As a 2nd Line Support Manager, you will be responsible for leading a team of 2nd Line Analysts, providing the highest levels of service to our Retail and Corporate user base. Working in our Birmingham city centre head office in an office flexible role, you’ll be part of our award-winning IT Department, working within our Service Desk Team.

Join us at Mitchells & Butlers, the heart of hospitality. With over 1,600 sites we’re the home of some of the nation’s favourite restaurants, bustling bars, cosy country pubs and the local you didn’t know we owned. It’s been a tough year, but we’re not letting that stop us! Our investment programme is already underway, and we have been working in the background to make sure we come back stronger than ever.  If you’re as passionate about hospitality as we are, we want to hear from you!

What’s in it for me…?

·       Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered.  

·       Flexible working – to fit around the other important things in life   

·       Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in

·       Buy up to an extra 2 weeks holiday – life is for living after all! 

On top of all this, we offer; a pension, 26 days paid holiday, 33% Employee Discount, high-street shopping discounts, an online wellbeing hub; and we even give you free shares!

What will I be doing…?

·       Managing the 2nd line support team and operational management of workloads

·       Deputising for the Helpdesk manager in times of absence

·       Owning ServiceNow and driving improvements on the desk, including development and evolution of the system

·       Identifying, managing, and implementing opportunities for Automation across the Service Desk to maximise efficiency and improve results

·       Responsibility for and management of Knowledge across the Service Desk and in ServiceNow, identifying opportunities to improve both the quality of and access to that information

·       Supporting the Major Incident function as required

·       Dedication to Continuous Service Improvement and suggesting better ways of working

·       Acting as a representative for the Service Desk in meetings, workshops or public forums as required

What do I need…?

Just like our brands, our teams are diverse. You’ll...  

·       Strong working knowledge of Microsoft systems and applications, including but not limited to Windows OS, Office 365, Microsoft Office suite

·       Comfortable with ITSM tools specifically ServiceNow

·       Broad knowledge and understanding of mobile devices and applications including Apple iOS and Android operating system

·       Good understanding of IT infrastructure covering network and server knowledge, including Cisco Meraki and the associated devices such as Router, Switch, AP

·       Knowledge and understanding of TCP/IP, DNS, DHCP, Active Directory

·       Confidence in dealing with various devices and hardware, including but not limited to laptops, desktops, tablets and printers

·       A strong understanding of internet and web technology as it relates to this role, including but not limited to Java, HTML, web authoring eg CBORMS

·       Experience of remote diagnostics using RDP, SCCM, SOTI

·       E-mail security and delivery issues (IP white and black lists, firewall, VPN) and Mimecast

·       Working knowledge of alerting and monitoring technology eg. Dynatrace

·       Demonstrable experience using service management toolsets

·       Excellent written and verbal communication skills

·       Excellent team and organisational skills, including the ability to chair meetings, plan and manage resources (including suppliers) and ensure deadlines are met

·       Experience of the supervision and/or Line Management of staff

Working at the home of hospitality (our head office), you may not be serving our guests, but your support will put smiles on our guests and teams faces. This is the place where we get creative, train our teams and crunch our numbers. We’re all about having fun and creating moments to remember across the nation, our head office is no different.  

Closing Date: Midnight, 4th July 2021