Job Description

The Frontline Group IT team are looking for a new Service Desk Manager to continue support the IT Requirements for the group. The role will provide front-line primary technical support to users on various technical issues and problems relating to hardware, software and peripherals. you will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. This fantastic opportunity is offered as a full time permanent position.

Our Service Desk Manager will manage and develop a team of Service Desk Analysts to provide support to the business and ensure that our users and systems are able to respond to the demanding work placed on them.

Key Responsibilities:

• Manages and coordinates urgent and complicated support issues. Act as escalation point for Service Desk team members.
• Drive the continuous improvement and customer service programme to ensure the appropriate levels of customer service are provided across the Frontline Group. Instil an exceptional customer service ethic in all Service Desk staff.
• Analyse the performance of system activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Track and analyse trends in Service Desk requests.
• Manage process for communicating outage/emergency activities to the organization.
• Oversee the development, implementation, and administration of system support staff training procedures and policies.
• Analyse and propose future solutions and processes to improve service delivery of the Service Desk function.
• Ensure regular 1-2-1 meetings take place with team members and conduct formal appraisal meetings.
• Conduct recruitment & selection of new staff and manage the induction process as appropriate.
• Assist in creation of the wider IT Budget by focusing on Service Desk requirements.
• Work with Infrastructure and Security teams to focus on best practice and systems/process improvements.
• Accountable for Service Desk function and all levels of service delivery to the users of Frontline Group.
• Management of standards and customer service levels by Service Desk staff.
• Compliance with best practice and checking of work by others.

Benefits

At the Frontline Group we offer great training, and a range of salary sacrifice flexible benefits which you can select based on your lifestyle; benefit options include private medical insurance, holiday purchase and a tech scheme to name a few.

On top of that we also offer:

• 25 days holiday plus bank holidays (pro rata)
• Coaching and mentoring available to all
• Informal hybrid working
• 2 paid days to volunteer for a registered charity
• Confidential Employee Assistance Programme

Essential Skills

Our Service Desk Manager will be able to demonstrate:

• Good general IT knowledge skills for required systems
• Strong customer-focussed skills
• Excellent telephone manner and strong interpersonal skills
• Enthusiasm and willingness to learn
• Strong attention to detail with an articulate and methodical approach
• Understanding of key cyber security principles

About Company

The Frontline Group is made up of Frontline, Seymour, Gold Key Media and Routes to Retail. We\xe2\x80\x99re the UK\xe2\x80\x99s leading retail sales, marketing and distribution company working predominantly in the exciting and diverse areas of publishing and home entertainment.

Our key clients include publishers of iconic magazine brands such as Radio Times, Good Housekeeping, TV Choice, Heat, Top Gear, Grazia, Vogue, Slimming World, Cosmopolitan, Empire, National Geographic and 100\xe2\x80\x99s more. We also work with major film studios managing their DVD presence within the grocery retail channel and are growing our reach in categories such as books and music with further category expansions on the horizon.

As a Distributor we work closely with UK and International retailers, wholesale, International Distributors and other parts of the supply chain to ensure our client\xe2\x80\x99s sales, retail marketing and distribution objectives are met. Through our brand targeting and audience engagement agency Gold Key Media we develop sampling and marketing solutions, and we manage brand placement activities in the events, travel and hospitality sectors across the world.

The Frontline Group is owned by two of the world\xe2\x80\x99s leading publishing companies, Bauer Media and Immediate Media Company (Hubert Burda Media). This will provide opportunities to grow your career across a number of different businesses and functions including brand marketing, sales, analytics, insight, finance, IT services, supply chain and publishing. We strongly believe in developing our own people and have a great track record of supporting and coaching our colleagues, who have then gone on to grow their career within our business.

Our teams are made up of the most talented and widely respected people in our industry and are seen as the experts in their fields. At the Frontline Group we celebrate our differences and ensure everyone feels welcome, trusted and valued for being their authentic selves.

Bring \xe2\x80\x98You\xe2\x80\x99 to the interview

Diversity and inclusion are at the heart of everything we do. We want to make sure that our selection processes are transparent and fair, providing a level playing field for anyone who wants to come and work with us. Therefore, if you require any adjustments to an interview process, please feel free to get in touch with who will be happy to discuss your needs in complete confidence .

All our roles offer an informal hybrid working option, combining in-office and remote/home working.

Want to see what our People say about working for us? Head on over to our website to find out more.

Please see our Candidate Privacy Policy on the Working With Us page on the Frontline website.

Frontline Group