Senior Service Desk Engineer & Team Lead (Hybrid)

Co-op; Scunthorpe; Hybride; GBP 34 000 - 39 000; Plein temps

Avantages offerts par ce poste

Annual bonus

28 days holiday

Pension contributions

Product discounts

Training and development

Cycle-to-work

Virtual healthcare

24/7 colleague support

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Outils

Microsoft 365

Microsoft Intune

Entra ID

Apple Business Manager

MDM

Description du poste

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