We have an exciting permanent opportunity within our Service & Systems Support Team as a Service Desk Team Leader. In this role, you will be responsible for managing the 1st Line Helpdesk Service – the front line of support for our retail and corporate users. Working in our Birmingham city centre head office in an office flexible role, you’ll be part of our award-winning Business Change and Technology 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. Think of a brand for any occasion, we’re all about providing moments to remember. If you’re passionate about hospitality, we want to hear from you!

Please note: This is Shift-based, alternating Earlies and Lates, 4 days on 4 days off covering 7 days a week / 365 days a year / 7am to midnight

What’s in it for me…?

• Permanent contract
• Annual bonus scheme with the potential to earn up to 20% of your salary annually. We’re all about rewarding hard work
• Love eating out? You'll love it even more with a massive 33% discount across all our brands, whether it’s a Miller & Carter date night or a Toby Carvery family roast we’ve got you covered 
• Never a dull moment - fun, laughs and lifelong friends! 
• Flexible working – to fit around the other important things in life, there’ll be a mixture of working from home and working in the business   
• Buy up to an extra 3 weeks holiday – life is for living after all! 

On top of all this, we offer; annual bonus scheme, a pension, 26 days paid holiday, private medical plan, high-street shopping discounts; and we even give you free shares! There's also a free employee helpline- to support you with whatever life throws at you.

What will I be doing…?

• Helping to manage the provision of the Helpdesk Service that meets the needs of the retail and corporate users and outlets.
• Working collaboratively with all areas of IT to ensure the daily service delivered by the MAB helpdesk 1st Line meets the team KPI’s at all times
• Engaging effectively with your team and building the appropriate skills and competencies to generate a motivated team that delivers great service.
• Act as a 1st Level escalation contact for all suppliers and business contacts.

What do I need…?

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

• High quality analytical, problem solving, presentational and troubleshooting skills.
• High quality service management skills.
• An ability to persuasively communicate with senior management, employees and the outlets
• A passion for customer satisfaction
• An effective problem solving ability under pressure, with the capability for lateral thinking in both day to day and strategic issues.

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 – 11.59pm on Wednesday 18th December 2024