ITSM Lead (Helpdesk) Tesco Mobile

The ITSM Helpdesk Lead is responsible for overseeing the day-to-day operations of the IT helpdesk team, ensuring efficient and high-quality service delivery to end-users. This role involves handling incident resolution, service requests, and ensuring alignment to ITSM standard processes. The Helpdesk Lead will act as a key liaison between IT teams, suppliers, and business partners, driving continuous improvement and maintaining service excellence.

We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Buy holiday salary sacrifice scheme (for salaried roles)
• Private medical insurance
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
• Life Assurance - 5 x contractual pay
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
• The right to request flexible working from your first day with us
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want

Click Here to read more about the full range of benefits we have available for our colleagues

1. Team Leadership:

• Implement the strategy of the squad, and work closely with the squad lead to ensure that priorities are aligned
• Supervise and mentor helpdesk staff, ensuring they have the necessary skills and resources to perform effectively.
• Assign tasks, monitor performance, and provide regular feedback to team members.
• Foster a collaborative and customer-focused team environment that encompasses trust and respect throughout.

1. Incident and Request Management:

• Oversee the resolution of incidents and service requests, ensuring timely and accurate responses.
• Monitor ticket queues and prioritise tasks based on importance and impact.
• Ensure compliance with Service Level Agreements (SLAs).

1. Process Improvement:

• Identify areas for improvement in helpdesk processes and implement changes to enhance efficiency and service quality. Collaborate with other IT teams to streamline workflows and improve overall service delivery.

1. Reporting and Analytics:

• Generate and analyse reports on helpdesk performance, including metrics such as response times, resolution rates, and customer satisfaction and present findings to squad lead and chapter lead if appropriate whilst recommending strategies for improvement.

1. Stakeholder Engagement:

• Act as the main point of contact for escalations and complex issues and build strong relationships with business partners to understand their needs and ensure alignment with IT services.

1. Knowledge Management:

• Maintain and update the knowledge base to ensure accurate and accessible information for both helpdesk staff and end-users. Promote the use of self-service tools and resources.

1. Training and Development:

• Organise training sessions for helpdesk staff to keep them updated on new technologies and processes. Support onboarding of new team members.

• Demonstrable experience in IT Service Management and helpdesk operations.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with ITSM frameworks, with ITILv4 foundation certification as a must have
• Proficiency in helpdesk tools and ITSM platforms with familiarity in JIRA Enterprise
• Exceptional communication and interpersonal skills.
• Ability to work under stress and manage multiple priorities.
• Experience with Major Incident Management & Problem Management.
• Understanding of performance metrics and reporting tools.

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A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern - combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.  If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.