The Service Desk Manager will report into the End User Service Manager and will be responsible for the day-to-day running of the IT Service Desk which supports over 4000 Harrods employees, making sure the team's performance is in line with the business expectation. You will be working closely with all parts of the IT Function and be responsible for ensuring SLA's to the business are met along with managing the relationship with key managed support suppliers at an operational level on a daily basis. The role has line management responsibility (3 analyst) alongside vendor management requirement for the operation.

About Us

The IT Department at Harrods provide support for all electronic communications systems within our luxury store in Knightsbridge, the Hammersmith Head Office and all other subsidiaries of the Harrods Group through both internal and external support teams.

About You

You must display a high level of personal capability, impact and influence with proven ability to work effectively and persuasively at all levels of the business. You have the ability to think logically, analyse situations, solve problems and lead a mixed service desk environment with direct and indirect teams to in a shift environment to meet agreed performance targets. Strong vendor management experience is key, as well as good working knowledge of Power BI with the ability to produce informative reporting.

We are looking for:

• High level knowledge of ITSM processes, methodologies and tools sets.
• ITIL certified as a minimum.
• Prior experience of managing service desks involving direct and non-direct resource.
• Thorough understanding of SLA’s and KPI’s.
• Has the ability to lead and model teams effectively through structured coaching and delivery by professional example.
• Good working knowledge of Change Management and Audit with strong security awareness.
• Sound knowledge of Microsoft server environments, office 365 solution including Azure Active directory, Network (LAN, WAN, VPN, TCP/IP, DNS), POS, vulnerability and patching tools.

Our Promise to You

No one gets slotted into a box at Harrods. We will encourage you to be yourself and bring your whole personality to work. Then, together, we will find new ways to delight customers, bringing them luxury experiences that redefine the art of what is possible.

More immediately, you will benefit from an excellent benefits package, including a company pension, flexible working, 25 days’ holiday and your birthday off, up to 33% in-store discount and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook, or Instagram.