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Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what’s right.

THE GIG

Reporting into our Global Senior Service Delivery Manager, you will head up our newly formed Global Service Desk. As the Service Desk Manager, you’ll will be the driving force behind our strategy, nurturing professional growth, and ensuring smooth incident management aligned with SLAs.

You will help to implement the global service desk strategy and where required, take the lead in designing and developing solutions, improving our processes, and providing guidance & communications in line with industry best practice.

THE STUFF THAT SETS YOU APART

• You’ll partner with our Global Service Management Team and Technology Operations Managers, to drive best practice in Service Desk Operations, taking the lead in building out processes, guidance & communications in line with best practice.


• You’ll proactively identify trends, specific support requirements whilst ensuring your team are well equipped, skills and capacity wise.


• You will triage, delegate, and monitor incoming support tickets.


• You’ll will prioritise our ServiceNow tickets to ensure issues are dealt with in line with our SLAs.


• You play a crucial role in driving performance and motivation within the team.


• Training will be front of mind, and you’ll build appropriate training material to support you in building the Service Desk team’s capability, both on an individual & team level


• Establish and maintain effective communication with customers regarding updates on incidents or requests.


• Documentation will be keys to success, so you will be responsible for documentation and knowledge management.


• You’ll work closely with our domain delivery leads and heads of enabling capabilities to ensure transition of new services happen.


• You’ll be data driven & ensure weekly/month business reporting is generated and distributed appropriately; identifying opportunities to improve this.


• Continual monitoring of incidents from creation to resolution.


• You’ll will ensure correct categorisation, triaging of reported queries and provide solutions to increase first time fix rate.

YOUR FUNDAMENTAL QUALITIES

It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals – INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it.

To be our Global IT Support Desk Manager you will have an understanding of, and passion for, our products and a professional and flexible approach to work including travel to and work from different locations as required. You will also have the following:

• Experience in creating a new service desk function from the ground up.


• You’ll have managed support teams previously and are able to demonstrate initiatives you’ve implemented that have resulted in improved results (KPIs, FTT, SLA’s etc)


• You’ll have previous experience in a technical IT role as you’ll be an escalation point for the team, so being able to effectively support & develop their technical skills is key.


• You must have strong knowledge and understanding of service desk metrics & reporting.


• You must have great people management and leadership skills and a track record of effectively managing and developing teams.


• Having an eye for the details, such as trending analysis & prioritising key systems.


• Team development is something you’re passionate about both on an individual & team level; you’re comfortable identifying training needs and implementing appropriate solutions to support – Create a culture where your team is curious about problem solving & learning.


• Our ITSM tool of choice is ServiceNow, which will be key to this role, but experience with other systems will serve you well.


• You’ll be a self-starter & is able to work autonomously. There’s lots to do here, so you’ll be up for the challenge with a cool head on your shoulders.

WHAT’S IN IT FOR YOU?

• Office based – 5 days per week


• Welcome to the family free pair of Docs


• 65% off all Docs


• Award-winning ‘Buy As You Earn’ Dr. Martens share plan


• Private healthcare


• A dedicated culture team


• 2 paid volunteer days per year


• Amazing Camden based offices with roof terrace overlooking the canal

Are you ready to fill your boots? Apply now.

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers.

We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community.