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Gear4Music
,
York, North Yorkshire
Service Desk Manager
Overview
Job Description
Join our team at Gear4music! Launched in 2003 and now with over 2 million registered customers, Gear4music is the UK's largest retailer of musical instruments and music equipment. We operate across all genres and offer solutions for everyone - from rock 'n' roll to classical, from studio to stage. To support the growth of our business, we are looking for talented individuals to join us at our HQ in York, England - click here to visit our careers page to learn more about work life at Gear4music. Job Description We are looking for a passionate Service Desk Manager to manage the incoming workflow across our growing BAU function. Our 'Business As Usual' (BAU) function is a vital part of the software development & platform team that ensures critical business processes continuously operate at full capability. Spanning almost every aspect of the business' technologies, the BAU team must rapidly understand and respond to technical issues, as well as requests for feature enhancements or data. Based at our headquarters in York, the Service Desk Manager is a key connecting role in ensuring the technical BAU team (based in Manchester) priorities and remedies the most important issues for our growing business. Responsibilities: Work closely with a range of business stakeholders to understand issues or requests Have a solid understanding of the commercial and operational impact of an issue and be able to communicate that effectively Use your understanding to ensure the BAU backlog is appropriately prioritized based on the business' needs Facilitate communication between the development team (based in Manchester) and the wider business (based in York), ensuring that stakeholders are informed of updates for relevant issues at all times Work with BAU team members to create and adhere to an appropriate prioritization framework Be able to help the team swiftly problem-solve every day and be proactive in finding solutions Travel to Manchester to meet with the BAU technical team and other technical stakeholders on a regular basis Recognize when to engage with or escalate to subject matter experts or experienced stakeholders for input & guidance on problem / solution approach Role Requirements - To be successful in your application, please ensure that your experience aligns with the following: Exceptional attention to detail A positive attitude and problem-solving approach to work A desire and willingness to learn and understand technologies, systems and processes beyond your role's immediate remit An understanding and appreciation for how technology impacts positively and negatively on commercial aspects of business The ability to communicate effectively with both technical and non-technical stakeholders at varying levels of seniority Experience in pulling together and analysing data and reports to generate insight into the efficiency of business functions Experience working in a fast-paced online retail organisation desirable but not essential What we offer: Competitive salary Generous staff discount on all musical products Cycle to work scheme Free car parking Corporate eye care Refer a friend scheme Free flu jabs Employee Assistance Programme. If you would like to further your career with a dynamic, growing company, where you can expect to be rewarded for hard work - please apply today! We are an equal opportunities employer and welcome applications from all sections of the community.