Job Title: Group IT Help Desk Manager
About Us
Smyths Toys is a leading specialty retailer of children's toys with hundreds of stores across Europe and the UK. We deliver innovation and cutting-edge technology to our retail stores and distribution centres.
About the Role
We are seeking a dynamic and results-driven Group IT Help Desk Manager to join our team and transform the IT landscape for our international operations.
Key Responsibilities
* Lead and inspire IT helpdesk teams in Ireland, Germany, and France, fostering a collaborative environment that champions success.
* Oversee first & second level support, managing escalations to internal IT teams or specialised vendors as needed.
* Ensure smooth daily operations, handling escalations with confidence, and overseeing IT tickets to guarantee swift, efficient resolutions.
* Provide exceptional service to our retail stores, distribution centres, and Headquarters, with IT support teams serving as the primary point of contact for all IT-related issues and inquiries.
* Own relationships with outsourced IT service providers and strategic partners, ensuring that SLAs are exceeded and operations are flawless.
* Lead and project manage the IT fit-out of new store openings, ensuring our technology infrastructure is ready for the future of retail.
* Consistently review and enhance IT support processes, identifying opportunities for greater efficiency and alignment with business objectives.
Requirements
* Technical Mastery: In-depth knowledge of hardware, networks, infrastructure, and applications, and how they integrate to support seamless retail operations.
* Network Administration: Strong experience managing WAN, LAN, WLAN infrastructures.
* Windows Server Expertise: In-depth knowledge of Microsoft Active Directory, DNS, DHCP, WDS, and DFS.
* Cloud-based Administration: Proficiency in managing Google Workspace and Office 365 platforms.
* Remote Support & Monitoring: Familiarity with tools to manage IT environments remotely.
* Helpdesk Management: Proven ability to efficiently manage helpdesk ticket systems and prioritise support tasks.
* Retail IT Experience: Understanding of ERP systems and hands-on experience with retail POS hardware and software.
* Mobile Hardware Support: Expertise in supporting mobile devices and applications for retail and distribution settings.
* Leadership Excellence: Proven experience in leading IT teams, with a strong track record in vendor management, service delivery, and help desk operations.
* Process-Driven: You know how to streamline and improve processes, particularly in ticketing systems and helpdesk operations, to maximise efficiency.
* Communication Superstar: You're a clear communicator, able to explain technical concepts in simple terms for non-technical stakeholders.
* Adaptable & Agile: Comfortable in a fast-paced, dynamic environment, you're ready to take on evolving challenges with a pragmatic, flexible mindset.
What We Offer
* A benefits package inclusive of:
* 4 weeks annual leave rising according to length of service
* Defined Contribution Pension Scheme
* Life Assurance Cover
* Employee Assistance Programme
* In-store discount
* Company Sick Pay Scheme
* Company Maternity and Paternity Payments
* Special Life-Event Gifts
* Length of Service Awards
* Bike to Work Scheme
We are an equal opportunity employer, and the only thing that matters to us is your ability to do this role.