Retail Tech Support Team Manager

Were Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our players and revolutionising the gaming space as we go. Were home to a global family of more than 25 wellknown brands and with a focus on sustainability and growth we will transform our sector for our players for ourselves and for the good of entertainment. 

The Retail Service Desk Team Manager role is responsible for recruiting training leading and developing a team of Retail Service Desk Consultants. This role is crucial to ensuring our retail colleagues requirements are met in terms of communication prioritising escalating and resolving incidents and requests across their subteam. 

The Retail Service Desk Team Managers other key purposes are to act as a point of escalation for serious tech issues in Retail which have passed their SLA and to review internal ways of working to support the Retail Service Desk Senior Managers delivery of the best possible service to our Retail Estate. 

Key responsibilities 

Oversee the resolution of tickets/tasked to ensure that are Retail Tech uptime levels are as close to 100% as they can possibly be. 

Recruitment and Induction of new Consultants within their team. 

Ongoing training and support of consultants including (but not exclusively) reviewing telephone manner written case notes and responses to live chats. 

Responsible for leading developing and managing the teams performance ensuring all members meet the required level of performance. 

Support Consultants with challenging/complex cases both in the moment/offline review as part of weekly and monthly review meetings. 

To ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership. 

Identifying ways to improve the overall service levels of the team and agreeing structure to ensure it is consistently applied across the department 

Bridge the gap between Retail Operations and Tech by becoming a trusted point of escalation for a senior management team and a provider of accurate balanced feedback to our senior IT team. 

Take project Lead Roles to ensure that our retail colleagues views are heard and that as a wider business we are best placed to adapt to new supported services. 

Qualifications :

Oversee the resolution of tickets/tasked to ensure that are Retail Tech uptime levels are as close to 100% as they can possibly be.  

Recruitment and Induction of new Consultants within their team.  

Ongoing training and support of consultants including (but not exclusively) reviewing telephone manner written case notes and responses to live chats.

Responsible for leading developing and managing the teams performance ensuring all members meet the required level of performance.  

Support Consultants with challenging/complex cases both in the moment/offline review as part of weekly and monthly review meetings.  

To ensure that relationships with all third parties are maintained to the highest possible standard to encourage an effective partnership.  

Identifying ways to improve the overall service levels of the team and agreeing structure to ensure it is consistently applied across the department  

Bridge the gap between Retail Operations and Tech by becoming a trusted point of escalation for a senior management team and a provider of accurate balanced feedback to our senior IT team.  

Take project Lead Roles to ensure that our retail colleagues views are heard and that as a wider business we are best placed to adapt to new supported services. 

Proven ability to build effective relationships with colleagues and customers and within a team 

Excellent verbal/written communication skills. 

Ability to organise prioritise and plan to ensure all deadlines are met. 

Able to deliver high standards of Customer Service and recognise different customer needs. 

Strong multitasking skills/able to meet deadlines. 

Ability to lead meetings and drive for a positive and swift resolution on long standing/complicated issues. 

The below 6 skills are desirable 

Basic understanding of Problem Management 

Basic understanding of Major Incident Management 

Understanding of Incident lifecycle 

Proven experience working in fastpaced technology led environment  

Competent with Microsoft Office Gmail and GSuite applications 

Experience working with a SelfService ticketing system 

Additional Information :

At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

Depending on your role and location you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support and so much more.

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

No

Employment Type :

Fulltime