2nd line service desk team lead

Closing date for applications: 23rd January 2025

Salary: £38,000 dependent on experience and location (+bonus +benefits)

Contract: Permanent

Want to shape the future of IT support in a world-leading publishing group? Lead a dynamic team, drive innovation, and grow your expertise.

Hachette UK is a creative powerhouse and the UK's second largest book publishing group. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

We're made up of 12 autonomous publishing divisions and over 60 imprints with a rich and diverse history and an incredible range of authors. We're also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Quercus; Octopus, Bookouture and Dialogue Books. They publish fiction and non-fiction in digital, audio and print format, from the world's best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O'Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead, and Malala Yousafzai. Hachette Children's Group publishes a wide and vibrant range of books for children across all age ranges, while Hodder Education is a market leader in resources for both primary and secondary schools.

Hachette UK is part of Hachette Livre, the world's third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle, and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean, and Ireland.

It's an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK's creative industries.

What you'll be doing

You will be required to deliver all aspects of the 2nd Line Desktop function (people, process, and technology) that are required to ensure all incoming requests for support are handled in a timely and professional manner.

You will be accountable for the ongoing provision of desktop IT support to all staff, which underpins the HUK business and provides for its growth and security, in line with the HUK strategy and business plan.

The 2nd Line Team Lead is accountable for the line management and development of up to four 2nd Line Analysts. You will play a major role in fostering an inclusive, positive, and productive culture and working climate.

• Provide technical leadership and guidance to the 2nd Line engineers.
• Work closely with the other Team Leads to co-ordinate cross team activities.
• Lead, manage and develop the IT team (circa 4) in order deliver to colleagues, customers and client publishers.
• Foster an inclusive, positive and productive culture to be an employer of choice and support the HUK changing the story strategic pillar.
• Create, manage and maintain excellent working relationship with stakeholders across the publishing and distribution businesses.
• Conduct 2nd Line team meetings and support the Head of IT Service Operations in creating the necessary strategy and culture to deliver the HUK and Hachette Livre business plans.
• Support company acquisition integrations alongside the EUC team
• Oversea the starters, leavers and movers process and work closely with EUC for continuous improvement and automation purposes.
• Manage license compliance and renewals

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

Who we are looking for

The successful candidate should possess a combination of technical and interpersonal skills. They should have a strong understanding of the service desk system and IT tools, as well as the ability to work under pressure and manage multiple customer issues at once.

Skills/Knowledge/Personal Attributes:

Trustworthiness, integrity and honesty; Ability to accept feedback from others with humility.

• Trustworthiness, integrity and honesty; Ability to accept feedback from others with humility.
• Operational/technical management awareness. A good grounding in best practice governance, process, and tools.
• A passion for service delivery excellence and customer satisfaction.
• The ability to manage expectations at all levels and take pragmatic decisions where necessary.
• The ability to deliver in a multicultural, multidivisional organization.
• Strong stakeholder management.
• Change Management experience – CAB representation.

Other Requirements:

• Travel to other Hachette sites as and when required.
• To build a good working knowledge of Hachette UK IT environments and application
• Any experience with JAMF, SCCM, O365 and Intune would be an advantage
• Flexibility to work outside of normal office hours if required.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• Private medical insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, including Gender Balance, Thrive, Pride, All Together, Wellbeing and religious networks
• Season ticket loans
• And much more!

The role will be based at our London office, Carmelite House with a requirement to be in the office 5 days a week.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org

Please include in your application that you found this role through Creative Access.