Lead Service Desk Engineer

Co-op; Scunthorpe; On-site; GBP 34,000 - 39,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension contributions

Product discounts

Training and development

Cycle-to-work

Virtual healthcare

24/7 colleague support

Job summary

Co-op Digital in Scunthorpe is seeking a Lead Service Desk Engineer to lead a team and act as the senior escalation point for complex IT issues. The role combines hands-on support with leadership, ensuring high-quality, reliable IT services across our wholesale technology landscape.

You'll coach Service Desk Analysts, drive improvements to processes, and work across Microsoft 365, Intune and endpoint management while collaborating with other technology teams to support warehouse and site

Qualifications

• Experience in IT Service Desk with ITIL processes.
• Escalation point for complex issues across hardware, software and identity management.
• Ability to coach and develop others within a technical team.
• Strong MS 365 admin knowledge including Intune and Entra ID.
• Experience managing Apple devices and deployment across platforms.
• Excellent troubleshooting and problem-solving abilities.
• Strong communication for technical and non-technical audiences.

Responsibilities

• Act as the senior escalation point for complex incidents and service requests, leading resolution of major issues with internal teams and third parties.
• Coach, mentor and support service desk engineers to raise technical capability and first-contact resolution.
• Identify recurring issues, perform root cause analysis and implement long-term improvements.
• Work across Microsoft 365, Intune, endpoint management, identity and access management, collaboration tools, and Windows/iOS devices.
• Provide hands-on first and second-line support when needed while maintaining SLAs.
• Drive improvements to service desk processes and knowledge management with accurate documentation.
• Collaborate with Infrastructure, Security, Applications and other teams to resolve cross-functional issues.
• Monitor service trends and data to identify opportunities for automation and self-service.

Skills

IT Service Desk

Escalation point

Coaching & mentoring

Microsoft 365 admin

Intune

Entra ID

Apple Business Manager

iOS device management

MDM

Endpoint management

Troubleshooting

Communication skills

Tools

Microsoft 365

Microsoft Intune

Entra ID

Apple Business Manager

MDM

Job description

Lead Service Desk Engineer

£34,000 - £39,000 plus great benefits (Work Level 6A)

Full time 37.5 hours per week, covering a variety of shifts between 8am and 5pm, and working approximately 1 in 5 Saturdays (once fully trained)

Scunthorpe, DN15 9GE - During your initial training period you'll be based in the office, before moving to a hybrid working pattern with around two days per week in the office (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).

We’re open to applications from people who may require flexible working arrangements. There’ll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

We’re reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co‑op, our colleagues, members and customers.

We're looking for a Lead Service Desk Engineer to join our Co‑op Wholesale Technology team and help us deliver reliable, high-quality IT services that keep our wholesale business running smoothly. In this role, you'll provide technical leadership across our Service Desk, acting as the senior escalation point for complex issues while supporting and developing a team of Service Desk Analysts. Working across a diverse technology landscape, you'll resolve technical challenges, improve services and processes, and help ensure colleagues across our wholesale sites and warehouse operations have the tools and support they need to do their best work.

Why this role matters

When IT issues arise, your team is the first place colleagues will turn to. As our Lead Service Desk Engineer, you'll play a pivotal role in keeping our wholesale operations running smoothly, acting as the senior technical escalation point while also helping shape how support services are delivered. You'll have the opportunity to identify and implement improvements that make a real difference, develop the capability of the wider team, and shapes our Service Desk strategy, support models, technical capability, and operational practices. It's a role that combines hands‑on technical expertise with leadership, problem‑solving and continuous improvement, giving you the chance to have a visible impact across the business every day.

What you’ll do

• Act as the senior technical escalation point for complex incidents and service requests, leading the resolution of major issues and working with internal teams and third‑party suppliers to restore service quickly and effectively.
• Coach, mentor and support a team of Service Desk Engineers, helping build technical capability, share knowledge and increase first‑contact resolution rates.
• Identify recurring issues, conduct root cause analysis and implement long‑term improvements that enhance service performance, efficiency and colleague experience.
• Work across a broad range of technologies including Microsoft 365, Microsoft Intune, endpoint management, identity and access management, collaboration tools, and Windows and iOS devices.
• Provide hands‑on first and second‑line support when required, ensuring service levels are maintained during periods of high demand, major incidents and operational change.
• Drive improvements to Service Desk processes, knowledge management practices and support standards, maintaining accurate documentation and knowledge articles to support consistent service delivery.
• Collaborate with Infrastructure, Security, Applications and other technology teams to resolve cross‑functional technical issues and improve service outcomes.
• Monitor service trends and performance data to identify opportunities for automation, self‑service and continual service improvement.

What you’ll bring

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

• Significant experience working within an IT Service Desk, IT Support or End User Computing environment, with a strong understanding of ITIL‑aligned incident, request, problem and change management practices
• Experience acting as an escalation point for complex technical issues across hardware, software, user access, networking and Microsoft technologies
• Proven ability to coach, mentor and support the development of others within a technical team
• Strong knowledge of Microsoft 365 administration, including Microsoft Intune, Entra ID, Apple Business Manager, iOS/iPadOS device management, mobile device management (MDM) and endpoint management across Windows and Apple ecosystems
• Strong troubleshooting and problem‑solving skills, with experience identifying root causes and driving continuous improvements to services, processes and the colleague experience
• Strong communication skills, with the ability to explain technical information clearly to both technical and non‑technical audiences

We know some people may hesitate to apply if they don’t meet every requirement. At Co‑op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.

Why Co‑op?

At Co‑op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co‑op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle‑to‑work scheme

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion