IT Helpdesk Team Leader


Job Details


Normanton - IT

Contract Type


Working Pattern

Full Time



Closing Date

30/10/2020 23:45

About IPL

At IPL our role is to improve the shopping experience of the Asda customer by driving great value, quality and availability of our products to ensure that we are Asda’s lowest cost, and sustainable supply chain partner. Our sustainable sourcing model supports Asda’s mission to help their customers to save money and live better lives.

We are one of the largest privately-owned food processing businesses in the UK and we have thousands of colleagues based across multiple sites.

About the site

Normanton is home to our head office and is also the largest of our operational sites where we pack fresh fruit, salad and vegetables.

Several of our support functions are based here as well as the majority of our Commercial and Buying teams. Our pack house is in operation 24 hours a day and 364 days a year, employing over 700 colleagues. We offer a broad range of roles based at site from Production Operatives to Technical Managers, Business Unit Administrators to IT Specialists.

About the Role

Due to continued expansion and investment into our Group IT function we are now seeking an experienced IT Technical Service Desk Team Leader based at our Normanton Head Office.  You’ll be responsible for managing the IT Technical Service Desk team and ensuring service delivery standards are upheld with all resource utilised effectively and efficiently.

The desk is a busy, high volume environment and this is an excellent opportunity for an experienced Helpdesk Team Leader who is looking to take the next step in their career working for a highly reputable local company that is a subsidiary of the world’s largest retailer.

Core Hours: Monday - Friday: 8.30am - 5.00pm

Your key responsibilities will include:

  •  Lead a team of Technicians, to ensure prioritisation of workload is achieved, meeting daily SLA and KPI metrics
  • Act as an escalation point for both Technicians and Customers, delivering a high standard of Customer Service

  • Ensure the Incident Management, Problem Management and Change Management processes are followed

  • Completion of monthly insight and performance analysis reports and KPI’s are recorded and maintained. Identifying trends and escalating problems to the Service Delivery Manager

  • Managing team resource levels, development and 24/7 On Call Rota

  • Responsible for Software & Hardware Asset Management together with the issuing of consumables and associated stock control

  • Drive a Customer Service culture throughout IT, ensuring effective communication at all levels

Skills and Experience Required

  • 2+ years’ experience of a supervisory role within a commercial IT Support function

  • Excellent decision making & problem solving skills combined with significant attention to detail and accuracy

  • Working knowledge of Microsoft Operating Systems (Desktop & Server)

  • Detailed knowledge of Active Directory, Server & Desktop management

  • Strong knowledge of hardware including User Devices, Printers and Factory Systems

  • Experience of working on 1st and 2nd Line IT Support Helpdesk.

  • Good understanding of controlling and management of IT Assets (including software & hardware)

  • Proven ability to lead, motivate and develop a technical team together with experience of coaching and mentoring team members

  • Fantastic communication skills & the ability to establish strong, positive relationships with colleagues at all levels.

  • Ability to organise own and team workload to business priorities and under pressure

  • Previous experience of implementing new process and process improvement

  • Flexible to working hours, weekend working and out of hours’ escalation point.

Desirable Skills and Experience:

  • ITIL4 Foundation Certification

  • Working knowledge of Dynamics 365

What's in it for you?

We are a rapidly growing and exciting business, dedicated to the development of our colleagues and committed to creating a great place to work. In order to grow we need to find people already living our Values – Supportive, Trailblazing, Engaging and Principled.

In return we will offer you development, a competitive salary and benefits package, inclusive of:

  • 33 days annual leave (including bank holidays)

  • Private Healthcare

  • Annual Bonus Scheme

  • Enhanced Pension Scheme

  • 10% Asda Discount (terms and conditions apply)

  • Life assurance (4x base salary)

  • Health and wellbeing assistance programme

  • Free Parking



Your place in our world

Manager - IT Service Delivery
IT Helpdesk Team Leader