift patterns, holidays, and resource allocation. Ensure consistent achievement of incident and service request SLA targets. Act as the escalation point for complex or high-priority queries. Manage supplier relationships where applicable, ensuring delivery aligns with organisational requirements. Conduct weekly review meetings … to address aged tickets and ongoing tasks. Participate in the management of major incidents, ensuring the team is kept informed and coordinated. Produce, analyse, and maintain regular reporting on team performance, ticket trends, and area metrics. Identify skills gaps, coordinate training, and support career development within the team. Engage in service reviews, contribute to service improvement initiatives More ❯

business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation and collaboration between cross functional teams and suppliers to restore normal service operation as quickly as possible., Summary The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post incident review, in addition this role … business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation and collaboration between cross functional teams and suppliers to restore normal service operation as quickly as possible. All the details What's In It For You Being a part of M&S is exactly that – playing your part to bring the … of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us. Here are some of the benefits we offer that make working for M&S just that More ❯