IT Service Desk Team Lead

Fenwick; Newcastle upon Tyne; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

25% store discount

33 days annual leave

Birthday day off

WeCare wellbeing

Hybrid working

Job summary

Fenwick is seeking a Service Desk Team Leader to drive the day-to-day operation of our IT Service Desk from our Newcastle office.

You will balance hands-on support with leadership, KPI monitoring and stakeholder management to ensure incidents and service requests are resolved within agreed SLAs, while driving continuous improvements and service enhancement.

Qualifications

• Experience in IT Service Desk or IT Support.
• Understanding of ITIL service management principles and processes.
• Experience coaching or coordinating colleagues and contributing to team performance.
• Strong customer service skills with focus on end-user experience.
• Experience working with SLAs, KPIs and service performance reporting.
• Good understanding of current technologies, including Microsoft 365, Windows environments and Active Directory.
• ITIL 4 Foundation certification is desirable.

Responsibilities

• Lead the day-to-day operation of the IT Service Desk and ensure high-quality technical support and customer service.
• Act as escalation point for complex issues and coordinate with internal IT teams and third-party suppliers.
• Develop and improve the Service Desk function using performance data and reporting to drive service improvements.
• Monitor KPIs, identify trends and support the introduction of new technologies and services.
• Coordinate Service Desk resource requirements and support major incident management when required.

Skills

Team leadership

Customer service

Stakeholder management

Communication

Problem solving

Education

ITIL 4 Foundation certification

Tools

Microsoft 365

Active Directory

Windows environments

Job description

We have an exciting opportunity for a Service Desk Team Leader to join our IT team, based from our Newcastle office. This role is ideal for an experienced Service Desk or IT Support professional looking to take the next step in their career, combining hands-on technical support with team leadership, service improvement and stakeholder management responsibilities.

As this role requires regular attendance at our Newcastle office, applicants must be based within a reasonable commuting distance of Newcastle upon Tyne and able to work on site as required.

When you join Fenwick, you'll receive;

• Up to 25% discount in all Fenwick stores and fenwick.co.uk.
• 33 days annual leave (inclusive of 8 bank holidays).
• Your birthday off as an additional day annual leave - this can be taken any day within your birth month.
• WeCare -24/7 GP, wellbeing advice & support service.
• Hybrid Working (3 days in-office and 2 days remote).

About the Role

As Service Desk Team Leader, you will be responsible for leading the day-to-day operation of the IT Service Desk, ensuring colleagues across the business receive a consistently high standard of technical support and customer service. Acting as an escalation point for complex issues, you'll work closely with internal IT teams, third-party suppliers and key stakeholders to ensure incidents and service requests are managed effectively and resolved within agreed service levels.

You'll play a key role in developing and improving the Service Desk function, using performance data and reporting to drive service improvements and enhance the end-user experience. The role will involve monitoring KPIs, identifying trends, supporting the introduction of new technologies and services, and ensuring users remain informed throughout the support process. You'll also help coordinate Service Desk resource requirements and support the management of major incidents when required.

We're looking for someone with experience in a Service Desk, IT Support or similar technical support environment, alongside a strong understanding of service management best practices. Strong communication, problem-solving and stakeholder management skills will be essential, as will the ability to coach, support and influence others.

What we are looking for in a candidate...

• Experience working within an IT Service Desk or IT Support environment.
• Good understanding of ITIL service management principles and processes.
• Experience supporting, coaching or coordinating colleagues and contributing to team performance.
• Strong customer service skills with a focus on delivering an excellent end-user experience.
• Excellent communication, stakeholder management and problem-solving abilities.
• Experience working with SLAs, KPIs and service performance reporting.
• Good understanding of current technologies, including Microsoft 365, Windows environments and Active Directory.
• ITIL 4 Foundation certification is desirable.

About Fenwick

Fenwick is rich with heritage and history and have been style pioneers since 1882 when our first store opened. We know luxury and are proud to remain the largest independent, family-owned group of department stores within the UK. We are on an exciting journey to exceed our customers' expectations and we are always on the lookout for new talent to join us.

Our collaborative spirit unites a workforce of over 2,000 individuals across our stores, as well as in our support functions, encompassing Digital, Buying & Merchandising, IT, Finance, People, Customer Service teams, and our cherished restaurants and distribution centres.

In 2023 we launched our 'Quiet No More' campaign, enhancing our presence on the UK high street as well as our eCommerce website going from strength to strength. Together, we form the beating heart of Fenwick, driving forward our vision for excellence and innovation. Join us as we pave the way toward an even brighter tomorrow, where tradition meets transformation!