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Service Desk Manager

Date: 30-Apr-2021

Location: LEEDS, GB

Company: Telefonica S.A.

Location: Leeds

Closing Date: 14 May 2021


Here at O2, we’re about technology that creates exciting experiences. It’s why there are over 35 million people who choose to live life on O2.  

Being part of Telefonica, one of the world’s most creative digital companies, we’re able to open up all sorts of possibilities – not just for customers, but for the people who work for us, too. 

Great benefits. Great rewards. High-quality training. Ongoing career development. Flexible working. These are just some of the reasons we attract great talent. 

Our inclusive approach to recruitment helps us be a true reflection of our customers and their communities. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.


About the Team:

Internal Service Desk is a single point of contact for colleagues requiring IT support. Available 6 days a week the team accepts Service Requests or Incidents via the phone and Online.


Supporting our office-based colleagues in Retail and Franchise stores along with partners, such as, Capita and Tesco. The team receives approximately 10,000 requests for IT support per month. The team provides advanced level technical support, resolving 80% queries at first contact & end-to-end case management for all reported issues.


About the Role:

The Service Desk Manager will be part of the service desk team, responsible for coordinating daily operational activities on the Service Desk.  The Service Desk Manager will lead on the delivery of operational KPI’s, knowledge management & coaching within the Service Desk. 


Key Responsibilities:

  • Lead the delivery of day to day team performance & KPI’s.
  • Lead daily resource management activities.
  • Line Management.
  • Act as a point of contact for issues, complaints and escalations.
  • Identify inefficiencies and drive improvements.
  • Coordinate knowledge management across the team including knowledge retention & training.
  • Coach team members by giving technical guidance and investigating root causes of issues.
  • Develop & maintain strong relationships with key senior managers, their direct reports and wider teams
  • Promote Service Management’s brand, strategy and people to wider business stakeholders


What We Need from You:

  • Experience of working within a service desk or application support environment.
  • Experience of working within a high-pressured customer focused environment.
  • The ability to understand our customers & what is important to them, communicating technical instructions in a non-technical way.
  • Excellent communication skills both written and oral.
  • Strong analytical and investigation skills with the ability to resolve issues in a high-pressure and time critical environment.
  • Ability to take ownership and manage issues to resolution.
  • Ability to work effectively and produce consistent results in a close-knit team as well as independently.
  • Highly organised with the ability to prioritise workload and incorporate changing priorities.
  • To comply with company policy and best practice in security, legal and regulatory compliance, including compliance to international and national quality standards
  • Understanding of the ITIL Framework and ISO 27001


Salary and Benefits: 

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.


We also believe a great work-life balance is important, so we’re open to considering part-time and flexible approaches to working.   Like to know more, feel free to raise it.


Please note:

  • If you have any questions around the role then please email who will be happy to help
  • Due to the potential conflict of interest, unfortunately we’re unable to facilitate secondments to or from Tesco Mobile
  • Remember – you must notify your line manager whenever you apply for a new role, and if you are applying for a secondment, please take a look at the secondment policy available via the intranet