IT Service Desk Team Leader

Harrods Careers; Thatcham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading luxury department store in Thatcham is seeking an experienced IT Service Desk Team Leader to manage a team of service desk engineers. You will ensure high-quality service delivery, meet service targets, and drive continuous improvement. Strong technical skills and organizational abilities are crucial. Experience with Windows and macOS is required, and ITIL certification is a plus. This is a permanent position in a supportive environment.

Qualifications

• Experience in installation, configuration, administration of end-user devices.
• Hands-on experience in troubleshooting across desktops, laptops, tablets, VDI, thin clients.
• Commitment to continuous learning and improvement.

Responsibilities

• Lead a team of service desk engineers.
• Monitor and analyse service desk metrics.
• Develop and maintain service desk procedures.
• Provide regular updates to senior management.

Skills

Technical problem-solving skills

Time management and organisational skills

Active Directory administration

Familiarity with video and audio conferencing technologies

Education

ITIL certification

Tools

Windows 10/11

macOS

Job description

IT Service Desk Team Leader

We are seeking an experienced Service Desk Team Leader to join our IT team at Harrods in Thatcham. In this role, you will lead a team of service desk engineers, ensuring prompt and effective resolution of incidents and service requests. Your strong technical problem-solving skills will be essential in driving efficient and high-quality service delivery.

About the Role

As the Service Desk Team Leader, you will manage a team of 13 analysts operating in a 24/7 environment. Your responsibilities will include scheduling, performance management, and training. You’ll ensure that service targets and SLAs are consistently met, while also:

• Monitoring and analysing service desk metrics to identify trends and areas for improvement
• Developing and maintaining service desk procedures and documentation
• Acting as the primary escalation point for complex technical issues
• Providing regular updates to senior management on team performance and ongoing initiatives

About You

The ideal candidate will bring hands-on experience in the installation, configuration, administration, and troubleshooting of end-user devices across platforms such as Windows 10/11, macOS, desktops, laptops, tablets, VDI, and thin clients. You should also have:

• Experience with Active Directory administration
• Familiarity with video and audio conferencing technologies
• A basic understanding of software licensing

We are looking for someone with strong time management and organisational skills, a commitment to continuous learning and improvement, and a belief in the importance of teamwork.

ITIL certification is a plus.

About Us

Harrods is one of the world’s leading luxury department stores, becoming a destination for top designers and sought-after brands worldwide. Our mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers, and we’ll do something remarkable for you. We offer a friendly, inspiring environment with plenty of opportunities and support to build an exceptional career across our diverse business areas.

Uniquely You

At Harrods, we believe anything is possible. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and culture, search #TogetherHarrods on LinkedIn, Facebook, or follow @togetherharrods on Instagram.

Additional Information

Time Type

Permanent

Department

End User Services (Amek Ebele)