Workplace IT Support Lead — Service Delivery & Escalation

Reiss Limited; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK-based retail company is seeking a Workplace IT Support Lead to manage IT support operations across corporate and retail settings. The ideal candidate will demonstrate technical leadership, strong stakeholder communication, and a focus on continuous improvement. Responsibilities include leading a team of analysts, managing escalations, and driving problem management initiatives. This role offers a competitive salary, significant employee benefits, and a collaborative work environment.

Benefits

Competitive salary and company bonus

Up to 65% employee discount

Access to exclusive sample sales

Aviva DigiCare+ wellbeing services

Medicash health support plan

Workplace pension contributions

Enhanced parental leave policies

Electric Vehicle scheme via Octopus Energy

Cycle to Work programme

Season ticket travel loan

Further workplace benefits

Qualifications

• Strong understanding of IT service management principles, working within ITIL-aligned processes.
• Proven experience in problem management, including root cause analysis.
• Confident leader with experience mentoring teams and driving service delivery.

Responsibilities

• Lead and support a team of Workplace IT Analysts.
• Own the operational effectiveness of workplace and retail IT support.
• Act as primary escalation point for complex technology issues.
• Drive problem management and enhance system reliability.
• Analyze incident trends and implement process improvements.
• Manage internal IT teams and third-party service providers.
• Track service performance and maintain accurate processes.
• Provide support to senior stakeholders during major incidents.

Skills

Technical leadership

IT service management

Problem management

Stakeholder communication

Technical knowledge of workplace technologies

Proactive improvement focus

Organizational skills

Job description

A UK-based retail company is seeking a Workplace IT Support Lead to manage IT support operations across corporate and retail settings. The ideal candidate will demonstrate technical leadership, strong stakeholder communication, and a focus on continuous improvement. Responsibilities include leading a team of analysts, managing escalations, and driving problem management initiatives. This role offers a competitive salary, significant employee benefits, and a collaborative work environment.