Service Operations Lead - Hybrid IT & Retail Tech

END CLOTHING; Washington; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

33 days holiday (including bank and UK

Job summary

END. is seeking a Service Operations Lead in Washington, Tyne & Wear to oversee the IT service operations across stores, warehouse, offices and remote locations. The role leads the service desk, owns endpoint estate from purchase to disposal, and ensures fast, reliable end-user support to the business.

You will partner with Infrastructure, Applications and Cybersecurity teams, set SLAs, monitor KPIs, and drive continual improvements, while mentoring the team and coordinating on-call cover.

Qualifications

• Experience leading an IT support or service desk team.
• Experience with endpoint and asset management across Mac/Windows.
• Hands-on with Intune, Jamf or ManageEngine.
• Strong ITIL knowledge and service delivery practices.
• Experience defining and reporting on SLAs/KPIs.
• Experience ITSM ticketing platforms and workflows.
• Knowledge of Microsoft 365 administration and identity platforms.
• Willing to travel across the UK and Europe.

Responsibilities

• Lead the Service Operations team and manage performance and workload.
• Own the service desk, incidents, requests and SLAs.
• Define, monitor and report on SLAs and KPIs.
• Embed ITIL processes for incident, request, problem, change and knowledge.
• Own Mac/Windows endpoint lifecycle from procurement to disposal.
• Maintain an auditable asset register including licenses.
• Oversee software license management and compliance.
• Coordinate with Infrastructure, Security and Applications teams.
• Manage IT on-call rota and out-of-hours cover.
• Support store openings, relocations and peak trading periods.
• Build knowledge base and self-service content.
• Identify continual improvement opportunities through change processes.
• Champion a customer-focused, security-aware culture.

Skills

People leadership

ITIL knowledge

Service desk management

Endpoint management

Microsoft 365 admin

Communication

Project coordination

Travel flexibility

Education

Level 5 professional qualifications or extensive practical knowledge

ITIL Foundation certification

Tools

Intune

Jamf

ManageEngine Endpoint Central

Exchange Online

Entra ID / Okta

EDR / security tooling

Job description

END. is seeking a Service Operations Lead in Washington, Tyne & Wear to oversee the IT service operations across stores, warehouse, offices and remote locations. The role leads the service desk, owns endpoint estate from purchase to disposal, and ensures fast, reliable end-user support to the business.

You will partner with Infrastructure, Applications and Cybersecurity teams, set SLAs, monitor KPIs, and drive continual improvements, while mentoring the team and coordinating on-call cover.